Chick-fil-A
@CFA Now - Native Mobile App
Generating new features and improving the current experience to give users greater control over managing their store.
Role
Lead Product Designer, in a team of 8 engineers and 3 stakeholders.
Tools
Figma, Slack, Jira, & Miro
Duration
I’ve been the only designer on this ongoing project for two years.
Process
Discovery, Ideate & Design, Handoff, Outcome
The @Chick-fil-A Now mobile app’s mission is to provide Operators and their Team Leaders with a real-time pulse of their business from anywhere. Operators mentioned that it's the first thing they check in the morning, and the last thing they check before bed—it’s their Instagram.
Despite the app's popularity over the past 10 years, the challenge is how do we continue to innovate and improve an mobile application that users already love.
The Challenge:
Work with the research team to learn from users about what they really desire for the future of CFA Now and define the best approach on how to achieve these goals.
The Opportunity:
We initiated our discovery phase, which included meeting with Operators and Restaurants Leaders to understand their pain points and hear what they would love to see in the future. In November 2023, we met with seven Operators and five Restaurant Leaders who use the @Chick-fil-A Now App.
The Approach:
We learned that user frustrations were high in the first quarter of 2023 due to the unreliability of displayed metrics data. Even with those frustrations, the sentiment of CFA Now was still high. As for the future of the app, users are looking for more power. They want the ability to customize what data is presented, an updated experience on the homepage, and the ability to set individual goals their team can track and achieve.
What we heard and learned:
Opportunity One — Giving users more power:
One major challenge is pulling data already being collected from restaurants and presenting it to users. After working with stakeholders and the internal analytics team from Chick-fil-A, we decided on two new features - adding customization of Records by adding new filters allowing more control of dates and times of data being pulled (a feature users do not have) and adding a brand new metric of data for Third Party Deliveries.
Record Customization
“As a Restaurant Leader, I want to be able to filter for different durations to review, so that I can see records from previous months rather than all time.”
User Stories:
New Metric: Third Party
“As a Store Operator, I would like to view Third Party Delivery metrics, so that I manage towards operational readiness of delivery orders for pickup.
Along with giving users access to more flexibility, I also wanted to tackle other concerns I found when auditing current designs.
Records Before
Records Brand New Look!
Modern Feel
Updating the UI is a small change that will increase engagement and user satisfaction. I also addressed the usability concerns.
More Data - More Power
Users could only compare today vs. all time. Now, they can compare today vs the past 28 days or 12 months and view by daypart.
Highlight What’s Important
Emphasizing the current total and highlighting what the graph is showing will decrease user questions as to what they are viewing.
New Metric: Third Party DWT
This new feature was requested by another team. I was provided with requirements and data on what users have been requesting. I provided different mocks with different experiences and worked with the team to make sure what I designed accomplished the goals.
Users' feedback was that they loved this new metric but did not fully understand Driver Wait Time, so I added an action where users can get more details.
The completed features have met the initial objectives and have been well-received by stakeholders. As we prepare for production and the upcoming release in August 2024, we anticipate that the improvements will enhance user satisfaction. I look forward to collecting and analyzing metrics and user feedback to refine and improve the product. I continue to work on other aspects of the app for both iOS & Android. Other features I am working on are reimaging the home and adding the ability for user to create and track goals.
More to come on metrics and user satisfaction.