USER-CENTRIC DESIGN AND TESTING

Throughout the redesign process, we placed a strong emphasis on user-centric design and testing. We conducted interviews and gathered feedback from existing external and internal users to ensure that each user understood the app and its features well. By prioritising user feedback, we were able to identify pain points and make targeted improvements to enhance the overall user experience.

This approach ensured that the product design was informed by the needs and preferences of its users.

OPERATIONALISING CORE BUSINESS

As part of our solution, we made a new service blueprint for each department. This made sure that all core business activities were done in a standardized and efficient way by operationalizing the core business. Which is to improve communication and collaboration between teams, reduce errors, and minimize delays.

This approach helped optimise the overall workflow, ensuring that the entire system works together seamlessly, from the kitchen to the customer's doorstep.

THE RESULT

In the end, our redesign of the Pop Meals product experience has led to a set of apps that work well together and are designed to be as efficient as possible at every level of service.These improvements, no matter how small, have collectively led to a faster and more enjoyable food experience for end-users.

The updated look and feel of the apps have been well received by existing customers, and the improvements that save time for the riders who deliver the food have also helped them.

Overall, our solution has helped Pop Meals establish itself as a leading food delivery brand in Malaysia, renowned for its high-quality cuisine and exceptional customer service.