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Dunkin’ POP App


Platform for Dunkin’ franchisees to order Point-of-Purchase items.

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




Problem Statement


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

I decided to spearhead a new platform to improve the efficiency of our response and formalize the customer support process.





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



Users
  • Franchisees
  • Managers

Problems
  • Missing POP items
  • Limited access to info.
  • No formal process

Needs
  • Correct POP
  • Store profile knowledge
  • Efficient support process





Upon analyzing collected data, I discovered key issues users were facing:


  1. Order request
  2. Status update
  3. Profile status

Since “order request” was the most common issue, it became clear to me that the most essential feature would be to empower users to place orders.







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


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


1. Improve EfficiencyReduce turnaround time for item orders.
2. Alleviate StrainReduce bottleneck caused by phone call overload.
3. Formalize ProcessEnsure items are sent accurately with a dedicated system.





Essential features were ranked in order of importance.


1. Place Orders Users can 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 help structure the various features.


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.






I designed some prototypes for the ordering process UI for web and mobile. 


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


Item Ordering UI for Web:
Menu Navigation Item Selection Confirm Details Confirmation



Item Ordering UI for Mobile:

Menu Navigation Item Selection Confirm Details Confirmation


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





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 Home screen gives an overview of user's store profile, including items in their kit. My Store Profile section has an "ADD/EDIT" option that lets users add or adjust store address. 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 straightforward ordering process for POP items.


The design is finalized and the implementation is ongoing by the development team. Since it hasn’t been launched yet, I look forward to celebrating the success of the end result.