Texas Roadhouse

Redesigning a restaurant's mobile app

Disclaimer: This is a personal redesign project, I am not affiliated with Texas Roadhouses design department.

During the pandemic, the restaurant’s revenue changed from the usual dine-in to take-out. During my shift, I noticed recurring frustrations among users using the mobile app. 

My Role

  • As a server, I troubleshot online and phone orders. As a UX/UI designer I conducted research, ideated user flows, and designed high-fidelity screens along with a style guide. 

Timeline

  • Duration: March-May 2020

Opportunity

  • By rearranging and testing the take-out flow, I think it can decrease the food ordering time.
  • The mobile app can use a new interface update. 

Goal

  • Create an obstacle-free ordering flow, update and improve the interface.

Research

User Interview

To validate recurring user pain points, I conducted phone interviews and found:

  • Increase in phone calls to place an order 
  • Meaningless pop-up UI screens

Insights

Comparative Analysis

Major Insight

Since Texas Roadhouse’s revenue was mainly from dine-ins, I chose competitors with established mobile apps pre-pandemic.

I found that at checkout, the system would remove their selected entree without an explanation. 

Modeling

Persona

Empathy Map

How might we notify customers an item is out of stock in order to facilitate a seamless transaction?

Design Framework

User Flow

By notifying users which item is out of stock before adding the item to their bag, it removes
confusion and the act of having to call the store.

Design Refinement

High Fidelity Wireframes

Business Impact

Metrics

  • Users went through the flow in a timely manner 
  • Users felt confident placing an order 

In Retrospect

Thoughts

Prior the pandemic, I had plans to improve these certain functions,

  • payment feature 
  • the rewards program
  • to adjust a tip

The pandemic challenged my design thinking process. My inspiration came from direct interaction with the users. I heard their frustration and wanted to resolve it.

As a first project, it was challenging yet fun to work on.