Research & Product Design
PEDIDOS YA
A leading food delivery platform connecting users with restaurants and groceries through a seamless mobile app. With a wide range of options and digital payments, it simplifies everyday dining while making delivery fast, accessible, and reliable.
Year :
2022
Industry :
Food Delivery
Client :
Confidential
Project Duration :
6 months
Problem :
Users consistently faced issues with delayed deliveries, order cancellations without notification, and difficulties contacting support. The app had outdated design patterns, unclear order tracking, limited complaint options, and problems with payments and coupons. As a result, customer frustration was high, leading to lack of trust in the platform.
Solution :
We conducted extensive interviews and synthesized insights into affinity maps to prioritize pain points. Based on these findings, we redesigned the home screen and categories, improved search filters, and revamped product selection and checkout flows. Order tracking screens were made more transparent, complaint and support options were expanded, and the chat was simplified to ensure faster resolution. This redesign modernized the visual identity, clarified processes, and restored user confidence.
Challenge :
The main challenge was balancing urgent user frustrations (delivery tracking, support, cancellations) with broader structural issues like outdated design and navigation. Ensuring that solutions were both technically feasible and impactful for different user scenarios required continuous iteration and validation.
Summary :
By addressing critical pain points around payments, delivery tracking, and support, we transformed a frustrating experience into a streamlined and trustworthy app journey. The redesign not only improved usability but also rebuilt user trust, directly supporting the platform’s retention and growth goals.
More Projects
Research & Product Design
PEDIDOS YA
A leading food delivery platform connecting users with restaurants and groceries through a seamless mobile app. With a wide range of options and digital payments, it simplifies everyday dining while making delivery fast, accessible, and reliable.
Year :
2022
Industry :
Food Delivery
Client :
Confidential
Project Duration :
6 months
Problem :
Users consistently faced issues with delayed deliveries, order cancellations without notification, and difficulties contacting support. The app had outdated design patterns, unclear order tracking, limited complaint options, and problems with payments and coupons. As a result, customer frustration was high, leading to lack of trust in the platform.
Solution :
We conducted extensive interviews and synthesized insights into affinity maps to prioritize pain points. Based on these findings, we redesigned the home screen and categories, improved search filters, and revamped product selection and checkout flows. Order tracking screens were made more transparent, complaint and support options were expanded, and the chat was simplified to ensure faster resolution. This redesign modernized the visual identity, clarified processes, and restored user confidence.
Challenge :
The main challenge was balancing urgent user frustrations (delivery tracking, support, cancellations) with broader structural issues like outdated design and navigation. Ensuring that solutions were both technically feasible and impactful for different user scenarios required continuous iteration and validation.
Summary :
By addressing critical pain points around payments, delivery tracking, and support, we transformed a frustrating experience into a streamlined and trustworthy app journey. The redesign not only improved usability but also rebuilt user trust, directly supporting the platform’s retention and growth goals.
More Projects
Research & Product Design
PEDIDOS YA
A leading food delivery platform connecting users with restaurants and groceries through a seamless mobile app. With a wide range of options and digital payments, it simplifies everyday dining while making delivery fast, accessible, and reliable.
Year :
2022
Industry :
Food Delivery
Client :
Confidential
Project Duration :
6 months
Problem :
Users consistently faced issues with delayed deliveries, order cancellations without notification, and difficulties contacting support. The app had outdated design patterns, unclear order tracking, limited complaint options, and problems with payments and coupons. As a result, customer frustration was high, leading to lack of trust in the platform.
Solution :
We conducted extensive interviews and synthesized insights into affinity maps to prioritize pain points. Based on these findings, we redesigned the home screen and categories, improved search filters, and revamped product selection and checkout flows. Order tracking screens were made more transparent, complaint and support options were expanded, and the chat was simplified to ensure faster resolution. This redesign modernized the visual identity, clarified processes, and restored user confidence.
Challenge :
The main challenge was balancing urgent user frustrations (delivery tracking, support, cancellations) with broader structural issues like outdated design and navigation. Ensuring that solutions were both technically feasible and impactful for different user scenarios required continuous iteration and validation.
Summary :
By addressing critical pain points around payments, delivery tracking, and support, we transformed a frustrating experience into a streamlined and trustworthy app journey. The redesign not only improved usability but also rebuilt user trust, directly supporting the platform’s retention and growth goals.