Chick-fil-A

Chick-Fil-A sought a solution for their Operator-Led food delivery initiative. The goal was to develop two systems that seamlessly communicated with each other, enhancing the user experience and customer satisfaction when ordering chicken.
Role
Platform
Areas
Product Designer
App | Web
Design
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Background

I closely collaborated with both the Driver team and the Dispatcher team to establish a comprehensive design language. This included defining color palettes, typography, iconography, and spacing guidelines. The aim was to ensure visual consistency and brand coherence throughout the entire process, creating a holistic and engaging experience from food ordering to delivery.

Driver iOS App

The design must take into account the seamless flow of activities, enabling the driver to promptly receive their first delivery job and allowing them to communicate with the dispatcher in case of any arising issues.

Dispatcher Web App

This system empowers the dispatcher to efficiently monitor all drivers operating from the restaurant, track the progress of orders within the kitchen, assign drivers to delivery tasks, and maintain a visual representation of how orders are progressing until delivery.

Design System

Identified common design patterns and created a library of reusable components to deliver a consistent user experience and visual identity. The library included colors, icons, buttons, form elements, and more.
A WCAG accessible color palette was developed to work across dark backgrounds.
Minimal primary palette
AA compliant for dark mode
AA compliant for dark mode
Adapted components and the color palette to create designs optimized for low light environments, ensuring usability and visual consistency across scenarios.

Results

The apps launched on October 2022 on iOS and Android along with three restaurants and three soon after. The apps streamlined the order management process for dispatchers, making order processing faster and reducing errors. They also improved driver satisfaction, which led to fewer missed deliveries and stronger driver retention. In addition, real time data visualization enhanced dispatcher decision making, resulting in more accurate order assignments.
Order processing time
Missed Deliveries
Order Accuracy
-20%
-25%
+15%