Design, Stakeholder Interviews, Walking Probe, Focus Groups, Interactive Prototype, Content Strategy
Mobile, App
Design Pitch Deck (Research-Insights-Concepting-Iterations-Final Design Rationale), Hi-Fidelity Prototypes
View the design process and deliverables below.
Relish Works hit us with the challenge to understand how off-premise dining has impacted restaurant operators, specifically independent food service (no chains). Our team had to identify the largest negative impact to the restaurant operator and create a concept that addressed that pain point. Our final design deck had to be delivered in five days.
After we performed our research, we identified three users in our food delivery system, Food Service Workers (food truck workers), Food Delivery Drivers, End Consumer. Although our end goal was to bring the best user experience to the hungry End Consumer, we found our greatest attention needed to be the relationship between Food Service Workers, and Food Delivery Drivers. Ultimately, catering to the Food Service Workers solved the bottleneck that corresponded to the poor experience our End Consumers would have.
What can we know about off-premise dining?
What sort of services are locally available that we could probe?
What sort of behaviors to “users” exhibit? Who are our users? Is this B2B or B2C?
What could in implementation plan look like? (Given we want to disrupt the market as soon as possible for our client.)
Whose relationship are we privileging (Food Delivery Workers, or Off-Premise Workers), and why?
What unique problems arise for Off-Premise food providers that do not occur with providers who have been doing delivery for a sizeable amount of time (think, Chinese takeout & Pizza)?
To better understand concept of 'off-premise' dining, it's touchpoints, and users expectations/experiences, we conducted:
Our main touchpoint is where delivery driver’s pick up the order from the off-premise food providers. In this last mile, miscommunication of ETA for delivery drivers can create bad impressions between both the food service worker and the driver, causing a disruption in the food service workers’ flow, as well as create an awkward position for the driver to wait when timing is everything.
We designed a digital ticket prototype, Order Up, that would use be placed in the same area that printed order tickets go in traditional food trucks. Our design displays the ETA of the driver to the location, as well as automatically cycles through delivery orders such that restaurant operators can see upcoming delivery orders at-a-glance.
This video is the preview of our design solution, Order Up. As you see, the food service worker has the ability to tap through delivery drivers’ orders, with “fat finger” buttons. The screen is intended to be placed alongside other tickets that line-up above the grill, so the cook is able to maintain their behavioral line-of-vision, while knowing when the next online order comes in.
When an order is scheduled to be picked up within 10 min, the screen on the order turns red, to catch the cook’s attention, ensuring that the order is fulfilled before the driver arrives for pickup.
Oops! This project is not best displayed on mobile. To see the research, ideation, and build for this project please revisit on your desktop or laptop device. Or, download the full PDF of our design pitch below and explore our research further for our app, Order Up!
In the mean time, feel free to view project photos and a preview of he interface below.
What can we know about off-premise dining?
What sort of services are locally available that we could probe?
What sort of behaviors to “users” exhibit? Who are our users? Is this B2B or B2C?
What could in implementation plan look like? (Given we want to disrupt the market as soon as possible for our client.)
Whose relationship are we privileging (Food Delivery Workers, or Off-Premise Workers), and why?
What unique problems arise for Off-Premise food providers that do not occur with providers who have been doing delivery for a sizeable amount of time (think, Chinese takeout & Pizza)?
To the right is the preview of our design solution, Order Up. As you see, the food service worker has the ability to tap through delivery drivers’ orders, with “fat finger” buttons. The screen is intended to be placed alongside other tickets that line-up above the grill, so the cook is able to maintain their behavioral line-of-vision, while knowing when the next online order comes in.
When an order is scheduled to be picked up within 10 min, the screen on the order turns red, to catch the cook’s attention, ensuring that the order is fulfilled before the driver arrives for pickup.
Oops! This project is not best displayed on mobile. To see the research, ideation, and build for this project please revisit on your desktop or laptop device. Or, download the full PDF of our design pitch below and explore our research further for our app, Order Up!
In the mean time, feel free to view project photos and a preview of he interface below.
