VISUAL DESIGN
FOOD
2024
Order Reviews on FoodCourt
A redesign of FoodCourt's order review flow, built to surface a feature almost nobody knew existed, and give the data team the insight they'd been missing.
FoodCourt's data team needed deeper customer insight to refine marketing and improve service delivery. The existing review flow wasn't generating enough useful feedback, so we set out to design something that would naturally encourage users to share their experience, while collecting more actionable insight around the customer experience.
My role covered user research and visual design, working closely with the product manager and mobile engineers throughout the project.
May 2, 2024 - May 10, 2024 (Design phase)
In the first version of the app, leaving a review meant finding your way to order details first, a screen many users didn't even know existed. The review feature lived quietly inside it, rarely discovered and effectively invisible to most of the people it was built for.
As FoodCourt grew, the lack of feedback became a bigger problem. The data team needed more insight into customers' experiences to help inform decisions around food quality and delivery, but the existing flow wasn't giving them enough useful responses.
Before redesigning the experience, we needed to understand the different types of orders the new review flow would need to support. We identified two distinct ordering behaviours.
Some users ordered from a single brand at a time, while others combined meals from multiple brands into one order. Although both groups were leaving reviews, the structure of their feedback needed to be different.
For single-brand orders, users could leave feedback based on their overall experience. For multi-brand orders, feedback needed to remain distinguishable across each brand so that insights into food quality stayed accurate and actionable.
