Designing a tastier
journey to
KFC Dubai
Designing a tastier journey to KFC Dubai through reimagining the KFC Dubai app experience to increase order completion rates and customer satisfaction through strategic UX improvements and streamlined user flows.
The Problem
70% of users browse the homepage but couldn't complete their order Despite high traffic and engagement, the majority of users were abandoning their orders before completion, indicating critical friction points in the user journey.
We found that users felt overwhelmed. There were too many different fonts, colors, and confusing banners. The menu was just a long list without any clear categories or filters, which made it hard to find a specific meal. Our goal was to make the app fast and easy, removing anything that got in the way of a hungry customer and their meal.
Website Brand
29th April 2018
Creation & Deliverables
We redesigned the app to be much cleaner and more organized. We focused on making the journey from "opening the app" to "paying for food" as short as possible. A Better Homepage: We added a search bar and simple filters. We also organized the menu into clear categories and used "Bestseller" tags to help people decide faster. Easier Store Selection: Users can now see which store is closest to them, check opening times, and save their favorite location for next time. Real-Time Tracking: We added a tracking screen with simple illustrations so users know exactly when their food is being prepared and when it’s out for delivery. Fixing the Basics: We fixed the broken payment section and added a way for users to leave feedback after they eat.
The changes worked. We saw a 11% increase in completed orders and a 7% drop in people quitting at the checkout page. The new design turned "window shoppers" into happy customers.
(Project)
