Streamlining the ordering process for a gluten-free, vegan, and paleo bakery
Project Overview
Cara’s Bakehouse, a Portland-based bakery specializing in gluten-free, vegan, and paleo treats, wanted to streamline its ordering process. Their customers needed a convenient way to order fresh or take-and-bake goods for delivery, curbside, or in-store pickup. The business also needed to reduce the workload of managing phone orders while maintaining excellent customer service.
To address this, we designed a mobile app that simplifies account setup, enables quick reorders, and allows customers to easily schedule pickups or deliveries.
Problem Statement
Challenges Faced by Customers
- Ordering via phone was inconvenient, especially for repeat customers.
- The lack of a digital ordering system made scheduling pickups and deliveries cumbersome.
- Customers wanted a way to save preferences for quick and seamless reorders.
Challenges Faced by Cara’s Bakehouse
- The high volume of phone orders created inefficiencies for staff.
- Customers often called back to modify orders, creating additional workload.
- Managing pickup and delivery times manually led to scheduling conflicts.
Project Goals
- Reduce the bakery’s dependency on phone orders while keeping them as an option.
- Develop a mobile app that enables seamless ordering and scheduling.
- Implement account features to store customer preferences for faster reorders.
Research & Discovery
Primary Research: Understanding Customer Needs
We conducted a Google Forms survey targeting potential customers to ensure the app met user needs.
Key Research Questions:
- What features would be most helpful in a mobile ordering app?
- How do customers prefer to place their orders?
- What are the main frustrations with the current ordering process?
User Personas: Representing Key Customers
Based on survey insights, we created user personas to guide design decisions. These personas highlighted key audience segments, including:
- Busy Professionals who need quick reordering and delivery options.
- Health-conscious Parents who prioritize ingredient transparency and order customization.
- Local Regulars who frequently place small, repeat orders.
Design Process
Wireframing & Prototyping
We mapped out key user flows using the research insights and created low-fidelity wireframes. The main features included:
- Account creation & order history for quick reordering.
- A scheduling system for deliveries and pickups based on availability.
- Order customization options for fresh-baked vs. take-and-bake selections.
We then developed an interactive prototype in Figma to validate our design choices.
User Testing & Iterations
We conducted usability tests with potential customers to refine the app’s design.
Key Takeaways from Testing:
- Users wanted a clear distinction between “fresh-baked” and “take-and-bake” options.
- The delivery scheduling feature needed clearer availability indicators.
- Users appreciated the ability to save frequent orders for faster checkout.
Based on feedback, we iterated on the prototype to improve usability.
Key Learnings & Next Steps
What We Learned
- A streamlined mobile ordering experience significantly improves efficiency for both customers and staff.
- Account-based ordering and scheduling are key features for repeat customers.
- Clear communication of pickup/delivery times is crucial for user satisfaction.
Potential Future Enhancements
- Expanding accessibility features for a more inclusive user experience.
- Implementing a loyalty rewards feature to encourage repeat orders.
- Integrating order tracking and notifications for a smoother pickup/delivery experience.
Final Thoughts
This project reinforced the importance of user research in shaping digital experiences. By aligning customer needs with business goals, we developed a mobile solution that simplifies the ordering process while reducing operational strain on the bakery.
