1. Project Summary

Joystop is an upgraded business model from an Aussie based Brand, which has 125+ stores across Australia. The Joystop App was designed to provide a seamless digital food ordering experience, addressing key pain points in drive-thru congestion, order mistakes, and limited customisation options.

This multi-brand platform aimed to:
✅ Improve customer experience by reducing order mistakes & wait times.
✅ Solve store overcrowding issues with pre-ordering & location-based features.
✅ Enhance convenience & personalisation through smart ordering suggestions, reordering, and a digital wallet for gift cards.

Key Challenges:

❌ Poor Drive-Thru Experience – Ordering via a speaker led to frequent mistakes and users feeling rushed.
❌ No Pre-Ordering Option – Customers had no way to pre-order, causing congestion.
❌ Lack of Personalization – Most food ordering apps required too many steps and lacked real-time order tracking.
❌ Limited Cuisine Variety – Only one cuisine option at traditional drive-thrus, reducing customer choices.

2. Problem Statement & Business Impact

The Problem Statement

• Drive-thru ordering was inefficient, leading to order mistakes & long wait times.

• Stores faced overcrowding and slow service speeds due to a lack of pre-ordering options.

• Users wanted a faster, smarter, and more personalized ordering experience without unnecessary complexity.

• Many existing food apps required too many personal details and lacked transparency in tracking orders.

Business & User Impact

• Longer wait times led to customer dissatisfaction & lost sales.

• Inefficient ordering processes caused congestion & operational inefficiencies.

• Lack of digital engagement meant limited opportunities for customer retention & loyalty programs.

3. Product Manager & Product Designer Contributions

Product Manager Role (Strategy, Execution, & Delivery)

• Product Strategy & Roadmap Development – Defined vision, goals, and product roadmap based on business needs and user insights.

• Cross-Functional Leadership – Worked with engineering, UX, marketing, and business teams to align on priorities and execution.

• User Research & Data Analysis – Conducted customer interviews, competitive benchmarking, and market research to validate features.

• End-to-End Product Lifecycle Management – Managed planning, execution, testing, and post-launch optimizations.

• Feature Prioritization & Backlog Grooming – Balanced user needs, technical feasibility, and business impact to optimize development efforts.

• Performance Monitoring & Iteration – Measured KPIs such as order accuracy, speed, and user retention, iterating based on data insights.

Product Designer Role (UX/UI, Prototyping, & User Experience)

• User-Centered Design Approach – Led end-to-end UX/UI design focusing on seamless ordering, personalization, and visual hierarchy.

• Wireframing & Prototyping – Designed low & high-fidelity wireframes, interactive prototypes, and UI components for iterative testing.

• Visual & Interaction Design – Developed aesthetic and intuitive interfaces, ensuring branding consistency across different food brands.

• Designing for Accessibility & Personalization – Included kJ details, dietary filters, and AI-powered food recommendations for an inclusive user experience.

• Usability Testing & Iteration – Conducted A/B testing, heatmap analysis, and real-world usability testing to refine the design.

• Handoff to Developers – Provided design specifications, assets, and UX guidelines to ensure smooth engineering execution.

4. Research & Insights (Understanding the Problem)

User Research & Data Analysis

🔍 Customer Interviews: Users struggled with rushed drive-thru orders, errors, and long wait times.
📊 Heatmaps & Session Recordings: Identified friction points in existing ordering apps.
📈 Market Research: Studied McDonald's, Uber Eats, and DoorDash UX flows to identify best practices.

Key Insights & Takeaways

💡 Customers wanted a smoother drive-thru ordering experience with real-time tracking.
💡 Reordering & smart suggestions were critical for repeat customers.
💡 Users preferred simplified app navigation & minimal data input requirements.

5. Solution & Execution (How We Solved It)

📍 Smart Location Suggestions

🏠 Multi-Brand Homepage for Easy Browsing

📋 Product Details with Accessibility Filters

🔄 One-Click Reorder & Smart Customization

🎁 Digital Gift Card & Wallet Integration

End-to-End Execution Process

📍 Project Initiation – Defined project goals, KPIs, and competitive differentiation.
📍 Planning – Created a feature roadmap, estimated development efforts, and prioritized MVP features.
📍 Execution – Designed UI/UX wireframes, built interactive prototypes, and aligned engineering execution.
📍 Testing & QA – Conducted usability testing, iterative feedback loops, and app performance optimization.
📍 Deployment & Go-Live – Launched the Joystop app, onboarded internal teams, and monitored initial adoption.
📍 Closure & Maintenance – Analyzed user feedback, refined UX flows, and improved order speed & tracking accuracy.

6. Final Thoughts

The Joystop App successfully redefined the drive-thru & mobile ordering experience, leading to higher order accuracy, faster service, and increased customer retention. By prioritizing user-centric design, personalization, and real-time tracking, we built an intuitive and engaging digital experience that sets Joystop apart in the competitive food ordering market.

🚀 With my expertise as a Product Manager & Product Designer, I drive business growth by creating scalable, user-friendly, and high-impact digital experiences.