The Next Generation of Pick Up
* Honorable Mention in Fast Company's Best UX Design of 2019
As Eatsa/Brightloom continued partnering with restaurants outside of Eatsa stores to license our technology, we created more products to ease friction at the point of in-store pick up for restaurant guests, staff, and third party delivery drivers. The Spotlight Pick Up System is designed to be a lean, versatile product that scales the magical experience of an Eatsa store easily into any restaurant. Its seamless digital interface allows for personalized messages that make finding your order easy and fun. Working closely with a multidisciplinary, cross-functional team, I co-created this unprecedented pick up product.
My Key Contributions:
Led venture design and visual design throughout the full development cycle; facilitated the creative process (research, ideation, concept prototyping, user testing, and iteration); created renderings, prototypes, and presentations to drive team consensus and visually communicate design concepts; guided the end-to-end customer journey; shaped the product requirements; established the product aesthetic; design direction for marriage of digital and physical design; created and ran user testing and feedback programs for product iteration
The Challenge: Restaurants are trying to up-level their digital capabilities in order to run all aspects of their business...
…however many solutions in the market are complicated, difficult to integrate, and are often costly for an industry whose margins are already narrow. Brightloom provides an end-to-end technology platform that enables any restaurant brand to provide omni-channel ordering (via apps & digital-kiosk); streamline kitchen operations; and delight customers with self-service food pickup experiences (our digital cubbies and shelves).
49%
increase in digital ordering after the installation of the Spotlight Pick Up System at Roti
“You don’t have to look through all of the receipts on the bags and figure out which one is yours. I walked up, and my name was lit up and I was like “holy cow! I’ve never seen anything like this before!”
71%
of store guests interviewed at Roti said Spotlight influenced their decision to order digitally
“I like the fact that it’s organized. I like that you can see when your order is coming up.”
The average qualitative score of store guests interviewed on their experience with Spotlight was "A+"
“I like the way that it’s idiot-proof. It’s got your name – nobody is picking up the wrong food.”
“It’s magic!”