Learn MoreRelish Works hit us with the challenge to understand how off-premise dining has impacted restaurant operators, specifically independent food service (no chains). Our team had to identify the largest negative impact to the restaurant operator and create a concept that addressed that pain point. Our final design deck had to be delivered in five days.
To better understand concept of 'off-premise' dining, it's touchpoints, and users expectations/experiences, we conducted:
Our main touchpoint is where delivery driver’s pick up the order from the off-premise food providers. In this last mile, miscommunication of ETA for delivery drivers can create bad impressions between both the food service worker and the driver, causing a disruption in the food service workers’ flow, as well as create an awkward position for the driver to wait when timing is everything.
We designed a digital ticket prototype, Order Up, that would use be placed in the same area that printed order tickets go in traditional food trucks. Our design displays the ETA of the driver to the location, as well as automatically cycles through delivery orders such that restaurant operators can see upcoming delivery orders at-a-glance.
Relish Works hit us with the challenge to understand how off-premise dining has impacted restaurant operators, specifically independent food service (no chains). Our team had to identify the largest negative impact to the restaurant operator and create a concept that addressed that pain point. Our final design deck had to be delivered in five days.
What can we know about off-premise dining?
What sort of services are locally available that we could probe?
What sort of behaviors to “users” exhibit? Who are our users? Is this B2B or B2C?
What could in implementation plan look like? (Given we want to disrupt the market as soon as possible for our client.)
Whose relationship are we privileging (Food Delivery Workers, or Off-Premise Workers), and why?
What unique problems arise for Off-Premise food providers that do not occur with providers who have been doing delivery for a sizeable amount of time (think, Chinese takeout & Pizza)?
To better understand concept of 'off-premise' dining, it's touchpoints, and users' expectations and experiences, we conducted:
Our main touchpoint is where delivery driver’s pick up the order from the off-premise food providers. In this last mile, miscommunication of ETA for delivery drivers can create bad impressions between both the food service worker and the driver, causing a disruption in the food service workers’ flow, as well as create an awkward position for the driver to wait when timing is everything.
We designed a digital ticket prototype, Order Up, that would use be placed in the same area that printed order tickets go in traditional food trucks. Our design displays the ETA of the driver to the location, as well as automatically cycles through delivery orders such that restaurant operators can see upcoming delivery orders at-a-glance.
To the right is the preview of our design solution, Order Up. As you see, the food service worker has the ability to tap through delivery drivers’ orders, with “fat finger” buttons. The screen is intended to be placed alongside other tickets that line-up above the grill, so the cook is able to maintain their behavioral line-of-vision, while knowing when the next online order comes in.
When an order is scheduled to be picked up within 10 min, the screen on the order turns red, to catch the cook’s attention, ensuring that the order is fulfilled before the driver arrives for pickup.
Oops! This project is not best displayed on mobile. To see the research, ideation, and build for this project please revisit on your desktop or laptop device. Or, download the full PDF of our design pitch below and explore our research further for our app, Order Up!
In the mean time, feel free to view project photos and a preview of he interface below.
Learn MoreRelish Works hit us with the challenge to understand how off-premise dining has impacted restaurant operators, specifically independent food service (no chains). Our team had to identify the largest negative impact to the restaurant operator and create a concept that addressed that pain point. Our final design deck had to be delivered in five days.
What can we know about off-premise dining?
What sort of services are locally available that we could probe?
What sort of behaviors to “users” exhibit? Who are our users? Is this B2B or B2C?
What could in implementation plan look like? (Given we want to disrupt the market as soon as possible for our client.)
Whose relationship are we privileging (Food Delivery Workers, or Off-Premise Workers), and why?
What unique problems arise for Off-Premise food providers that do not occur with providers who have been doing delivery for a sizeable amount of time (think, Chinese takeout & Pizza)?
To better understand concept of 'off-premise' dining, it's touchpoints, and users expectations/experiences, we conducted:
Our main touchpoint is where delivery driver’s pick up the order from the off-premise food providers. In this last mile, miscommunication of ETA for delivery drivers can create bad impressions between both the food service worker and the driver, causing a disruption in the food service workers’ flow, as well as create an awkward position for the driver to wait when timing is everything.
