Otter Order Manager
All-in-one restaurant managing system
Otter Order Manager consolidates all delivery services with one tablet. From the integrated system, it helps to automatically accept orders, track and monitor the status, pause the unpause stores, 86 menu items, update store hours, measure the success with comprehensive reporting and insights.
Role
Lead product designer
Platform
Android tablet
Date
Q1-Q2, 2023
Launch status
Check out at
Context
Context
Context
Context
A refresh design work which aims to upgrade web experience to native Android tablet.
By H1 2022, OM (Order Manager) has grown to 80k active locations (32 % of all otter active locations). As the customer persona and feature sets grow, a few problems and questions started to emerge. One of the key issues with OM today is its poor performance and reliability. As a means to improve the overall performance of OM, we are planning to build this natively within Android.
By H1 2022, OM (Order Manager) has grown to 80k active locations (32 % of all otter active locations). As the customer persona and feature sets grow, a few problems and questions started to emerge. One of the key issues with OM today is its poor performance and reliability. As a means to improve the overall performance of OM, we are planning to build this natively within Android.
By H1 2022, OM (Order Manager) has grown to 80k active locations (32 % of all otter active locations). As the customer persona and feature sets grow, a few problems and questions started to emerge. One of the key issues with OM today is its poor performance and reliability. As a means to improve the overall performance of OM, we are planning to build this natively within Android.
By H1 2022, OM (Order Manager) has grown to 80k active locations (32 % of all otter active locations). As the customer persona and feature sets grow, a few problems and questions started to emerge. One of the key issues with OM today is its poor performance and reliability. As a means to improve the overall performance of OM, we are planning to build this natively within Android.
Group ideation exercise
Group ideation exercise
Group ideation exercise
Group ideation exercise
What is so hard for managing orders?
What is so hard for managing orders?
What is so hard for managing orders?
Q1 2023
Q1 2023
Q1 2023
Q1 2023
6 people (4 designers, 2 pms)
Align on the goals for 2023.
Review & voting on proposed themes and generate ideas based on user journeys
6 people (4 designers, 2 pms)
Align on the goals for 2023.
Review & voting on proposed themes and generate ideas based on user journeys
6 people (4 designers, 2 pms)
Align on the goals for 2023.
Review & voting on proposed themes and generate ideas based on user journeys
6 people (4 designers, 2 pms)
Align on the goals for 2023.
Review & voting on proposed themes and generate ideas based on user journeys
Merchant's daily work is not a linear workflow, they have to manage multiple systems at the same time without second think. Efficiency is the first priority during the whole process.
Merchant's daily work is not a linear workflow, they have to manage multiple systems at the same time without second think. Efficiency is the first priority during the whole process.
Merchant's daily work is not a linear workflow, they have to manage multiple systems at the same time without second think. Efficiency is the first priority during the whole process.
Merchant's daily work is not a linear workflow, they have to manage multiple systems at the same time without second think. Efficiency is the first priority during the whole process.
Design Goal
Design Goal
Design Goal
Design Goal
Consolidate online and offline orders
Reduce missed orders
Increase staff efficiency
Control storefronts and menus with ease
Consolidate online and offline orders
Reduce missed orders
Increase staff efficiency
Control storefronts and menus with ease
Consolidate online and offline orders
Reduce missed orders
Increase staff efficiency
Control storefronts and menus with ease
Consolidate online and offline orders
Reduce missed orders
Increase staff efficiency
Control storefronts and menus with ease
Ergonomics device
Ergonomics device
Ergonomics device
Ergonomics device
Why choose tablet?
Why choose tablet?
Why choose tablet?
