To get to the bottom of the possible implications of this change, a content designer, a UX researcher and I ran 8 face to face interviews with key chains, QSR’s, and local bronze restaurants. We also spoke to delivery operational managers, who aren’t tied to a specific site, but overlook how delivery is performing across all branches. Our aim was to understand each restaurants step by step delivery workflow, and how confident they feel in knowing when a rider will arrive. We then went through some ideas to get feedback. The answer was: chaos. Small businesses don’t want to put all their eggs in one basket, so we are one of many inbound order apps they will be using – and each comes with their own POS (point of sales) app and device. We’re rarely their main focus. They have orders coming in from in-house and (usually) multiple delivery partners.