Popeyes
A custom app experience, designed to drive craveability and confidence in every order.
Popeyes is a multinational restaurant chain known for their unique New Orleans-style menu. The existing platform could no longer support its evolving product roadmap, creating an opportunity to redesign the end-to-end ordering experience with a more scalable foundation that better reflected the brand.
I owned key UX design deliverables, conducting an experience audit, mapping user flows, and creating high-fidelity wireframes and prototypes.
Role
UX Research & Design
Year
2023-2024
Team
UX Design, UI Design, Product
Objective, approach & outcome
Objective: Redesign the experience to enable fast, accurate ordering
Friction points at key moments in the ordering flow created opportunities to simplify the experience and improve conversion.
Approach: A research-led redesign
I kicked off the engagement with an experience audit, combining analytics data with a review of the existing ordering journey to identify key friction points and opportunities across the app. I also reviewed findings from 60 usability tests to better understand customer pain points and usability gaps. Together, these insights helped prioritize the product roadmap.
Each feature started with a product workshop to define requirements. From there, I created user flows, high-fidelity wireframes, and prototypes, grounding design decisions in research, business objectives, and technical considerations. Throughout the process, I collaborated closely with client stakeholders and development teams to align on solutions and validate feasibility, while partnering with the UI team to ensure a smooth transition from UX wireframes to final UI designs.
Outcome: A best-in-class app experience driving AOV
The redesigned app increased average order value by 5% and streamlined the ordering flow across 8 features, creating a faster, more intuitive experience for guests.
High-fidelity wireframes
The new location selection process reduced unnecessary clicks, surfaced relevant location details, and reinforced the selected fulfillment method.
The menu redesign created a more visual, streamlined browsing experience by integrating recent items, simplifying navigation to two levels, and introducing quick add for simple items.
The product detail page balanced speed and flexibility by maintaining popular pre-selected configurations, establishing a flexible customization framework that supported a range of products, and enabling thoughtful upsell opportunities.
The offers and rewards experience improved offer discovery by highlighting personalized rewards, creating a more scannable offer layout, and tailoring available promotions to each guest’s order journey.
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