NATIVE IOS & ANDROID APP

PIZZA HUT
MEAL ORDERING APP

Pizza Hut wanted to do a full UX Audit for their restaurant mobile experience. I was responsible for the whole process from the start to the very end. I was focusing on discovering hidden user frictions in the journey as well as customer experience in the restaurant. The detailed outcomes are confidential.

SCOPE OF WORK

UX Audit strategy
Stakeholders interviews
Users interviews
Guests interviews
User testing
Data analysis
Stats analysis
Final reporting to management

MAIN KPIs

Understanding overall customers experience
Gathering quantitive and qualitative data
Understanding friction points in mobile
Creating a comprehensive audit summary
Presenting to middle and top management

CLIENT RESULTS

After running a 5 week research within restaurants in different locations, I have create a detailed experience map covering issues not only for the customers but also for the staff.

In total I found over 30 user friction points. Some of them as serious as customers leaveing the restaurant. I have recommended over 20 UX improvements that would allow for a much better UX.

USER RESEARCH

I started the project by planning ang interviewing customers of Pizza Hut in 3 key locations in and ourside of London.

APPROACH

We focused on the key customers: theatre goers, tourists and families with kids. 

OUTCOME

Most of the outcomes are under NDA but I'm able to share just overall amount of findings. 

PIZZA HUT FEEDBACK

I asked my client for providing the feedback on my UX work done for them.