Redesign and enhancement of a SaaS back-office for restaurants (different projects)

The challenge: simplifying complexity and enhancing autonomy

Redesigning a back-office SaaS platform for the restaurant industry is no small feat, especially when that platform is already in use by thousands of clients with vastly different needs. The challenge was twofold: to create a system that catered to the unique requirements of different personas—ranging from single-location restaurants to mid-market chains—while also ensuring that the technological ecosystem remained robust and reliable throughout the transformation.

The Process: Lean Improvement and User-Centric Design

I applied a lean process improvement methodology to systematically address the platform’s deficiencies. This involved:

Design tools used:

• Stackholder interview
• Competition analysis
• Persona
• User flow
• User test
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Main features:

• Navigation redesign: I restructured and simplified the platform's navigation to simplify access to key functionality, reducing the time, training and effort required to complete daily tasks.
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• Creation of a design system: In my job as a product designer, I work on multiple projects such as the mobile app, ordering kiosks, online ordering... Each product is intended for different users and very specific devices. Each product is aimed at different users and very specific devices. But to manage all these products, we had to completely overhaul the back-office in order to simplify it and make day-to-day operations as straightforward as possible.
  I developed a comprehensive responsive design system that accelerated development cycles and delivered a consistent user experience across all devices. This design system standardized components, making it easier to update and extend the platform.
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• Redesign of promotion creation: I completely rethought the way promotions were created and managed, with an emphasis on user autonomy. The new system enabled customers to set up promotions quickly, track their effectiveness and make adjustments on the fly, all within an intuitive interface.
  I completely reimagined the promotions module with a focus on user autonomy and simplicity. The new system allowed users to create, schedule, and monitor promotions with just a few clicks. I incorporated templates and guided workflows that reduced the likelihood of errors and made the entire process more intuitive. This change empowered clients to take full control of their promotional efforts without needing extensive support and reduce operational cost.
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• Development of marketing and loyalty tools: I worked on concepts that integrated marketing and loyalty functions, enabling restaurateurs to build stronger relationships with their customers through targeted campaigns and rewards programs.
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Within a few months of activating the promotion module, 70% of customers had become autonomous, compared with just 15% before.

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