F&B ORDERING WEB APP
At Found Lifestyle we were on a mission to change how people ordered and paid for food and drinks in restaurants. We needed to find a way to digitise the process for diners and as the COVID-19 pandemic hit we had to think about how we could help keep restaurants safe and social distance with an easy to use product. We had to think about delivering such a product in tight timeframes and safely to diners easily accessible. We put our heads together as a team and put ourselves in the shoes of a diner helping to keep them safe whilst they were socially distancing themselves. We went away to create the ‘F&B Ordering Web-app’, a product which would give the diner access to all the places to eat for dine-in or takeaway across London.
THE TEAM
With our in-house design team of like-minded creative thinkers, we worked closely with our developers to seamlessly create the ‘F&B Ordering Web app’ in a remote working environment.
ROLE
Lead Designer
3 designers,
1 researchers,
2 BE engineers,
2 FE engineers
1 product manager
COMPOSITION
Mar 20 - Sept 20
THE CHALLENGE
The COVID-19 pandemic changed the way people could interact safely in restaurants. We had to find a way for people to order food and drinks safely whilst socially distancing themselves.
UNDERSTANDING THE DINER
42K
The average number of people surveyed who wanted to be able to eat out safely.
16.1M
The number of people visiting London in 2019.
GBP 42B
The average revenues for the restaurant sector in 2019
92%
The average number of restaurants in London in 2019
89%
The number of people who wanted to be able to pay for food and drinks.
85%
The number of people surveyed who didn’t want to have to download an app to order food and drinks in an restaurant.
ORDER. PAY. SAFELY
We started asking ourselves what it was like to be a diner in London? to walk in their shoes, as the COVID-19 pandemic changed how people could interact safely in restaurants. We set out to find a way to help people order food and drinks and social distance simultaneously.
THE RESEARCH
Initially, our research centred around the diners' physical experience in locations around London in restaurants, the underground and overground stations. Diners wanted to know how to order food and drinks quickly and safely.
We initially conducted face-to-face interviews with diners across key locations in London before the COVID-19 pandemic, asking them how easy it was to order food and drinks? To find hotels around them? To find places to eat around them? To find places to book a table at to dine-in? We collated hours of first-hand accounts of their experiences before moving to a remote contactless online survey's, which helped us to bring together the ideas of what the F&B Ordering Webapp' needed to be for them. Our key takeaways were that diners wanted access to information on where to eat safely and be able to order food and drinks and pay in an easy-to-use way without the need to download an app, so we set about creating an app-like experience accessible by the user in their browser through scanning a QR code located on their tables or the restaurant's face.
THE HYPOTHESIS
Give the ‘diner’ an experience in the palm of their hands which helps them stay safe whilst ordering food and drinks whilst seamlessly paying without the need for human contact to improve their end-to-end ordering experience and keeping them safe.
THE CONCEPT
Make eating out safer whilst exploring London in a seamless end-to-end digital experience.
We gathered our first-hand user research and online data and went to work thinking about how our dine-in users would use the web app. The user's journey was integral to how we began to identify how they would interact with the web app, from scanning the QR code through to logging in, signing, searching for places to eat or ordering from the location they scanned the QR at, and creating their accounts so they could store the web app in their device for future use at other locations around them. We wanted the process to be seamless and easy.
THE CUSTOMER JOURNEY
We implemented four key phases: user research, design wireframing and prototyping, testing and implementation.
MAPPING THE CUSTOMER JOURNEY
THE USER FLOW
THE DESGIN PROCESS
WIRE-FRAMING THE F&B ORDERING WEB APP
THE F&B ORDERING WEB APP
THE F&B ORDERING WEB APP
THE F&B ORDERING WEB APP
THE F&B ORDERING WEB APP
THE F&B ORDERING WEB APP
THE RESULTS
We identified diners' disconnection by finding places to eat and order with an end-to-end digital experience. They could search in the palm of their hands, order and pay.
27K
The number QR scans restaurants in London following launch of the webapp
22K
The number of accounts created following launch
105K
The number of orders placed digitally in London following launch
“So easy to use and sign up, and order food and drinks...”
-Michele K
“Being able to order safely without having to speak to staff was so great...”
-Georgina S
“Creating my account with Apple Sign In was so fast and easy to do...”
-Peter J
TIMELINE