Restoplus.
Company
Restoplus
Team
Integrations Team
Timeline
Nov 2022 -
Jun 2024
Role
Associate UX/UI Designer
Overview
Restoplus↗ is a tech startup based in South Adelaide, Australia that provides restaurant owners with tools like a POS system, integrated admin portal, and customer portal.
In 2022, the company identified a significant opportunity to help restaurants expand their customer reach and streamline operations in a competitive market. To address this, we integrated with industry leaders—Uber Eats for ordering, Uber Direct for delivery, and Tyro for payments. I led the design of these integrations, ensuring functionality across all systems, enhancing user experience, and transforming how restaurants managed their businesses.
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Uber Eats Integration
Streamlining restaurant operations.
Manage Uber Eats orders seamlessly within one centralized POS system.
Overview
Our clients are restaurant owners who rely on Restoplus services, like the POS system, to improve operations. Many of them partner with Uber Eats but had to manage orders on two devices—one tablet for the Restoplus POS and another for Uber Eats—which created inefficiencies.
To solve this, we integrated Uber Eats into the Restoplus POS, allowing all orders to be managed in one place. For those not yet using Uber Eats, the integration made signing up simple and helped them reach more customers.
To solve this, we integrated Uber Eats into the Restoplus POS, allowing all orders to be managed in one place. For those not yet using Uber Eats, the integration made signing up simple and helped them reach more customers.
Source: https://merchants.ubereats.com/us/en/academy/orders/
Stage 1: Research and Planning
We began this integration by understanding the needs of our users and identifying the challenges they faced. Collaborating with other designers and product managers, we conducted extensive research to ensure the solution would address their pain points.
User Persona
We knew the integration would impact entire restaurant teams, including management, store staff, and kitchen staff. After interviewing clients, we created user personas, focusing on those with low technical proficiency. These personas guided us in designing an intuitive solution.
Story Mapping
As we mapped out the integration, we identified several steps, including setting up the integration, configuring menus, and managing orders. To tackle this complexity, we used story mapping to prioritize features and organize the development process in a logical sequence. This also ensured that the most critical aspects were addressed first.
Brainstorming
To ensure the integration was reliable, we brainstormed potential edge cases and developed solutions to address them effectively. By categorizing these scenarios based on their likelihood and impact, we focused on resolving the most critical challenges first.
Stage 2: Redesigning the Admin Portal
Once the integration was mapped out, we focused on the admin portal—the central hub for managing POS settings like menus, pricing, and third-party integrations. I led the design of a new integrations page within the portal.
User Flow
Before designing the integrations page, I mapped the user flow for the Uber Eats integration, covering steps like admin portal setup and account linking. Detailed flows streamlined the process, from setup to order management.
These user flows helped identify potential pain points and edge cases, allowing us to design a journey that addressed user needs and critical scenarios.
Creating an Integrations Page
I created the integrations page to help clients easily add, configure, and manage third-party services like Uber Eats. By syncing directly with the POS system, it provided real-time updates and made managing external services simple. This redesign laid the groundwork for integrating additional services in the future.
Stage 3: Onboarding and Launch
Guided Experience
To enable the Uber Eats integration, our clients had to follow a structured onboarding process. As the designer, I created intuitive, sequential designs that simplified this process, ensuring clarity at every step.
The flow guided clients through critical actions, including adding the integration, securely linking their Uber Eats accounts, and publishing their Uber Eats menu directly through our admin portal. By breaking down the steps and presenting them in a logical, user-friendly way, I aimed to make the onboarding process intuitive and simple.
Integration Launch
Once the integration setup was complete, clients could activate the feature, allowing Uber Eats orders to flow directly into their POS systems. This eliminated the need for a separate Uber Eats tablet, streamlining order management and improving efficiency.
Results
20+ Clients
Tablet-free
Reduced reliance on separate Uber Eats tablets, streamlining order management and improving operational efficiency.
30+ New Signups
Since Launch
Established new Uber Eats partnerships, enabling restaurants to expand their customer base.
40% Faster
Order Processing
Centralized Uber Eats orders in one POS tablet reduced processing time, streamlining workflows.
