Intro
Since joining the company, I've been involved in key product roadmap initiatives. One major project was centralizing menu management in the back office. As that nears completion, I’ve taken full ownership of designing the third-party integration system.
My Key Responsibilities are:
Lead Product Desigenr for POS System & BackOffice, Managing Design System, and lead researcher.
In today's challenging economic environment, restaurant owners need to reduce costs and increase profits. While third-party delivery services present a valuable opportunity, most operators struggle with significant operational inefficiencies:
Costly Manual Processes — Staff spend hours daily re-entering orders from multiple apps into the POS system, leading to errors and service delays
Menu Management Nightmares — Inconsistencies between platforms cause incorrect orders, food waste, and customer dissatisfaction
Endless Training Cycles — Teams spend valuable time learning multiple disconnected systems rather than serving guests
Through our POS and back-office integration, we help businesses achieve measurable results: labor costs decrease 20-30% through automated data entry, while seamless menu synchronization improves order accuracy by up to 90%. This allows staff to focus on customer experience and provides real-time business insights.
The Product Goal
The Business Goal
Position as an "all-in-one" solution for modern restaurants
Increase stickiness through workflow dependencies
Aggregate industry insights from integrated order data (trends, peak times, popular items)
Endless Training Cycles — Teams spend valuable time learning multiple disconnected systems rather than serving guests
Fast-track monetization by addressing restaurants’ most urgent pain points
The User Goal
Save 5-10+ staff hours/week on administrative tasks
Leverage data to optimize menus/pricing for higher margins
Simple, easy to use, don’t break anything
Easy onboarding is Key
The Research
Understanding stakeholder needs through targeted questions ensures our solution delivers real value, aligns with business goals, and drives user adoption.
What are our company's goals, values, and vision for this third-party integration?
What client and business pain points does this feature solve?
Who are our primary users?
Who are our competitors, and why do we consider them competitors?
What aspects of our competitors' solutions do you like?
Do we have any design constraints? If so, what are they?
Do we have any technical constraints? If so, what are they?
What is the design approval process, and who are the key stakeholders?
How will we measure success?
The Competitor Analysis
While I began the competitor analysis, the stakeholder provided 1 competitor, but I expanded the list based on the most frequently referenced POS systems in our user interviews.
Stakholder Analysis
While I began the competitor analysis, the stakeholder provide 1 competitor, but I expanded the list based on the most frequently referenced POS systems in our user interviews.
Each session lasted 30-45 minutes, allowing me to gather rich qualitative insights. Following these interviews, I distilled the findings into four critical themes and presented them to stakeholders through data visualizations for clarity and impact.
Full data structure of all 3 scopes of data
Persona
Marry is a passionate restaurant owner with over 6 years of experience in diverse culinary settings, including Japanese, buffet, and Chinese restaurants. Always curious about innovation, she’s fascinated by cutting-edge restaurant technologies from around the world and loves exploring how they could enhance her business. While eager to adopt new systems, she sometimes hesitates due to language barriers—many tech solutions are in English, requiring translation support for setup and troubleshooting. Despite this challenge, Marry remains optimistic and determined, seeking out tools that can streamline operations, improve customer experiences, and keep her restaurant competitive.
User Pain Points
Pain Point 1: The setup process is always confusing and time-consuming. Since English isn't my first language, reading through everything takes even longer.
Pain Point 2: Every time the system gets updated, there’s never enough training provided, so I have to call for help to learn the changes.
Pain Point 3: I need confirmation messages—like a success notification when I do something correctly, or an error message if I make a mistake.
Pain Point 4: The system often has issues after updates—please make sure everything is thoroughly tested before launch.
Design
I designed the end-to-end user flow, covering both the client-facing interface and the POS system.
GOAL
During user interviews, we discovered that many users struggle with system setup. To address this, I conducted an in-depth analysis of the Uber Eats platform, then transformed complex workflows into clear, easy-to-follow diagrams and step-by-step guides—helping users understand and prepare efficiently.
DESIGN RATIONAL
This user flow serves a dual purpose: not only does it guide our users, but it also provides our team with a clear reference point to understand and troubleshoot the process. By documenting each step, we created a shared knowledge base that improved cross-team alignment. Ultimately, this flowchart became a key training tool for customer service teams to resolve issues efficiently.
First Attempt - POS SIde
GOAL
The POS's small screen demands careful information architecture. I need to: (1) Display only mission-critical data, (2) Embed intuitive actions for order management, and (3) Design around cashier behavior patterns—especially during rush hours.
DESIGN RATIONAL
For online orders on POS, show only key details: order number, customer name, items with modifications, and pickup/delivery time. Highlight allergies/rush orders with alerts. Include quick-action buttons like "Accept" and "Ready." Hide less urgent info during peak hours. This keeps the interface clean, prevents errors, and speeds up service.
Initial Feedback
Need to show the amount of order
Need to show estimated time to prepare food
I like it is very simple and easy to work
I like the fact that you provided the user flow for us
Your company often change the look whenever there is an update, very happy that is stays the same [the look] the time
Clear Information
Refined UI/UX based on usability testing insights
GOAL
To enhance operational efficiency in the POS system, I implemented clear order quantity indicators for each section. This simple but powerful addition provides immediate visibility into order volumes across different stations like kitchen, bar, and pickup. During busy periods, these real-time counters help staff quickly identify which areas need attention
DESIGN RATIONAL
The design addresses several critical pain points: it eliminates the need for manual order counting, reduces missed items during rushes, and enables smarter resource allocation when certain sections become overloaded. I also prioritized the action buttons in an obvious place, so it's much easier to tap on the POS.
GOAL
When an order is received, staff can manually set the preparation time. By default, the system suggests 30 minutes—a balanced estimate that accounts for: Typical preparation (15-25 minutes for most orders) Buffer for variables like ingredient prep, customizations, or rush-hour delays This baseline minimizes frequent manual adjustments while maintaining realistic customer expectations.
DESIGN RATIONAL
The POS interface uses predefined time intervals (10, 15, 20, 30 minutes) instead of free-form text entry for preparation times. This design speeds up order processing with one-tap selections, prevents input errors, and matches actual kitchen workflows - 15 minutes for appetizers, 30 minutes for main courses. The standardized approach ensures consistent estimates for customers while maintaining necessary flexibility.
After imporving the design, I orgnaized the file to ensure clear documentation is provided to development and internal teams explaining the changes and their rationale
BackOffice Flow
One of the greatest joys of being a product designer is seeing your work come to life and seamlessly integrate into people’s everyday experiences. I still vividly remember a moment after I had left ABCPOS — I walked into a random restaurant to order food, and while I was there, an Uber Eats delivery came in. I noticed the cashier using the POS system I had designed to handle the order. It was such a proud and fulfilling moment to witness something I created being used in the real world.
