2020

Peter Pane

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Overview

We had an ambitious objective: Set up an online shop and food delivery for 35 restaurants to compensate for financial losses due to COVID crises and save 1500 jobs. The time frame of our Sprint was set to just 3 days as our client decided to take immediate action and not – like many competitors within the first German lockdown – wait and see.

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Our approach

After the Sprint challenge was clear and all of our critical Sprint questions defined we mapped the whole process from user-product discovery to order and burger delivery to set the Sprint target. The long-term goal was to compensate the loss from missing restaurant income through the online store and connected delivery service. So speed meant everything to us to learn as fast as possible to allow the switch from a full-service restaurant to a food delivery and takeaway restaurant.

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Challenges

One challenge was to be able handling the large selection of menu combinations in a standard shop system without having to make too many development adjustments in the short time available. After we gathered the full understanding of the processual, technical and legal problems we checked with the clients' stakeholders and aligned the common understanding thanks to the mapped visualization. Now we had to combine two different areas of design in our storyboard: The step-by-step plan to set up the online shop as well as the whole delivery process. The shop design focused on the user interface design, product presentation, and user experience until order. The area of the process design included the order, but also the offline process until food delivery.

The result

The shop was set up within three days – after three more days of live testing the first burger was sold. The partnership with our client allowed us continuously learning, improving and implementing adjustments. In iterative processes, we had driven the development and enabled our client to continue its online shop and delivery service independently.

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