TouchBistro online ordering integration
What is TouchBistro?
TouchBistro is a restaurant management system for all types of restaurants, providing point-of-sale, which is the core product, payments, reservations, loyalty, online ordering, and gift cards for over 30,000 restaurants mainly located in the US & Canada. Major Competitors: Square, Toast, Lightspeed
Project Background & Assumptions
The food delivery service is a significant revolution in the food industry over the past few years. 60% of American consumers order takeout or delivery at least once a week.
On the other hand, it forces the restaurants to have to get into this market to keep competitive, most of them sign up on as many platforms as they can to hit all the consumers. Each of those platforms will provide a tablet or an application for the restaurant to manage the orders, some busy restaurants have one or even more delicate staffs to handle it.
Business Objective
- As the backbone of the restaurant, keep the order management feature consistent when the restaurants run on multiple 3rd party online ordering platforms.
- Keep the all-in-one software of the restaurant (sales, menu, reporting need to include online ordering transactions)
- The first step of building Touchbistro online ordering product
- Reduce the time of handling the online ordering
- Prevent missing orders
Research Objectives
- To understand the pain points
- To understand the different flows of handling online orders
Budget: $800 for this research, with $50 incentive per participant. If 6 participants = $300 If 8 participants = $400 If 12 participants = $600
Surveys
Demographic Questions
- Where is your restaurant located?
- What is your restaurant type?
- Which online ordering platforms are your restaurant using?
- How long since your restaurant provide online orderings?
- What is your role in your restaurant?
Survey Questions
- Who is responsible to handle the online orders?
- How many online orders does your restaurant get daily?
- How much does online orders are part of restaurant total revenue?
- How often do you reject orders?
- How often do you get cancelled orders?
- How often do you get scheduled orders?
- Any reasons cause you reject orders?
- What information do you need to accept the order?
- What information do you need for someone to pick up?
- Which steps is the most problematic?
Insight
Interviews
Qualitative Data Collection
Visited and observed 4 restaurants in Toronto (2QSR, 2FSR), and online interviewed 3(2QSR 1FSR) restaurants in the US.
Pain points
- Input the order into POS incorrectly because processed manually, leading to order accuracy errors and chargebacks to the restaurant.
- Labour cost/inefficiency, some venues need a dedicated person to handle online orders.
- Sales & fee reports are all separate based on the online ordering platform, difficult for the restaurant to reconcile orders and compare performance across third parties.
- Restaurant staff not just need to handle the lineup in the venue, but all the orders from different tablets at the counter at the same time.
- Staff may miss the order because there are too many devices.
- Staff need to update the menu one by one, for example when a menu item is sold out, the user needs to update the status one by one across all online ordering platforms.
Persona
Ideation
- Auto accept orders
- Machine learning order ready timer
- Notification for online orders
- Menu sync for all platforms (including sold-out items)
- Swipe accept orders
- Highlight Special Requests
- Unify order information
- Mark item sold out when choosing sold out in reject reason
- Permissions for online orders (required devices & user, warning if no device is turned on)
Prioritization
Value/Effort Mapping
MoSCow method
Success Metrics
- % of online orders handle on POS (customer can still use online order platform devices)
- % of timeout orders
- Duration of order from received to response
Data Tracking
- Duration of each stage
- # of online orders
- % of orders handled on online order platform device
- % of rejected orders
- % of cancelled orders
- % of reject reasons
- % of pickup/delivery
- % of different platforms of orders/ revenue
User flow
Original order screens
Wireframes
Iteration
Final UI
Components
Usability Testing
17 responses recruited from customer feedback group. (Including restaurant that not provide online ordering)
Beta Testing
Feedback from Beta
- Louder sound effect for new orders
- Printer error when multi orders print at once
Result
Success Metrics
- 99.6% of online orders handle on POS
- 0.3% of online orders timeout
- 87% of online orders being accepted in 15 seconds
Review
- Unable to eliminate all online order platform devices since the API cannot support messages
- Ubereats not allows its reports compiler with other platform together
- Partner (Checkmate) onboarding process is all manual