Suppli: Sustainable Food Delivery

A phone displays a credit card page. There is a VISA card at the top of the screen, followed by a form. There is text beside the phone, reading "Daily UI 002"
Client

Suppli

Timeline

3 Months

Role

Prototyping, User Research, Service Design, UX / UI Design

Project Background

Suppli is a sustainable packaging company that aligns with the values of eco-friendly customers by creating a new online takeout offering with reusable containers. As a product designer at RTI, I was tasked with identifying improvement opportunities for their recently released mobile delivery app.

Following their app's MVP launch, Suppli decided to revisit their end-to-end takeout container services and explore areas for improvement. The objective was to improve user satisfaction for both of their core personas (restaurant partners and individual consumers) and increase engagement. My role was to analyze the entire process and identify opportunities to improve their core services.

Sketches of the FreeHand App are shown alongside early wireframes. The wireframes have more graphic elements in their designs.
Research

My work began with a comprehensive review and analysis of Suppli's sustainable takeout services end-to-end. I explored how takeout containers were ordered by restaurants, made their way to consumers via the delivery app, and tracked throughout the process. In addition, I synthesized user feedback gathered through surveys and social media in order to gather sentiments about user pain points throughout the process.

Through this research, I was able to identify a number of potential areas for improvements to their existing services. However, I felt there were still gaps in our understanding of the restaurant partner experience. In order to gain primary feedback and truly understand how Suppli's services were being utilized by restaurants, I conducted multiple rounds of contextual observation with many restaurant partners. This involved travelling to the restaurants, observing the restaurant workers in action, and then following up with interviews with both staff and owners. Through this process, I was able to gain useful insights that led to the identification of many process improvements.

Sketches of the FreeHand App are shown alongside early wireframes. The wireframes have more graphic elements in their designs.
Impact

The insights gathered from this research identified critical areas to improve user satisfaction and engagement. For individual consumers, we learned about a desire for more impact-related messaging and community involvement, which led to updating copy and implementing a social sharing feature.

For restaurant partners, we discovered pain points with tracking logistics and inventory management that Suppli could address with their partners directly.

The research was well received by Suppli, and paved the way for many process improvements to their core services.