Tyro Integration
Simplifying payments for restaurants.
Save time, reduce errors, and access real-time transaction reports with Tyro integration.
Overview
Before integrating with Tyro, EFTPOS terminals linked to Restoplus POS operated as standalone systems, requiring manual payment entry prone to errors and inefficiencies. The POS also lacked features like refunds, dynamic surcharging, and daily settlement reports.
The Tyro integration automated payment entry, reduced errors, and introduced advanced features such as refunds, surcharging, and real-time settlement reports.
The Tyro integration automated payment entry, reduced errors, and introduced advanced features such as refunds, surcharging, and real-time settlement reports.
Source: https://www.tyro.com/products/eftpos/tyro-pro/
Stage 1: Research and Planning
Collaborating with Tyro
Before the integration, we met with Tyro’s engineers to understand their pairing process, refund system, and surcharging functions, as well as handling transaction failures.
We focused on solutions for failed payments and connectivity issues to ensure all transactions were recoverable, providing clients and customers with confidence in payment reliability.
We focused on solutions for failed payments and connectivity issues to ensure all transactions were recoverable, providing clients and customers with confidence in payment reliability.
Stage 2: Designing Payment Workflows
After understanding Tyro's pairing and transactions, we focused incorporating the new features: refunds, dynamic surcharging, and daily settlements.
The Situation
Incorporating features like dynamic surcharging and daily settlements was straightforward. Adding a refund functionality was more complex, as it needed to support both full and partial refunds across different payment modes.
The Restoplus POS supports two payment modes: single transactions, where all items in an order are checked out at once, and multiple transactions, where items in an order are checked out many times. Multiple transactions occur in split bill transactions.
The Restoplus POS supports two payment modes: single transactions, where all items in an order are checked out at once, and multiple transactions, where items in an order are checked out many times. Multiple transactions occur in split bill transactions.
In split billing, customers can divide the bill equally, by item, or by amount. For example, in a split-by-item scenario, customer 1 pays for their item, followed by customer 2, and so on. These payments often involve mixed methods, such as cash for one customer and a card for another.
To prevent errors during refunds, such as processing a Tyro card transaction as a cash refund, I had to create intuitive user flows.
To prevent errors during refunds, such as processing a Tyro card transaction as a cash refund, I had to create intuitive user flows.
User Flow
After identifying the necessary revisions, I began working on the user flows. For partial refunds, I ensured that any surcharges applied were also partially refunded.
In mixed-payment orders (cash + card), I focused on ensuring that Tyro transactions were refunded through Tyro, while cash payments were refunded in cash.
In mixed-payment orders (cash + card), I focused on ensuring that Tyro transactions were refunded through Tyro, while cash payments were refunded in cash.
Achieving this required several brainstorming sessions and multiple iterations of the user flows.
Stage 3: Integration Launch
Easy Pairing
The integration launched with an intuitive pairing process, allowing users to easily connect their Restoplus POS system with the Tyro terminal. We anticipated potential errors during pairing and provided troubleshooting options to ensure the process was smooth with minimal errors.
Streamlined Transactions
Tyro Purchases + Dynamic Surcharging
With the integration in place, users could process payments efficiently using Tyro. Surcharges were automatically applied at checkout, removing the need for manual input and reducing the risk of errors.
With the integration in place, users could process payments efficiently using Tyro. Surcharges were automatically applied at checkout, removing the need for manual input and reducing the risk of errors.
Refund Functionality
We also introduced a robust refund functionality, enabling both full and partial refunds across various payment methods to handle diverse transaction needs.
We also introduced a robust refund functionality, enabling both full and partial refunds across various payment methods to handle diverse transaction needs.
Daily Settlements
Users gained access to detailed daily settlement reports, offering a clear breakdown of transactions, including purchase amounts, refunds, and tips. This feature simplified reconciliation and provided valuable insights into daily operations.
Users gained access to detailed daily settlement reports, offering a clear breakdown of transactions, including purchase amounts, refunds, and tips. This feature simplified reconciliation and provided valuable insights into daily operations.
