ISS Takeaway Service

The existing system, based on web-only ordering and manual inventory updates, led to frequent misorders, refunds, and dissatisfaction.

• No Mobile App: Users had to use a web version, making ordering inconvenient
• No Real-Time Order Tracking: Employees were unaware of order status
• Unclear Inventory Updates: Meals were sometimes out of stock after ordering
• Frequent Refunds: Due to inaccurate availability data
• Cluttered Ordering Experience: Too many steps to order a meal for a specific day

I conducted in-depth research: 2 customer interviews, 1 kitchen administrator, 2 order fulfillment staff.

"I check the menu, place an order, then later find out my meal is unavailable." — Customer

"We get refund requests daily because stock information isn't updated in real-time." — Kitchen Administrator

• 70% of customers were frustrated with meal ordering
• 85% of refund requests were due to inventory mismatches
• 90% of customers wanted a mobile app with fewer ordering steps

• Mobile-First Ordering: Seamless experience allowing users to browse, order, and track meals on the go
• Real-Time Inventory Updates: Two-way synchronization between orders and kitchen stock
• Order Transparency: Clear order statuses — Pending, Preparing, Ready, Picked Up
• Simple UX: Streamlined process requiring fewer taps. Swiping through days.

• Mobile App for Ordering
• Live Inventory Synchronization
• Order Tracking
• Optimized Kitchen Dashboard
• Smart Notifications

Swiping through days: Users can easily switch between days, view menus for each day, and check their orders. Order History & Reordering: Users can quickly repeat any past order.

Two rounds of usability testing with 5 customers and 2 kitchen staff.

• Confusion about order statuses: Completed orders moved to a separate screen
• Slow navigation for frequent orders: Added Quick Reorder feature

• 2× increase in orders in the first month
• 60% rise in Daily Active Users
• 80% reduction in refund requests
• Onboarding time cut in half for new kitchen staff
• Expanded to multiple corporate locations within 3 months