Visualization of sales data for Favor's merchant partners
Designing Favor's first restaurant portal.
Currently, Favor provides an app for consumers and delivery agents but no platform or tool for the restaurants.
To understand Favor's business goals and objectives, I interviewed Lauren who was also my supervisor. Here are some questions that I raised which also became my problem statement:
Who are Favor's restaurant partners?
What is their perspective towards Favor?
How can we enhance their experience ?
I started my research with identifying key metrics and benchmarking Favor on them against its competitors.
Lack of POS integration and ability to update menus is the biggest problem for restaurants. Also, the order protocol is inconsistent for Favor.
The competitors provide a dedicated portal where merchants can access all the data and insights while Favor is not providing this
The support services offered by the competitors lack the personal touch provided by Favor. Favor is reachable and merchants appreciate it.
I decided to interview merchants as it was a very broad problem space and I wanted to get a deeper understanding of their relation with Favor.
While I was waiting for interviews getting scheduled, I interviewed with Favor's Accounts team who are the first contact with the merchants. I also interviewed the CRO, Keith Duncan to understand Favor's vision.
Interviews Round 1:
Accounts Team Members
Perception of Favor
Ordering and Delivery
After extracting requirements I started prioritizing the features for the merchant portal based on the importance and viability of implementation.
Sales Insights feature was extremely crucial for all the restaurants I interviewed. Even more so, for national brands which Favor was targeting. So, I decided to design that.
Externalizing the research data enabled me to discover patterns and insights with the team. We were able to identify multiple directions and opportunity areas.
I have presented that through the following journey maps.
Order-to-delivery journey map
Interviews Round 2
I did another round of interviews with a narrowed focus on users' current practices and expectations around sales analysis.
As a team we prioritized the needs based on product dependencies and execution limitations.
I started designing by making rough sketches and basic layout with a "quantity over quality" mindset to cover as many scenarios as I can. I also did another round of interviews with focus on finding how restaurant managers analyze sales data.
I divided the requirements into three categories- sales, customer and behavior. For this , I considered two layouts in the beginning. I went ahead with a single page scrollable layout as fit makes comparison of data easier than in tabs.
I started with quickly sketching multiple layouts and thinking about what each element could look like, ensuring comprehensive and comprehensible data without overwhelming the user.
I came up this high level page layout for different features based on the importance of each feature. As a team we decided not to include cancellation reasons and customer behavior data for the first version as Favor doesn't capture that data from the users presently.
Visualizing sales data on top
User ratings and customer satisfaction
Top selling items
Designing piece by piece
User Rating and Customer Satisfaction
Top selling items
Putting the pieces together
This project made a lot of impact on me as a professional designer as it let me utilize everything I have learned at school in a professional setting. Favor Delivery gave me a broad space to explore and asked me to come up with a problem statement. Personally this was the most challenging aspect of my entire capstone project. It was a big takeaway for me to learn how to take up a big task and narrow down the scope to deliver something meaningful.