Chope Cloud (B2B Product)
Chope Group (Singapore) | B2B Product Designer
09.2018 ~ Present
ChopeCloud is a well-known restaurant management system that leverages restaurant business. These includes table and reservation management, Diner directory, Analytics, and voucher redemption features.
INTRODUCTION
Chope is a well-known online restaurant-reservation service company that offers services in Singapore, HongKong, Indonesia, Shanghai, Beijing, and Thailand.
Chope also provides restaurant reservation and table management service to restaurants. These products help restaurants and their staff to operate their business effectively on a day-to-day basis. As a B2B product designer, I have been mainly designing for ChopeCloud a Web-based B2B platform. Apart from reservation and table management, I have also been working on many other features such as Diner Directory, Voucher redemption, Floorplan set-up and settings, to list a few.
BACKGROUND
ChopeCloud is a new generation of Web application based on MR3.
When I first joined, ChopeCloud only has few basic features such as reservation list view, a Gantt chart view with adding reservation and walk-in function, and a calendar view with quota data.
My main focus was introducing new usable features and ensuring design consistency.
Compared to competitors and MR3, It has fewer features but its usability was better. Therefore introducing new valuable features was important to increase satisfaction on our service. Secondly, in terms of design, the initial design of ChopeCloud has inconsistency in colours and icons and some design languages.
It is important to note that a few of these projects that I am introducing in here are still in progress or in development stage. However, I want to share about my approaches and works.
- MR 3 (Mather service of ChopeCloud)
- ChopeCloud (When I first joined)
Role
User Research ・ UX Concept ・ Prototyping ・ Interaction Design ・ Wireframe ・ UI design ・ Component Library ・ Icon Design (For all Chope Service)
USER RESEARCH
USER SEGEENTATION
Unlike a customer-facing product, B2B product has unique user personas based on career positions in a restaurant.
Understanding our user groups is the main key for a better product. I have created a user segmentation based on career positions in a restaurant. This is so that whenever my team designs a new feature we can imagine what our main users want and we can use this to specify our research for accurate results.
USER SURVEY & FEEDBACK FROM CUSTOMERS​
In order to prioritise UX/UI issues and to define the most important party for our Design System, our Design team conducted a survey to all staff in 5 countries. The reason behind the choosing of our survey target was that the Ops and Sales team has been receiving all feedbacks from customers so they would know the most critical problems our customers are facing in different countries.
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Based on the survey and feedback lists, I could understand the customer's painpoints and prioritise urgent matters.
Survey to define UX/UI problems for Chope digital services
Feedback from Customers over the countries