Pop Meals is a homegrown Malaysian brand that provides cloud-based kitchen food delivery services funded by Y-Combinator funds.
Homegrown Malaysian brand that provides cloud-based kitchen food delivery services funded by Y-Combinator funds.
10-50 Employees
Pop Meals is a homegrown Malaysian brand that provides cloud kitchen food delivery services. It has already gained a strong foothold in the local market, thanks to its first-mover advantage and the support of Y-Combinator, a renowned startup accelerator.
We worked with the Pop Meals team to redesign and rebrand the whole customer experience as the company gets ready to grow.
High customer cancellation rates are a big problem for Pop Meals. This is because delivery takes too long and there aren't enough interesting menu options.
Our goal is to give the brand a new look and improve the customer experience by fixing the main problems that are causing people to give up on their orders.
To address the issues of slow delivery and unexciting menu options, we took a holistic approach to redesigning the entire product experience. This included optimizing internal touchpoints such as the consumer app, web app, and kitchen dashboard, with a focus on reducing even the smallest delays.
We also made sure that the end users and the people who worked on delivering the product had a better service experience. By simplifying the product experience, we aimed to give customers a quick, easy, and fun journey.
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.
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.
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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.
Screens Designed for Handover
Active Users
Improvement on all service level from app redesign
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