Summary

Pepper is an all-in-one hospitality platform. Their software harnesses data to boost orders, through integrated payments, ordering, loyalty and more. Clients include GBK, Rick Stein, Revolution, Youngs Pubs and many more.

Problem

Itsu (one of Pepper's existing customers) approached a creative agency without our knowledge to redesign their native 'Itsu app'. They shared the agency's Proof of Concept deck with us, and explained that they were considering moving to them (from us). We asked them not to make any rash decisions until they see our PoC, which we agreed we would deliver within 48 hours.

The old 'choose your location' screen was just ok, functional. 

• I created a choice for their customers to toggle between the map with pins, or list views for their locations, because some customers prefer visual solutions rather than a wall of locations to choose from

• The previous layouts were rigid and lacked flexibility, the sharp edges simply didn't reflect the itsu brand. There was also no way to promote products from the home screen

The old design (below)

The new design (below)

Objective

To ensure we didn’t lose one of our biggest brands, and understand how might we improve on the agencies designs, as well as provide valid (and strategic) reasons as to why some of their ideas were not plausible

Solution

I designed a polished, rebranded and testable PoC (within 48 hours). I then worked closely with our Head of Marketing and in a couple of days we were ready with our own PoC proposal deck. I designed the new required screens in Figma, then pulled them into our new sales presentation template - job done! Completed in under 2 days!

Results

We won the deal, securing us with a long term contract. 

• We took the team at itsu through the new designs - which were received well and led to a new secured long term contract worth half a million (£)

• Redesigned itsu's locations feature which we then updated for other merchants

  
  

Final Deliverables

• Locations screen: redesigned to include both map pins and list views (with facility listings)​

• Product upselling: introducing 'buy now' CTAs on each product for faster checkout

  • Product search (new) in listings, dietary tags, new search function (users, bar staff and merchants had been screaming for this feature for months) ​

• Redesigned product modifiers: expandable customiser options​

• Introduced single sign on (Google/Apple)

Conclusion

The competing agency were not specialised in the hospitality sector. We know what our customers need, and what makes our end-users love using our products

Additional Considerations

• I spoke with GBK a few days prior to itsu agreeing to stay with us, they requested exactly the same design changes including adding location map/list toggle and introducing location facilities

• Now users can decide if the venue has what they need (ie. free wifi, baby changing, outdoor seating, adequate free parking etc.)

• I presented back the proposed solution to Boparan (GBKs creative people) and they said the new designs tick all the boxes and are really pleased with the results -  so much so that they have already launched!
  
  You can see how the new feature looks and feels for GBK - check that out on the App Store here