Natasha Porter | UX/UI Design Portfolio

A franchisee onboarding tool to launch new stores in 1 week

Taster is France's #1 delivery-first food service franchise

TIMELINE

JAN - MAR 2024

PLATFORM

WEB APP

MY ROLE

UX/UI DESIGN, USABILITY TESTING, UX WRITING

Taster develops delivery-first food brands and franchises them to restaurateurs. Powered by Astro, a bespoke product suite, Taster offers tools that enables its business to scale, optimize operations, and ensure quality.

Each store operates 3-4 food brands, so customers can order anything from Pepe Chicken™️ (France's #2 fried chicken brand) to Starsmash™️ burgers.

Taster opens 3 new stores each month. It takes 3 weeks to launch a store, from signing the franchisee to serving the first customers.

Each store operates 3-4 food brands, so customers can order anything from Pepe Chicken™️ (France's #2 fried chicken brand) to Starsmash™️ burgers.

Taster opens 3 new stores each month. It takes 3 weeks to launch a store, from signing the franchisee to serving the first customers.

Each store operates 3-4 food brands, so customers can order anything from Pepe Chicken™️ (France's #2 fried chicken brand) to Starsmash™️ burgers.

Taster opens 3 new stores each month. It takes 3 weeks to launch a store, from signing the franchisee to serving the first customers.

We redesigned a legacy onboarding tool that enables new franchisees to open stores in 1 short week.

2 weeks

saved per store opening

92%

CSAT score

-72%

support tickets

Problem

When opening new stores, internal teams waste time onboarding franchisees because they have to use a slow legacy tool with unintuitive UX and many manual tasks to complete.

They regularly ask the tech team for support to accomplish basic tasks, which isn't scalable when they're launching 3 stores per month.

Solution

Build a fast and easy-to-use onboarding tool that:

Enhances scalability — franchisees onboard themselves autonomously, reducing the load on internal teams.
Automates tasks — eliminate back-and-forth communication between internal teams and platform account managers.
Facilitates cross-team collaboration — provide visibility on onboarding statuses, enabling teams to address issues before they delay launches.

PROBLEM #1

Entering information is time-consuming because the tool has a rigid, legacy workflow.

Onboarding a store involves an outdated workflow that demands entering franchisee information in a strict sequence. Consequently, account managers waste time, as they get stuck and need to call franchisees whenever a piece of information is missing.

Flexible data input

Franchisees enter information themselves, in whichever order they want. The clear information architecture enables account managers to verify the information is entered correctly.

Clear UX copy for franchisee self-onboarding

Franchisees can onboard themselves confidently because form labels and detailed helper text remove any ambiguity about what information should be added, saving them a phone call to their account manager.

PROBLEM #2

It’s hard to keep track of which stores are currently being onboarded.

Many different teams must coordinate for store launch (e.g., supply chain ensures deliveries arrive on time, marketing plans campaigns). Poor visibility of a store's onboarding status causes miscommunication and delays launches.

Clear statuses for improved cross-team collaboration

The table is designed for easy scanning, allowing users to quickly see the current onboarding status of stores and brands. It uses progressive disclosure to minimize cognitive load, ensuring users can easily see key data points in this overview. Stores are listed in order of their most recent update, prioritizing those currently being onboarded.

Pick up where you left off

Launching a store can be quite chaotic and users often get distracted with urgent tasks. To reduce switching costs, this design helps users pick right back up where they left off.

PROBLEM #3

Opening new stores is time-consuming, as teams have to manually set up and launch each brand on each delivery platform one by one.

Each store operates 3-4 food brands. Account managers must create the restaurant on each delivery platform (e.g., Ubereats, Deliveroo, JustEat), which requires extensive back-and-forth with delivery platform account managers. The manual tasks are repetitive, tedious and involve myriad stakeholders, which often delays store launches by multiple days.

Multi-brand launch at the click of a button

By automating tasks required to launch stores (e.g. creating the restaurant on the delivery platform, integrating it with our POS, etc.), our account managers can launch multiple brands in a single click!

Measuring success

😁 92% customer satisfaction

After releasing the new tool, we ran a CSAT survey with franchisees and account managers who used the tool, achieving a satisfaction rate of 92%.

👩‍💻 -72% support tickets

We tracked the number of support tickets related to onboarding (i.e. internal teams asking the tech team to help them onboard a store). We saw a significant 72% reduction in these tickets over the subsequent months.

⏱️ 2 weeks saved from time-to-launch a store

Given that we launch 3 stores per month, our goal was to reduce the time it takes to launch a new store. We measured the average time it takes from when a franchisee signs with us to when the brands are live on delivery platforms. This process was streamlined from 3 weeks to just 1 week.

Thanks for reading!

See more case studies