We designed a digital ticket prototype, Order Up, that would use be placed in the same area that printed order tickets go in traditional food trucks. Our design displays the ETA of the driver to the location, as well as automatically cycles through delivery orders such that restaurant operators can see upcoming delivery orders at-a-glance.
Relish Works hit us with the challenge to understand how off-premise dining has impacted restaurant operators, specifically independent food service (no chains). Our team had to identify the largest negative impact to the restaurant operator and create a concept that addressed that pain point. Our final design deck had to be delivered in five days.
What can we know about off-premise dining?
What sort of services are locally available that we could probe?
What sort of behaviors to “users” exhibit? Who are our users? Is this B2B or B2C?
What could in implementation plan look like? (Given we want to disrupt the market as soon as possible for our client.)
Whose relationship are we privileging (Food Delivery Workers, or Off-Premise Workers), and why?
What unique problems arise for Off-Premise food providers that do not occur with providers who have been doing delivery for a sizeable amount of time (think, Chinese takeout & Pizza)?
To better understand concept of 'off-premise' dining, it's touchpoints, and users' expectations and experiences, we conducted:
Our main touchpoint is where delivery driver’s pick up the order from the off-premise food providers. In this last mile, miscommunication of ETA for delivery drivers can create bad impressions between both the food service worker and the driver, causing a disruption in the food service workers’ flow, as well as create an awkward position for the driver to wait when timing is everything.
We designed a digital ticket prototype, Order Up, that would use be placed in the same area that printed order tickets go in traditional food trucks. Our design displays the ETA of the driver to the location, as well as automatically cycles through delivery orders such that restaurant operators can see upcoming delivery orders at-a-glance.
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Check out my recent design challenge, Hakim Setup. Designing a tool for museums that pushes the boundary beyond the digital interface.
Design can. There is a momentous feeling at the end of the 1 week (or just short of a week) sprint. My teammates and I are completely drained after pulling 12 hour days on these design projects, alongside our other duties. For me, that meant teaching a Master’s course on design collaboration and process, working part-time on a food truck until the early morning hours on the weekends, and still finding time to handle my other coursework and try to have a social life.
This project, Order Up, is just one of 10 projects in an intensive course where designers at companies like Honeywell, Kohl’s, Xfinity, Blackbaud, ATPCO, Publicis Sapient, and a few others. For this particular project, it was Chicago-based food-tech incubator, Relish Works. This was a quick-thinking, collaboration-dependent, and amazing time in my life. For my master’s program of Human-Computer Interaction at Indiana University, this course defined me.
As I mentioned before, collaboration-dependency is where this project, and those like it, reside. Every time my team would start on Monday with a brand new client, we would first not ask about our strengths, but ask where we wanted to grow. We asked what it was that scared us the most. And then we held one another accountable to deliver on those fears. This is a healthy culture. Knowing that when we perform a retro at the end of the week, everyone is on board to celebrate a victory or hold one another in defeat. Only to get back up, regroup with another team, and do it again next week.
What made this project stand out, and why I wanted to include it as a case study, is that I took a stretch and challenged myself to use an insight-categorization methods neither I, nor my teammates heard before, named AEIOU. It is an ethnographic pattern finding exercise. You match up all the Activities, Environment, Interactions, Objects, and Users. You affinity diagram sticky notes beneath each. Then, draw connections between every category. This enables your team to see multiple strings that represent complex assemblage in relation to one another, dependent upon the particular experience. This structured exercise for team alignment, and ethnographic insight-framing is now a powerful tool in my design handbook.
I am very lucky to have a close cohort from my time at Indiana University. Even now that all of us have dispersed to different design jobs across the U.S., we were always vulnerable and close, and if we were to join together now or 10 years from now, I am certain we could design with one another seamlessly. For this particular project I want to thank my dear teammates below.
Jordan Mazerolle
