company
DEliveroo
launched in
2 months
senior product designer
+ pairing with ux disciplines
company
tint.ai
launched in
2 months
lead product designer
+ manager to 2 designers
01
//Approach
Three Phases
//Approach
Three Phases
Getting them set up for success
Getting them set up for success
Getting them set up for success
Early engagement is directly linked to long term retention.
01
Discover and Analysis
For a new restaurant, joining Deliveroo was convoluted and confusing. In fact, in 2 years 40% of partners had never logged in. 20% of restaurants never made it through onboarding and never opened for orders. Our process was optimised for onboarding Enterprise level partners – but most of our base is small, local restaurants. We had to educate on the tool as well as the new functionality, every time. We weren’t set up for success with high-profile launches coming in 2020 I focused on improving the experience of small businesses on the online platforms, which virtually are the only touch points this base has with us. Mind you: if every Local Bronze got 1x more order a week, we’d make ~1.5m a year in extra commission revenue. They also pay the highest commission out of all partners.
Discover and Analysis
For a new restaurant, joining Deliveroo was convoluted and confusing. In fact, in 2 years 40% of partners had never logged in. 20% of restaurants never made it through onboarding and never opened for orders. Our process was optimised for onboarding Enterprise level partners – but most of our base is small, local restaurants. We had to educate on the tool as well as the new functionality, every time. We weren’t set up for success with high-profile launches coming in 2020 I focused on improving the experience of small businesses on the online platforms, which virtually are the only touch points this base has with us. Mind you: if every Local Bronze got 1x more order a week, we’d make ~1.5m a year in extra commission revenue. They also pay the highest commission out of all partners.
01
Discover and Analysis
For a new restaurant, joining Deliveroo was convoluted and confusing. In fact, in 2 years 40% of partners had never logged in. 20% of restaurants never made it through onboarding and never opened for orders. Our process was optimised for onboarding Enterprise level partners – but most of our base is small, local restaurants. We had to educate on the tool as well as the new functionality, every time. We weren’t set up for success with high-profile launches coming in 2020 I focused on improving the experience of small businesses on the online platforms, which virtually are the only touch points this base has with us. Mind you: if every Local Bronze got 1x more order a week, we’d make ~1.5m a year in extra commission revenue. They also pay the highest commission out of all partners.
02
Design and Implement
To investigate this further, a content designer, a UX researcher and I reached out to form a multidisciplinary team with people across the org. There was a dilapidated understanding of the process in general, since each part of the org only understood onboarding from their unique points of view. With this, I had 3 weeks to produce an MVP. I was able to turn around work that spanned from that to a complete strategy, and informed the communication touch points. This way we could focus on not only speak the same language but to also direct more traffic to our online platform. This includes a guidance module in the home page, but also actionable empty states for all pages. Our focus was on creating a simplified end-to-end journey, from signing the contract to getting their first order.
Design and Implement
To investigate this further, a content designer, a UX researcher and I reached out to form a multidisciplinary team with people across the org. There was a dilapidated understanding of the process in general, since each part of the org only understood onboarding from their unique points of view. With this, I had 3 weeks to produce an MVP. I was able to turn around work that spanned from that to a complete strategy, and informed the communication touch points. This way we could focus on not only speak the same language but to also direct more traffic to our online platform. This includes a guidance module in the home page, but also actionable empty states for all pages. Our focus was on creating a simplified end-to-end journey, from signing the contract to getting their first order.
02
Design and Implement
To investigate this further, a content designer, a UX researcher and I reached out to form a multidisciplinary team with people across the org. There was a dilapidated understanding of the process in general, since each part of the org only understood onboarding from their unique points of view. With this, I had 3 weeks to produce an MVP. I was able to turn around work that spanned from that to a complete strategy, and informed the communication touch points. This way we could focus on not only speak the same language but to also direct more traffic to our online platform. This includes a guidance module in the home page, but also actionable empty states for all pages. Our focus was on creating a simplified end-to-end journey, from signing the contract to getting their first order.
03
Deliver and Monitor
Since it’s launch in February 2020, we saw retention for product raise by 5%, and this early success has fostered discussions for not only the continuation of this project, but bringing into its folds other initiatives, such as automation of processes partners could only do through email – self-serve settings. We also had +17.29% new vistors in 2 months after the launch: X2 the growth rate from the previous comparable period. This gave me the opportunity to propose a new self-serve onboarding flow that reduced the steps from 14 to 6. It directs traffic to the online platform as soon as possible in the journey, creating the one-stop shop for all things restaurant.
Deliver and Monitor
Since it’s launch in February 2020, we saw retention for product raise by 5%, and this early success has fostered discussions for not only the continuation of this project, but bringing into its folds other initiatives, such as automation of processes partners could only do through email – self-serve settings. We also had +17.29% new vistors in 2 months after the launch: X2 the growth rate from the previous comparable period. This gave me the opportunity to propose a new self-serve onboarding flow that reduced the steps from 14 to 6. It directs traffic to the online platform as soon as possible in the journey, creating the one-stop shop for all things restaurant.
03
Deliver and Monitor
Since it’s launch in February 2020, we saw retention for product raise by 5%, and this early success has fostered discussions for not only the continuation of this project, but bringing into its folds other initiatives, such as automation of processes partners could only do through email – self-serve settings. We also had +17.29% new vistors in 2 months after the launch: X2 the growth rate from the previous comparable period. This gave me the opportunity to propose a new self-serve onboarding flow that reduced the steps from 14 to 6. It directs traffic to the online platform as soon as possible in the journey, creating the one-stop shop for all things restaurant.
02
//GALLERY
//GALLERY
Project gallery
Project gallery
Project gallery
Principles used: reuse, reduce, revamp – both for design and engineering.
02
//Work by type
PICK YOUR BREW
WORK
by TYPE
01
Design Systems
02
Data led dashboards
03
Onboarding
04
Products
05
Websites
//Work by type
PICK YOUR BREW
WORK
by TYPE
01
Design Systems
02
Data led dashboards
03
Onboarding
04
Products
05
Websites
02
//Work by type
PICK YOUR BREW
WORK
by TYPE
01
Design Systems
02
Data led dashboards
03
Onboarding
04
Products
05
Websites
02
//Work by type
PICK YOUR BREW
WORK
by TYPE
01
Design Systems
02
Data led dashboards
03
Onboarding
04
Products
05