Favor Delivery

Austin, TX

Visualization of sales data for Favor's merchant partners

3

Process

Problem Space

Designing Favor's first restaurant portal. 

Currently, Favor provides an app for consumers and delivery agents but no platform or tool for the restaurants. 

2

Project Immersion

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:

1.

Who are Favor's restaurant partners?

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What is their perspective towards Favor?

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How can we enhance their experience ?

3

 

Problem Statement

How might we enable Favor's merchant partners to grow their business with Favor's delivery services?

2.

I started my research with identifying key metrics and benchmarking Favor on them against its competitors.

Takeaways:

Insights

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Integration

1

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

Support

3

The support services offered by the competitors lack the personal touch provided by Favor. Favor is reachable and merchants appreciate it.

3.

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.

Initial focus:

Interviews Round 1:

Accounts Team Members

1

CRO

3

Restaurant Managers

Merchant 

onboarding 

Perception of Favor

Ordering and  Delivery

Research Insights

Prioritization

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.

Onboarding process

Order-to-delivery journey map

Interviews Round 2

4

Restaurant Owner/Managers

I did another round of interviews with a narrowed focus on users' current practices and expectations around sales analysis.

Needs Uncovered:

As a team we prioritized the needs based on product dependencies and execution limitations.

Design

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.

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Visualizing sales data on top

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User ratings and customer satisfaction

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Sales Insights

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Top selling items

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Customer Reviews

Designing piece by piece

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Sales Data

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User Rating and Customer Satisfaction

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Sales Insight

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Top selling items

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Customer Reviews

Putting the pieces together

Final Outcome

Based on the interview data, I designed and placed elements on the screen. I experimented with the visual hierarchy to come to this final outcome which would fulfill restaurant owners' requirements.

Final bar.png
Final just line.png

Lessons 

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.

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