User's painpoints
Difficulty managing orders through laggy web performance
Delays receiving orders between Otter and OFO tablets
Inability to control or organising order
Frustrated and unsatisfied with onboarding experience
Difficulty managing orders through laggy web performance
Delays receiving orders between Otter and OFO tablets
Inability to control or organising order
Frustrated and unsatisfied with onboarding experience
Difficulty managing orders through laggy web performance
Delays receiving orders between Otter and OFO tablets
Inability to control or organising order
Frustrated and unsatisfied with onboarding experience
Difficulty managing orders through laggy web performance
Delays receiving orders between Otter and OFO tablets
Inability to control or organising order
Frustrated and unsatisfied with onboarding experience
User's painpoints
"It's hard to make time for everything and because we have three locations, I have to go into different places to track orders…I want to get to the point where we can consolidate everything possible into one…"
"It's hard to make time for everything and because we have three locations, I have to go into different places to track orders…I want to get to the point where we can consolidate everything possible into one…"
Marshall - Owner of Pizza Court
Marshall - Owner of Pizza Court
"It's hard to make time for everything and because we have three locations, I have to go into different places to track orders…I want to get to the point where we can consolidate everything possible into one…"
Marshall - Owner of Pizza Court
"It's hard to make time for everything and because we have three locations, I have to go into different places to track orders…I want to get to the point where we can consolidate everything possible into one…"
Marshall - Owner of Pizza Court
Merchant's lifecycle
Merchant's lifecycle
Merchant's lifecycle
Merchant's lifecycle
The jobs to be done
The jobs to be done
The jobs to be done
How it looks today
How it looks today
How it looks today
How it looks today
Old web design
Old web design
Old web design
Web on tablet
Web on tablet
Web OM user
Web OM user
Now let's focus on brand new order manager
App Framework
App Framework
App Framework
App Framework
1
Home / Global Nav
1
Home / Global Nav
1
1
1
Home / Global Nav
Home / Global Nav
Home / Global Nav
2
2
App Nav
App Nav
3
3
3
Notifications
Notifications
4
4
List view
List view
5
5
Split view
Split view
6
6
Dine-in
1
Home / Global Nav
2
App Nav
3
Notifications
4
List view
5
Split view
6
Dine-in
What those numbers told us
What those numbers told us
What those numbers told us
What those numbers told us
Operational Metrics
Operational Metrics
Operational Metrics
Data updated on Sep - Nov, 2023
Data updated on Sep - Nov, 2023
Data updated on Sep - Nov, 2023
Data updated on Sep - Nov, 2023
In June 2023, the first iteration of native OM was launched to our first cohort of customers.
In June 2023, the first iteration of native OM was launched to our first cohort of customers.
In June 2023, the first iteration of native OM was launched to our first cohort of customers.
In June 2023, the first iteration of native OM was launched to our first cohort of customers.
24%
24%
24%
24%
USCAN accounts migrated
USCAN accounts migrated
USCAN accounts migrated
USCAN accounts migrated
3.74%
3.74%
3.74%
3.74%
1.05%
1.05%
1.05%
1.05%
Missed orders decreased
Missed orders decreased
Missed orders decreased
Missed orders decreased
4.17s
4.17s
4.17s
4.17s
Average faster on order accept
Average faster on order accept
Average faster on order accept
Average faster on order accept
The engagement levels have doubled up
The engagement levels have doubled up
The engagement levels have doubled up
The engagement levels have doubled up
More orders are marked ready & handed off
More orders are marked ready & handed off
More orders are marked ready & handed off
More orders are marked ready & handed off
But it is not necessarily suggest a positive user experience.
But it is not necessarily suggest a positive user experience.
But it is not necessarily suggest a positive user experience.
Overall performance optimised
Overall performance optimised
Overall performance optimised
Overall performance optimised
1.69%
1.69%
1.69%
1.69%
less on support contact rate
less on support contact rate
less on support contact rate
less on support contact rate
13.75s
13.75s
13.75s
13.75s
faster for app load time P90
faster for app load time P90
faster for app load time P90
faster for app load time P90
Post - study
Facility visit, Dec 2023
Facility visit, Dec 2023
Facility visit, Dec 2023
Facility visit, Dec 2023
Facility user
Facility user
Facility user
We learnt that some operators are just mashing down on the mark ready > mark handed off buttons. This doesn't help to speed up the process, and we were thinking to make the button set as part of customisation settings so that it fits each kitchen workflow individually.
We learnt that some operators are just mashing down on the mark ready > mark handed off buttons. This doesn't help to speed up the process, and we were thinking to make the button set as part of customisation settings so that it fits each kitchen workflow individually.
We learnt that some operators are just mashing down on the mark ready > mark handed off buttons. This doesn't help to speed up the process, and we were thinking to make the button set as part of customisation settings so that it fits each kitchen workflow individually.
We learnt that some operators are just mashing down on the mark ready > mark handed off buttons. This doesn't help to speed up the process, and we were thinking to make the button set as part of customisation settings so that it fits each kitchen workflow individually.
