My role
UX Lead -- Interaction Design, Visual Design, User Flows, Hifi Prototyping and user research
Team
Product designer
Product manager
Flutter engineer
Flutter engineer
Quality assurance engineer
Timeline
8 weeks
Overview
We're undertaking this project because, following the merger of Formitable, Tablebooker, and Resengo into Zenchef, we need to migrate existing customers to the Zenchef back-end.
This is a complex task due to the various tech stacks, cultures, and standards involved. Additionally, there's a hard deadline to complete the migration within the year to achieve cost savings.
To meet this challenge, our goal is to design tools that automate complex upgrade tasks, reducing the need for extensive support or manual effort by the restaurants.
Furthermore, these tools will help raise awareness and cultivate a strong desire to transition to ZenchefOS, ensuring a smooth and efficient migration process.
CONTEXT
Hard deadline
Once the merger of Formitable, Tablebooker and Resengo to Zenchef was official we needed to migrate the existing customers to the Zenchef back-end. Which is no easy task with a lot of different tech stacks, cultures and standards. This also brought a hard deadline because we needed to migrate every restaurant to the new system within the year for cost saving reasons.
Recognising the value of time, the goal is for our tools are to be designed to automate complex upgrade tasks, minimising the need for extensive support to or manual effort by the restaurant. Additionally our tools can provide a platform that facilitates awareness and helps cultivating a strong desire to transition to ZenchefOS.
Primary
Raise the onboarded restaurants per month, per COM (Customer onboarding manager) from 35 to 56
Secondary
Reduce the avg onboarding lead time as part of upgrade by at least 25%
The Problem
Key insights
To better understand how our users feel about migrating to another back-end system. I conducted user interviews with the help of my product manager.
Make it clear. And intuitive as possible
Make it easy. And automated as possible for the restaurant
Be honest. Not being well informed is worse than not being informed at all. Be honest about what features might be missing
Make it clear
Do it well
We understood that migrating your whole restaurant, business and sometimes livelihood can be a scary thing to do. So before that we had a close relation with the marketing team to ensure the right information had been shared on channels beforehand. We held webinars and updates the FAQ
That’s why I made the choice to make it easy and accessible through a dismissible banner. This banner can be placed on top of the page on every one of the 4 back-ends.
The primary button leads to a modal where the user can learn get more information about the process and what to expect.
The secondary button goes to the Zenchef page where the user can learn the backstory of the company.
Make it easy
This wasn't going to be your typical update.
Do it well
The restaurant industry is busy and hectic, so with Co-Pilot, we aimed to make things as easy as possible for restaurant owners. That's why we made it mobile-only—no desktop or iPad—to encourage users to focus on the migration without distractions.
We kept manual input to a minimum to ensure security and simplicity. Our approach automates most of the migration process, letting users review their data whenever it suits them. Plus, we provide a migration report that shows what's been moved, what's missing, and how to fix any issues. This setup aims to reduce stress, streamline operations, and boost user confidence in the migration process.
Automate it. We migrate everything we can
Dot the i’s and cross the t’s. Give the restaurant a final chance to check if the back end has been set up right.
Make the jump. The restaurant finally can use the new system
Highlight
New style
With the merger, we received a new brand design that we swiftly implemented into Co-Pilot. Additionally, I focused on developing a design system, creating components and tokens to ensure consistency and efficiency across our products.
Switch to ZenchefOS
Review upgrade checklist
Download data report
Retrospective
Outcome & learnings
We thought things would go more smoothly, but we hit unexpected bumps during the design phase. This meant we had to spend more time tweaking and revising things than we planned for. It also caused delays in development because we couldn't move forward until the design was sorted out. Looking ahead, we'll start planning our designs earlier so development isn't left waiting again.
Primary
In the time of writing we increased the onboarded restaurants from 35 to 40 per month. Its a slight increase we hope to improve further.
Secondary
Unfortunately because of the big demand the lead time has increased to an average of 3 weeks
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