Dunkin’ POP App

A digital platform for Dunkin’ franchisees to order Point-of-Purchase items.

Role: Project Lead, UI/UX Designer
Platform: Figma

DISCOVER

Problem Statement

My company provides customer support for over 8,000 Dunkin’ franchisees nationwide. During the beginning of each new marketing campaign, our team became overwhelmed with managing hundreds of calls per day.

In order to improve the efficiency of our response, I took initiative to reimagine the customer support process from the ground up.

I aimed to conduct research to better understand our users, their top issues, and potential needs.

Users

Franchisees (Store Owners)
Managers (Workers)

Problems

Missing POP items
Limited access to info.
No formal process

Needs

Correct POP items
Store profile knowledge
Efficient support process

DEFINE

Upon analyzing collected data on users, I discovered key issues they were faced with.

Since “ordered missing items” was the most common type of call, it became clear that empowering users with the ability to place their own orders would be a top priority.

Project goals and key features were decided with the help of Dunkin’ stakeholders.

Outlining essential objectives for the platform provided a strategy to resolve users’ pain points and achieve business goals.

1. Improve Efficiency
Reduce turnaround time for item orders.

2. Alleviate Strain
Reduce bottleneck caused by phone call overload.

3. Formalize Processes
Ensure items are sent accurately and through a dedicated system.

Essential features were determined and ranked in order of importance.

1. Place Orders
Users should place their own orders.

2. View Store Profile
Users will have access to essential information.

3. Status Updates
Users should be able to see the status of current and past orders.

4. FAQ Center
Users additionally need a resource that will answer general questions.

I developed a refined information architecture to structure the user experience.

The app was split into five main tabs, each one serving as a valuable hub for the user to accomplish each of the main objectives.

DEVELOP

I designed prototypes for the order process UI for desktop and mobile.

These concepts served as an early exploration into how the ordering process could be structured into a simple app interface.

Desktop/Web UI

Mobile UI

After presenting these concepts to the development team, they communicated that the dropdown menus for item selection would be problematic, since It would cause significant load time. I used this feedback to reimagine how the solution should be designed.

DELIVER

Final prototypes were created to be informative with a minimal aesthetic.

I designed working prototypes that implemented all of the key features into a seamless user experience.

The Order Replacement POP section gives users control over which items they'd like to order.

The FAQ section was developed to address other top calls, such as referrals and updating profiles.

I made mock-ups for admin panels and outlined the backend workflow.

These medium-fidelity prototypes and diagrams were presented to stakeholders to show how orders would be managed by our support team.

The finalized designs and prototypes present a strong solution for a simple ordering process.

Since the design is finalized and the implementation is ongoing by the development team, I look forward to celebrating the success post-launch.

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