Koala is a guest experience platform that empowers restaurants to elevate their guest-facing digital touch-points and increase sales. Koala’s SaaS technology enables both established and emerging brands to quickly launch, manage and optimize commerce and guest engagement across web, app and kiosks, all in one place.
Throughout my time at Koala, I focused on creating a more intuitive experience for both restaurant operators and their customers to shorten user-journeys, eliminate operational friction, and turn first party ordering into a successful solution for diners.
Below is an illustration of a timeline of my key roles, features, and accomplishments.
Mobile App
2021
Problem
Recognizing the growing trend of users shifting to mobile platforms, the absence of an iOS app translated into missed revenue opportunities within the rapidly expanding segment. Embracing and capitalizing on the surging demand for mobile solutions became imperative for maintaining a successful relationship between Koala's customers and their customers.
Solution
I designed an intuitive, native iOS app for Koala. It enabled frictionless ordering with full menu functionality, loyalty based interactions, and secure payment options. This iOS presence drove increased mobile orders and revenues for Koala clients.
Impact
4 apps published to the Apple App Store within 6 months.
Users converted at an average of 31%
User retention averaged 8% higher than web
Average order value was 4% higher than web
Design System
2021
Problem
With an occupied roadmap, Koala faced a significant challenge in aligning the aesthetic and functional aspects across its web and iOS applications. Establishing a unified design system became imperative to ensure uniformity and future-proof the digital experience.
Solution
In collaboration with the engineering team, I spearheaded the design, development of a comprehensive atomic design system tailored to the platform's white-label configuration ability. This design framework introduced a standardized set of design elements, enabling swift and consistent application across different modules and interfaces. The result was a cohesive and versatile user experience that strengthened the brand's identity and facilitated more accessible updates and feature integrations.
Stored Addresses
2021
Problem
Koala identified an exciting opportunity to enhance user engagement by introducing personalized features that catered to returning users. The absence of convenient access to previously used addresses was recognized as a chance to create a more streamlined experience.
Solution
To address this, I designed a feature enabling users to view and select from a list of their previously entered addresses. This saved time by eliminating repetitive input and personalized the user experience. The feature's design was focused on visual clarity and ease of access, ensuring a quick and effortless setting of delivery addresses for returning customers.
Impact
12% increase in conversion rate on repeat delivery orders
Delivery search duration dramatically reduced
Recent Orders
2022
Problem
As the interest and value in personalization continued, Customers sought the ease of replicating their favorite meals without navigating through the entire menu each time.
Solution
I designed components visualized throughout the ordering experience that allowed the users to view at-a-glance their most recent previously ordered orders. This component offered functionality to add the corresponding items to their basket expediting their time to order and checkout.
Impact
3X increase in reorder usage for their logged in users
2% increase in conversion for logged in web sessions
Dispatch Tracking
2022
Problem
With no post-purchase order visibility, Users lacked transparency into the delivery status and ETAs. This lack of insight undermined trust and diminished the customer experience, as diners could not track their delivery progress.
Solution
I designed an in-depth feature integrated into the confirmation page that offered real-time order tracking and status updates. This solution empowered users with visibility into their order's journey, from preparation to delivery, instilling confidence and a sense of control.
Impact
4 apps published to the Apple App Store within 6 months.
Users converted at an average of 31%
User retention averaged 8% higher than web
Average order value was 4% higher than web
Delivery Search
2022
Problem
With increased delivery availability across our customer base, users desired a more intuitive experience for placing delivery orders at the beginning of their flow.
Solution
Working with engineering, I designed a dynamic order details component that allowed to feel empowered in controlling their order conveyance mode. This component integrated with Google maps and offered direct input feedback as the user input their address.
Impact
12% conversion rate increased in delivery orders
Cross Sell
2022
Opportunity
With ample order data available, an opportunity arose to add machine-learning functionality to the cross-sell component inside of the cart - adding data-informed visualizations of cross-sells based on the users product choices.
Solution
Working with engineering, we developed a machine-learning model that visualized relevant additions to the product cart based on what the user has chosen in their order.
Impact
63% more revenue generated from cross-sells
5% increase in average order value
13% increase in orders containing cross-sells
Commerce Plus
2023
Problem
Within a restaurants digital eco-system, large gaps began to emerge as restaurants continued to invest in marketing and online ordering in separate silos breaking the branded and loyalty driven digital customer experience.
Solution
I lead a team designing Commerce+; Koala's response to a need for an all-in-one digital solution that offered both marketing and ordering experiences within the same environment. This CMS driven page builer integrated directly with the online ordering product and offered end users and one-stop-shop dynamic branded solution.
Widgetization
2023
Problem
As restaurants understood the value of the relationship they had with their diners via the iOS app increased, the saw need to build more tailored experiences that drove loyalty based conversion.
Solution
After thorough research with Koala's customers, we determined that making the app more dynamic and configurable would suit the immediate needs. I led a team that began concepting and validating widgetization across the iOS app, allowing for the building of tailored experiences via the Koala CMS. The reference above shows the page-builder like functionality for building out the homepage of the iOS app.
