Restaurant Order Management

Amazon – UX Designer

As the UX designer, I moved a proof-of-concept merchant order management desktop web app to a tablet-optimized point-of-sale native app, based on field research and testing with restaurant owners and employees.

Situation

At Amazon, I was assigned to a codeword project: an online restaurant ordering system. The consumer-facing UX was underway, but the merchant side had been neglected. The initial design was a non-responsive, web-based order management portal meant for desktops.

Task

My role was to redesign the merchant order management system to fit the actual needs of restaurant owners and employees, ensuring it was efficient and user-friendly.

Action

1. Research and Evaluation: Immediately identified the lack of a mobile solution and conducted field research with local restaurants. Learned that most merchants used Android tablets for similar services and faced usability issues with our existing web app.
2. Prototype Development: Opted for a native app on Kindle Fire tablets due to cost-effectiveness and potential for easy rollout. Designed a prototype with features like notification sounds and screen flashes for new orders. Adjusted for unreliable internet by ensuring caching and network inconsistency handling.
3. User Testing and Iteration: Conducted testing sessions in kitchens, gaining insights like the need for an easy way to convey orders to the kitchen staff. Discovered the inefficacy of printing setups and adapted by adding a feature to print orders via fax.

Result

The redesigned app saw improved usability and integration into the restaurant workflow, supporting timely order management. After its launch, it became part of the Prime Now Restaurants experience, enhancing Amazon's presence in the local food ordering market.

“I have to go in the back room to even check for new orders, and it's a huge waste of time.”

- Restaurant Owner

A kitchen setup similar to one of our early merchants