Solving for Pandemic-Era Fragmentation
The COVID-19 pandemic necessitated a rapid shift to digital-first ordering, but existing touchpoints were often fragmented and inconsistent.
The Constraint
Deliver a cohesive, end-to-end experience across platforms—including consumer app, kiosk, and POS—within a strict three-week deadline.
The Objective
Ensure brand consistency and operational clarity so that ordering felt identical whether a customer was on their phone or at an in-store kiosk.
Systems Thinking at High Velocity
I led the design for the consumer app and self-ordering kiosk, focusing on a modular system to maintain quality under extreme time pressure.
- Comprehensive Design System: Developed a centralized library of buttons, forms, and icons to anchor the brand across vastly different hardware and screen orientations.
- Strategic Team Alignment: Coordinated with a team of four designers to align on strategy, scope, and handoffs from the start, preventing experience fragmentation across the journey.
- Context-Aware Design: Optimized flows for different environments—prioritizing speed for mobile users and large-format legibility for kiosk customers.
A Unified "One Brand" Experience
Successfully launched a synchronized ecosystem that eliminated friction between remote and on-site ordering.
Mobile Experience
A frictionless app flow for browsing, ingredient customization, and secure checkout.
Kiosk Experience
An intuitive, large-format interface mirroring the mobile app's logic for effortless in-store conversion.