F&B ADMIN PANEL 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 restaurant owners 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 needed to build an end-to-end system for restauranteurs which could handle order processing, fulfilment and stock control and enable orders to be processed for in-venue dining and takeaway. We put our heads together as a team and put ourselves in the shoes of a restauranteur, thinking about what they would need to make their digital journey easier and simple to use. So we went away to create the ‘F&B Admin Panel Web app’, a product which would give restaurants control of their ordering process across multiple sites in 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 Admin Panel Web app’ in a remote working environment.
ROLE
Lead Designer
COMPOSITION
4 designers,
2 researchers,
3 BE engineers,
3 FE engineers
1 product manager
TIMEFRAMES
Jan 20 - Jan 21
THE CHALLENGE
We had to find a way for restaurants owners to digitise their ordering processes and streamline their services to diners whilst socially distancing themselves, as the COVID-19 pandemic changed the way people could interact safely in restaurants
UNDERSTANDING THE RESTAURATEUR
42K
The average number of restaurants in London in 2019
16.1M
The number of people visiting London in 2019.
GBP 24B
The average revenues for the restaurant sector in 2019
89%
The average number of restaurant owners who wanted to digitise their ordering processes.
93%
The number of restaurants using old out dated legacy POS systems.
95%
The number of restaurant owners who wanted an end-to-end ordering system
ORDER. PAY. SERVE
We asked ourselves what it was like to be a restaurant owner 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 restaurants to be able to serve order food and drinks and socially distance themselves from their customers.
THE RESEARCH
Our research centred around the restaurant owners and their staff’s physical experience in locations around London in restaurants. Owners wanted to know how to serve food and drinks quickly and safely to their customers.
We conducted face-to-face interviews with owners and their staff across our initial partners in London, asking them how easy it was to serve food and drinks? To process payments? To stock control? To manage table bookings? To manage their menus? To accept orders for take way? We collated hours of first-hand accounts of their experiences using their existing POS (Point of sale systems) before moving to a remote contactless online survey's, which helped us to bring together the ideas of what the 'F&B Admin Panel Web app' needed to be for them. Our key takeaways were that owners wanted access to information on their menus, stock control, payments and table booking control in an easy-to-access way for themselves and their staff. Following our research, we realised they needed a fully responsive system accessible across multiple devices, so we developed a web app across tablets, mobiles and desktops.
THE HYPOTHESIS
Give the ‘owner’ and their staff an experience in the palm of their hands which helps them stay safe whilst accepting food and drinks orders, whilst seamlessly accepting payments without the need for human contact to improve their end-to-end ordering experience keeping them and their customers safer.
THE CONCEPT
Make order processing for the restaurant owner and their staff faster, easier and safer in a seamless end-to-end digital experience.
Our first-hand user research and online data made us consider how our partners would use the admin panel web app. The user's journey was integral to how we began to identify how they would interact with the web app and what devices they would use to access it? From logging in, account creation for staff, stock control, order acceptance, order fulfilment and special offers. We wanted the process for our partners to be seamless, easily accessible.
THE CUSTOMER JOURNEY
We identified owners needing help with order processing in a contactless environment for their customers to eat and order with an end-to-end digital order processing experience. They could accept orders, process payments, and manage their menus and stock.
MAPPING THE CUSTOMER JOURNEY
THE USER FLOW
WIRE-FRAMING THE ADMIN PANEL
THE ADMIN PANEL WEB APP
THE ADMIN PANEL WEB APP
THE ADMIN PANEL WEB APP
THE ADMIN PANEL WEB APP
THE ADMIN PANEL WEB APP
THE RESULTS
150+
The number restaurants using our digital ordering admin system
55K
The number of orders processed and placed digitally for dine in, in London following launch.
10K
The number of orders processed for take away in London following launch.
“Managing our menus easily and remotely was a game changer for my business...”
-Restaurant Owner
“We could manage our table bookings, take away orders and payments, helping us deliver a better, safer service to our customers...”
-Restaurant Owner
“It was so easy to accept orders, manage our stock, and update our menus in real-time...”
-Restaurant Owner