Panera Bread
UX Design | Interactive Design | Prototyping | Visual Design
At Panera Bread, I optimized the customer ordering experience in the app.​
Challenges
Identifying why customers sometimes ordered from the wrong store and streamlining the online ordering experience.
Solutions
Use Case 1: For customers ordering from the wrong store, I first needed to demonstrate to stakeholders that this was a significant issue by analyzing customer complaints.​​​
Customer complaints
Next, I conducted a heuristic evaluation of the customer ordering experience to identify where customers were getting confused in the process.
Heuristic evaluation
Finally, I recommend solutions that can be implemented quickly and easily to reduce customer confusion.
Use Case 2: At Panera, we wanted to enable customers to order quickly and easily so that more customers complete their orders successfully. The Panera app required customers to take multiple steps to place an order, increasing the likelihood of customer loss and revenue loss.​​​
Identifying the issues
To identify solutions, I conducted a heuristic analysis of the current experience and an in-depth analysis of competitors' workflow for ordering on apps.
Competive analysis of fast-casual food chains ordering experience
Finally, I recommended UI design that eliminated the risk of customer error - and streamlined the ordering process.
