Customer Satisfaction Survey
I was tasked with creating a customer satisfaction survey for both iOS and Android devices. The primary email channel for survey was lacking participation and the Product Owners wanted to leverage push notifications to distribute the survey instead so that participation rates would increase. This increase would allow the Customer Care team to access more data in regards to how Taco Bell restaurants are doing. I worked closely with Data Analysts, Stakeholders, and Engineers to solve for just that!
UX Discovery
The design revolved heavily around the research and from there distilled into insights. Through user interviews, I was able to gather ample KPI's surrounding Taco Bell's current data around surveys sent for both email and Kiosk. How many customers participated, how many customers submitted a high review vs a negative review, average time to complete the survey, dropout rates, character counts and more! This really set the design up for success. From there I was able to do additional competitor analysis, break down the business and customer goals, and start defining user, task flows, and edge cases through wireframes.
Phase 2 Launch
As there were some development technicalities, there is a proposed phase 2 launch of the customer survey showcasing the overlay design. First launch will be a sleek inline email design similar to the current design with deep linking. A consolidated view of the multi select questionnaire where comments are optional on submit. This initial launch will allow us to gather more feedback surrounding our customers and how they interact with the inbox section on the app. From there we can expand our customer flows to My Orders, Profile, and more via Push notifications.
Defy Drive-Thru Experience
You might of heard of Taco Bell Defy, the most innovative Taco Bell restaurant design yet. The two-story four-lane drive-thru that launched early this year. I had the privilege of concepting design for the new Defy icon that would show up on our Web and App maps to let our customers know there is a faster checkout method in their area. This new pin location had to be unique against our other map pin indicators so customers were more apt to interact and shop at this store. Below are the designs I came up with for both Map pin and Pickup Method Selector.
Atomic Design Library
I worked in Figma to create an Atomic Design system for the Taco Bell App, Kiosk, and Web library. This acts as a single source of truth for all patterns, components, text, and icons across Taco Bell's omnichannel experiences. In the past, Photoshop files, Adobe XD files, and Sketch files were used to maintain history of revisions with each revisions becoming more and more convoluted. Componentizing each element into premade templates, decreased production time across designers and made hand off to development more seamless. Overall, the product is more polished and coherent.
