Food Ordering Experience
Client: JustEat Takeaway | Netherlands | iOS • Web • UX Research
Takeaway.com is the world’s biggest food ordering marketplace with over 98 million users and 1.1 billion “food moments” facilitated – and its mission is to empower your every food moment.
I started working at Takeaway.com as a Product Designer for the consumer platform. My focus lay on the “After Order” experience, leading the web product and often working with the iOS app. I was in constant collaboration with other Product Designers, UX researchers, UX writers, POs & Devs – focussing strongly on Design Thinking methodology and HCI principles.
Next to that, was heavily involved in developing and conducting UX research and data investigation for the customer domain as well as improving the company-wide design culture.
After-Order Experience
We wanted our platform to be known for our stellar self-service, quick response time, accurate information & empathetic user experience. In order to do that, we aimed to investigate, restructure and redesign the Foodtracker and the Help Centre. Both redesigns were implemented and achieved amazing results.
You can also check my UX Research on Chatbot Implementation for our CS Team.
UX Research With CS
I led a thorough investigation of Just Eat's Help Centre, which included interviews with the CS team, Usability Heuristics analysis and gathering data with the B.I. team. My expertise helped to improve the Help Centre and provide better support to our customers, decreasing the number of tickets issued by 10%.
Check my investigation and recommendations here.
