Express 24 Merchant
Merchant Operations Platform
Improved order management, menu editing, and restaurant operations to increase efficiency and reduce response time for partners.
User flows, information architecture, and prototypes. Order processing time was reduced by 25%, menu update accuracy reached 80%, and business statistics visibility was enhanced.
The application allows restaurant partners to accept orders, edit menus, manage staff and branches, and view statistics and order histories. It was developed using Flutter for both iOS and Android platforms. The primary business goals were to reduce order acceptance time, decrease support calls, and simplify menu updates. During product development, I primarily used unmoderated research, questionnaires, and usability testing.
Orders Dashboard
The application's core function is order management, so orders were prioritized on the main screen. Based on user research, the screen was structured into three tabs—New, In Progress, and Ready to Hand Over—to streamline navigation and help staff quickly access orders based on status.
Expanded Order Card
Following MVP release, partners noted that the order acceptance process remained inefficient. To address this, we introduced an expanded order card, enabling users to view key details and accept orders directly from the home screen. As a result, average order acceptance time dropped by 25%.
Replacement Flow
Restaurants often contacted support when items were out of stock, triggering multiple calls to both customers and staff. We introduced a replacement flow allowing restaurants to mark items as unavailable and suggest alternatives before order confirmation. This significantly reduced support call volume and improved operational efficiency. The feature was tested in restaurants, and staff successfully completed tasks without assistance.
Stop List Management
To streamline inventory updates, we developed a "Stop List" feature. Staff can temporarily remove out-of-stock items from menus for a set or indefinite period and restore them when available. This solution helped restaurants maintain an 80% accuracy rate in menu availability.
Swipe-to-Confirm Button
Cashiers occasionally tapped the “Order is Ready” button by mistake, causing disruptions in the delivery process. To prevent accidental clicks, we replaced the button with a swipe-to-confirm interaction. This change improved workflow reliability without adding friction.
Business Statistics Panel
After MVP launch, we introduced a statistics dashboard tailored for top management. It provides key performance metrics—such as order volume, efficiency trends, and operational data—enabling restaurant owners to track and optimize business performance more effectively.
