Atomic Design Library
At Taco Bell, I established the first Atomic Design system using Figma, serving as a centralized repository for patterns, colors, components, type, and icons across the app, kiosk, and web platforms. Previously, design agencies had maintained design history through Photoshop, Adobe XD, and Sketch files, leading to convoluted revisions. Through an extensive audit, I documented every component and screen across platforms, streamlining the design and development process. Componentizing elements into templates reduced production time for designers and facilitated smoother handoffs to development, resulting in a more polished and coherent product.
Customer Satisfaction Survey
I was tasked with creating a customer satisfaction survey for both iOS and Android devices. The primary email channel for survey was lacking participation and the Product Owners wanted to leverage push notifications to distribute the survey instead so that participation rates would increase. This increase would allow the Customer Care team to access more data in regards to how Taco Bell restaurants are doing. I worked closely with Data Analysts, Stakeholders, and Engineers to solve for just that!
UX Discovery
The design revolved heavily around the research and from there distilled into insights. Through user interviews, I was able to gather ample KPI's surrounding Taco Bell's current data around surveys sent for both email and Kiosk. How many customers participated, how many customers submitted a high review vs a negative review, average time to complete the survey, dropout rates, character counts and more! This really set the design up for success. From there I was able to do additional competitor analysis, break down the business and customer goals, and start defining user, task flows, and edge cases through wireframes.
Phase 2 Launch
As there were some development technicalities, there is a proposed phase 2 launch of the customer survey showcasing the overlay design. First launch will be a sleek inline email design similar to the current design with deep linking. A consolidated view of the multi select questionnaire where comments are optional on submit. This initial launch will allow us to gather more feedback surrounding our customers and how they interact with the inbox section on the app. From there we can expand our customer flows to My Orders, Profile, and more via Push notifications.
Results
The MVP was launched in November 2022 and received positive feedback in the new year of 2023. Compared to the previous year, we've experienced a 62% increase in response, with over 34k responses per month compared to 13k before. Our app survey has an open rate of approximately 3.4%, aligning with engagement levels seen in other marketing push notifications triggered by users. This user-friendly entry method has encouraged more users to provide feedback, resulting in a 5% increase in positive feedback and a decrease in dissatisfaction for app orders.
