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Grubhub On-Site Redesign
Research
Existing UX Timeline
During this stage, I engaged in desk research on the Grubhub brand and started looking at the existing customer experience.
Interviews
After organizing research into service stages and making a facilitation guide I interviewed 10 peers on their Grubhub On-site experiences. Then placed their comments into synthesis buckets.
What people are saying...
"It doesn't handle the influx of people who order at noon. The number of times it has crashed on campus I knew I couldn't trust it."
"Sometimes you don't have a choice to wait or not, there have been a few times I had to go to class and leave the food. I texted someone and told them they could have it."
"Usually I'm hovering wherever waiting for my order, GH doen't update when it finishes the food since it's busy, no service, or it hasn't updated."
Build students trust in the GrubHub System
Reduce wait times as well as food waste
Give students control over what happens when orders are delayed
Design Princibles
The Current System
The Prototype
The system automatically filters restaurants by wait times unless the user manually turns it off.
New progress bar updates are color coordinated with TV system
While orders are in progress students can reschedule orders so they don’t have to be abandoned
Student check in triggers the order to begin in the kitchen.
Kitchen is cooking the order
Order support and hand off finalize the order
While orders are “in progress” students have the option to delay orders or cancel. This gives students a sense of control over their order while avoiding waste, and students abusing the system.
A Better System
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