Results
Streamlined Payments
With Tyro Integration
Enabled smooth payment processing through Tyro, with dynamic surcharges automatically applied at checkout.
Flexible Refund Options
For Mixed Payments
Introduced a robust refund system, supporting full and partial refunds across all payment modes.
Real-time Insights
Into Daily Operations
Delivered daily settlement reports, providing clients with deeper insights into daily operations
Uber Direct Integration
Expanding delivery capabilities for restaurants.
Connect with Uber Drivers, track deliveries, and reach more customers—all within the Restoplus POS system.
Overview
Some clients struggled to expand delivery due to limited drivers, restricting their ability to meet demand. Integrating Uber Direct gave them access to Uber’s driver network, enabling more deliveries, expanding their customer base, and reducing costs without hiring additional staff.
Source: https://merchants.ubereats.com/us/en/services/uber-direct/
Stage 1: Research and Design Development
I worked with our developers and Uber Direct’s engineers to understand the delivery process. A key challenge was ensuring accurate driver statuses on the POS, as real-time updates are essential for reducing delivery issues."
Addressing Critical Scenarios
I collaborated with our team to ensure the POS system displayed real-time delivery updates. We identified critical scenarios that could disrupt workflows:
- Failure to request an Uber driver.
- Drivers unable to locate a customer’s address.
- Physically inaccessible delivery addresses.
We made sure these scenarios were accurately displayed on the POS and provided clients with tools to handle them.
- Failure to request an Uber driver.
- Drivers unable to locate a customer’s address.
- Physically inaccessible delivery addresses.
We made sure these scenarios were accurately displayed on the POS and provided clients with tools to handle them.
User Flow
I then created a comprehensive user flow, covering the entire journey from order checkout to delivery completion or failure. The flow accounted for every possible edge case, ensuring all scenarios were accurately reflected on the POS screen.
Stage 2: Creating a Third-Party Deliveries Page
Card Sorting
Next, we designed a Third-Party Deliveries Page in the POS system to manage services like Uber Direct. Through card sorting sessions with our clients, we structured the page's information architecture to prioritize key features such as driver status, ETA, and proof of delivery.
Third-Party Deliveries Page
The Third-Party Deliveries Page was created to centralize the management of third-party delivery services, beginning with Uber Direct. It provided clients with details such as driver ETA, status, and contact information. It also established a scalable foundation for integrating more third-party delivery providers in the future.
Stage 3: Integration Launch
Streamlined Delivery Management
Request Uber Drivers
Once the Uber Direct integration was launched, clients could easily request Uber Drivers to deliver orders, enabling them to expand their reach without hiring additional staff.
Once the Uber Direct integration was launched, clients could easily request Uber Drivers to deliver orders, enabling them to expand their reach without hiring additional staff.
Real-Time Updates
The integration provided clients with real-time updates on driver location, status, and ETA, along with proof of delivery for completed orders. For failed deliveries, the system communicated the issue to clients and offered actionable solutions to resolve them.
The integration provided clients with real-time updates on driver location, status, and ETA, along with proof of delivery for completed orders. For failed deliveries, the system communicated the issue to clients and offered actionable solutions to resolve them.
Centralized Delivery Management
With the launch of the Third-Party Deliveries Page, clients were provided a centralized platform to manage and track all third-party dispatched orders.
The organized interface allowed them to monitor delivery statuses. With real-time access to driver ETA, status, and contact details, clients could communicate with customers and resolve any issues effectively.
With the launch of the Third-Party Deliveries Page, clients were provided a centralized platform to manage and track all third-party dispatched orders.
The organized interface allowed them to monitor delivery statuses. With real-time access to driver ETA, status, and contact details, clients could communicate with customers and resolve any issues effectively.
Results
60% More Deliveries
Since Launch
Enabled clients to handle more delivery orders by leveraging Uber Drivers, expanding their reach, and improving efficiency.
95% Accuracy
For Driver Statuses
Provided clients with real-time updates, improving communication and reducing order-related inquiries.
Quick Resolutions
With Delivery Insights
Allowed clients to resolve issues efficiently by tracking driver ETAs and statuses.