Startup

MENUTAP

// A menu management platform

OVERVIEW

MenuTap is a product under the TappedIn brand that allows restaurateurs to add and update menu items in a singular platform and that content gets pushed outward to all the relevant and associated platforms used by the restaurant. TappedIn just developed a beta version for MenuTap.

This is the first project coming from a real client. My team and I were asked to design an intuitive interface and easy-to-use user experience to manage online menus and various iterations and modifiers required to integrate with the third-party applications.

Time

June 2020 (4 weeks)

Team

5 UX design team members

Tappedin CEO

My Role

UX Researcher

UX Designer

UI Designer

BACKGROUND

Understanding the Problem

Based on what we have learned from the kick-off meeting with TappedIn CEO, we learned that restaurant clients usually send email or messages to TappedIn account managers about the menu changes they would like to make. TappedIn staff, as the middleman, manually log into the third-party platforms or use Zoho Desk to update and double check if it completed. It is considered to be an unsustainable method mainly because of

  • Long turnaround time
  • Unstable human elements

User Flow with Manual Processes

Based on what we have learned from the kick-off meeting with TappedIn CEO, we learned that restaurant clients usually send email or messages to TappedIn account managers about the menu changes they would like to make. TappedIn staff, as the middleman, manually log into the third-party platforms or use Zoho Desk to update and double check if it completed.

Business & Design Goals

Therefore, TappedIn would like to offer a self-service product MenuTap, which is served to be the one-stop solution for restaurateurs to manage menus across various online platforms with one login system. MenuTap will leverage APIs to talk directly to those third parties to pull in all required information from the third-parties, inquiring the same information from the restaurant owners before transferring that same information back to those platforms. The goal here is to save hundreds of manual man-hours by providing a single home for menu updates and allow more accurate transfer of menu information from the restaurant to the third-party platforms.

Beta Version

TappedIn has developed a Beta Version, and we decided to identify any usability issues and determine the critical features to optimize our UX design in the research process.

Initial Scope of Work

In the first kick-off meeting with TappedIn CEO, we confirmed that the initial scope of work included the three flows:

  • Set up an account
  • Add a new menu
  • Modify a menu item

SOLUTION

Design I’ve Worked On

Research Goals

After learning the purpose of MenuTap and scope of work, our team would like to conduct interviews with Subject Matter Experts (SME) and restaurateurs in order to have a better understanding about restaurant industry and 3rd party platforms.

  • To be familiar with the current beta version and define our design space
  • To understand the user goals and needs
  • To uncover any pain points with the existing user flow that are overlooked
  • To learn the common features and menu elements from the lead competitors
  • To identify any usability issues of the beta version

DISCOVERIES

SME Interviews

Our team conducted interviews with 5 SMEs including MenuTap information architect, menu designer, Tappedin staffs

Beta Version is Flexible & Customizable

  • Tracking feature is available
  • Users can group categories
  • Users can set different prices for different platform
  • PDF is NOT supported by Beta version, prefer spreadsheet

User Interviews

MenuTap is a self-service menu management platform. Our team would like to confirm if restaurateurs are willing to use this platform and learn more about their needs and pain points. Therefore, we conducted interviews with 6 restaurant owners and managers.

  • Willing to use MenuTap if it is intuitive
  • Easy to edit & share menu
  • Prefer form field when adding data
  • A better way of tracking when menus are updated
  • Color coding feature
  • Interviewees either email to ordering platforms or use TappedIn service to make menu changes, and it is difficult to make real-time updates, especially daily special
  • Modifying add-ons is complicated
  • Interviewees were unclear with how to engage with Beta version and not sure if the table of Beta version is clickable

Competitive Analysis

IDEATION

Work flows

Based on the research, our team had a brainstorm session and a work flow workshop, creating the three main work flows.

Wireframing

Each team members created paper wireframes for the three primary flows and had a ideation session. I came up with the idea of letting users to download the MenuTap template and then upload to the platform. It might help to eliminate manual errors and save users’ time. My team agreed with the idea and used in the flow of adding a new menu. In addition, in order to make the flows more seamless, besides the three main flows, we need a dashboard to indicate some valuable wedgets, linking to 3rd party platforms flow, creating modifier group flow which are out of initial scope of work. The actual solutions for the pain points found in research are more complicated than we estimated, but we thought it was worthy to design a more valuable and integrated product. Our client TappedIn CEO also give some ideas about dashboard and the other flows. Our final scope of work:

  • Account setup & onboarding
  • Add a menu: 1. Download template & upload 2. Manually add
  • Add a menu item and modifier
  • Add a modifier group
  • Edit the modifier of a menu item
  • Sync to 3rd party platforms

USABILITY TEST I

Our team conducted 2 rounds of usability test with total 10 participants who are either in restaurant industry or TappedIn staffs. Participants were asked to finish 5 tasks:

  • Create an account
  • Add a lunch menu (two ways)
  • Add the caesar salad to the lunch menu
  • Create modifier group “Choice of leaf”
  • Remove “Grilled potato” from the modifiers of Steak Sandwich

ITERATION

In the first round of usability test, we gained some constructional feedback and iterated the wireframes:

  • We made one flow for creating a new menu and one flow for adding menu item information. However, in the real world, users would add menu item right after adding a menu. We decided to refine the two flows.
  • We thought that users would add menus separately such as breakfast, lunch, and dinner, etc. However, many restaurants only have one main menu serving the whole day with different categories.
  • After selecting the menu item, users missed the “three dots” for more actions. I make the action button more obvious.
  • 75% of users expressed preference of pop-up window over a new page when entering data because pop-up window can give more context.
  • 100% of users confused about "combine with" and pre-modifier in the “creating a modifier group” flow. We decided to delete the two phases since they didn’t affect the function of the flow.

USABILITY TEST II


FINAL HANDOFF

Annotated Wireframes

Future Recommendation

  • A guided onboarding tour
  • Flows/pages: Account, Settings, and Help screens
  • Make double click to edit cell available
  • Allow users to import different file formats of menu
  • POS integration with the platform