Waitr is a user-friendly mobile and desktop ordering platform that makes browsing great local restaurants, customizing menu items, and paying securely from your phone or computer easier than ever.
The goal for the Waitr mobile redesign was to address the concerns of current customers without introducing friction from new design elements. We wanted to make ordering food as easy and streamlined as possible. Upon surveying 40 people, we concluded that our customer’s biggest pain points occurred after they had placed their order—so that's where we focused our design efforts.
The transparency of information reduced the number of requests from customers asking the location of their order which freed up customer service agents to resolve more urgent and important issues. Self-service resolution increased deliveries to 1.8 per hour with 90% delivered <60 min without a credit or refund. Ratings, reviews, and tips increased orders/month per customer due to more efficient restaurant choices and higher-performing drivers.