Time 2 eat app & kiosk redesign

Compass Group is the world’s largest hospitality and catering company. They operate in 45 countries and employ half a million people. My role is focused on the Time 2 Eat app and mobile. The T2E service allows users to order food and gain loyalty points at over 700 locations, including Asda stores, Bupa offices, HSBC offices, Adidas offices and Bentley factories.

Establishing the foundations for discovery

The research aligned customer goals, business objectives, and the high street experience. I interviewed six T2E expert leads across different restaurant sectors, banks, universities, factories, and corporate offices to create a feature list for the roadmap.

  • Analytics review

  • Customer survey

  • Competitor review

  • Analysis of pain points and opportunities with stakeholders

  • Test current app users

Prioritised the feedback

The feedback was grouped into categories: pain points, what works well, feature suggestions, and blockers. This was then organised into a priority list, considering both business goals and user goals.

Client, stakeholder working sessions

  • Prioritised opportunities

  • Brief development

  • Team briefing

I found that the current designs were lacking in information architecture compared to the high street. There was no dedicated QR code page and no clear way of knowing all the ordering options or how to use them. The loyalty points and stamps were jumbled together, with a separate QR code outside for the wallet, which made the experience unnecessarily complicated.

app Wireframes

I quickly wireframed the prioritised features based on the research analysis and shared them with key stakeholders for collaborative feedback. The prototypes were then tested for usability with users, which helped to validate the ideas. Separating loyalty, QR scan, and ordering options into tabs, then signposting the user to the QR page once activated, made the experience much clearer and simpler for users.

  • 2 concept sprints

  • Client working sessions

  • Concept selection

App Designs

I evolved the design system using atomic design methodology, giving the app homepage flexibility to support multiple ordering and loyalty models on the homepage.

I introduced a new loyalty page with spend-based tiers and a free points gift for new joiners. Usability tests at Brunel University refined the loyalty logic earned.

I created automatic meal deals in the cart, adapted from my time at Domino’s, which show value in the form of savings.

Together, the enhanced homepage flexibility, navigational tabs, loyalty tiers, and auto deals increased return rates and sales from 27% to 33%.

Key Achievements

  • A step-change in user interface and journey design

  • Flexible UX digital experiences

  • Usability tests

  • Increased basket value

  • Increased return rate

  • Improved performance (task speed, bounce rate, return rate)

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