Cheetah - Saves time and money for restaurant owners
Date
2018 - 2024
Role
Product Designer
Company
Cheetah
1st Case Study- Transparent Order Tracking
Background:
Customer feedback indicated that once an order was checked out, it disappeared with seemingly no trace of it. This created a disjointed experience and left customers in the dark regarding their delivery. We needed to create more transparency regarding their orders on delivery day.
Goal:
Improve order tracking and fulfillment process.
Increase visibility into truck location.
Provide information on out of stock items and order status.
Offer support options for customers.
Expected Outcomes:
Improved customer satisfaction and loyalty.
Reduced customer support inquiries.
Increased order accuracy and on-time delivery.
Part of the Order center flow:
Results:
31% of active users interacted without any deep link
60% viewed the tracking feature more than 3 times, including non-order days
2nd Case Study - Multiple Orders
Background:
Restaurant owners needed a clear understanding that by ordering certain imported items, they wouldn't receive them with their regular delivery schedule. Moreover, we needed to ensure they understood that their order might be delivered in multiple parts, adding some complexity to their inventory planning.
Goal:
Effectively communicate to restaurant owners that their orders would be split into multiple deliveries and that certain imported items would require longer shipping times, minimizing confusion and frustration.
Expected Outcomes
Better clarity for restaurant owners on delivery schedules, especially when dealing with imported items, leading to fewer support queries regarding delivery times.
Improved inventory planning for restaurant owners.
Maintained user satisfaction by reducing frustration caused by unexpected delivery delays.
Improved user trust and reliability in our platform through upfront information about split deliveries and varying timelines.
Results
The results of testing this feature on the Maze platform with 30 participants showed the following:
Clarity on Delivery Information: 90% of participants understood the split delivery information and the different timelines for imported items versus warehouse items.
Ease of Identifying Imported Items: 85% of participants found it easy to distinguish between imported items and warehouse items during the checkout process.
3rd Case Study - Improved Product List Scanning in Mobile
Background:
We received feedback from some of our customers that scanning through our product lists was difficult due to missing data and inconvenient readability. As a result, many users had to enter and exit the product page multiple times to find the information they needed. This added an unnecessary amount of time and frustration to the user experience.
Goal:
To improve the usability of our product lists and make them easier for users to navigate.
Expected Outcomes:
Users will be able to scan through our product lists more easily and find the products they need quickly, without any frustration or hassle.
New list redesign:
1. Contextualized Pricing: Each Product in the app now has its price presented by its smallest unit. Customers quickly see the price of the individual Can/Tortilla/Bun/Cup/Straw/Fork, and many more.
2. Customer-facing product names: All product names have been updated to better align with industry standards and make comparing products easier. Updates also include separating the manufacturer name and pack size.
3. Product Tagging: We cleaned up older product tags, and now have an easy-to-manage mechanism to add product attributes ('Frozen', 'Organic', 'Non-GMO'; or any other tag we wish).
4. Improved readability for Pack Sizes: All products in a list clearly display the pack-size to better describe the quantities within a Case.
