GRUBCENTRAL
Designed at Grubhub
CHALLENGE
Restaurants relied on the customer care team to adjust menu items, individual orders, store hours, etc. I created ways to help restaurant owners and employees have control over their Grubhub experience.MAIN OBJECTIVE
Create a web application to serve as the one-stop-shop for Grubhub’s restaurant partners.MY ROLE
User Experience Design, Interface Design, Branding, Usability Testing, and PrototypingCOLLABORATORS
Product Management, Development, Research, Customer Care, and DataINITIATIVES
ORDER PROCESSING
I designed a responsive tool for restaurant employees to quickly manage their menu, orders, hours, and more. This web application is utilized in 50,000+ restaurants across the United States every day. I also designed many unique icons to differentiate order type (spill-prone orders, bicycle delivery pickup, etc.).
ORDER ADJUSTMENT
Whether it’s extra guacamole or a side of fries, order changes are inevitable. I designed a simplified adjustment experience that fit our fast-paced user needs. This solution reduced interaction time and reduced calls to customer care.
BENEFITS
︎ No typing︎ No hidden content
︎ Smart defaults
︎ No unnecessary form fields
REASONING BEHIND CHANGES
- Since there is usually one person managing each Grubhub tablet, I don’t need their name everytime they adjust an order.
- Users interact with the tablets at arms-length, so they need massive touch-targets.
- Users have tons of responsibilities, so I expedited the order-adjustment process by integrating data-informed selection choices.
RATE YOUR DRIVERS
There were three key reasons to collect driver feedback from restaurant partners. First, it could quickly identify problematic drivers. Second, high-performing drivers could be appropriately awarded. And last, driver ratings could highlight differentiating factors about Grubhub delivery services.I conducted research with restaurant employees to determine the most common feedback scenarios, wire-framed the user experience flow, and applied branded UI components. I also worked closely with the development and business teams to create a solution within our development constraints. This feature was popular with restaurant partners, because it helped them feel valued and listened to.
RESEARCH
The environment is hectic
The employees who utilize GrubCentral juggle an endless list of responsibilities. I respected that context by creating solutions that were simple, clean and quick.
The employees who utilize GrubCentral juggle an endless list of responsibilities. I respected that context by creating solutions that were simple, clean and quick.
Managers are mobile
Restaurant managers are constantly monitoring and engaging with their Grubhub account on-the-go. I focused on lean, responsive experiences which were accessible from any device.
Restaurant managers are constantly monitoring and engaging with their Grubhub account on-the-go. I focused on lean, responsive experiences which were accessible from any device.
Not afraid to end the relationship
There are countless competitors in the delivery marketplace. Since the top prioirity is serving and satisfying the greatest number of customers, restaurants wouldn’t hesitate to break ties with a cumbersome delivery platform. I needed to make GrubCentral the best delivery tool.
There are countless competitors in the delivery marketplace. Since the top prioirity is serving and satisfying the greatest number of customers, restaurants wouldn’t hesitate to break ties with a cumbersome delivery platform. I needed to make GrubCentral the best delivery tool.
