Led the guest journey analysis and UX recommendations in close collaboration with product and research partners.
As Popmenu’s platform expanded, the guest experience was becoming increasingly fragmented across touchpoints. Restaurants needed a clearer, more cohesive digital journey that aligned guest expectations with front-of-house realities, particularly as the company moved toward more automated engagement tools. The team needed a structured view of the end-to-end guest experience to identify friction points, clarify opportunities, and support product direction.
I mapped the full guest journey across key moments of interaction, synthesizing inputs from product stakeholders, research insights, and observed user behaviors. The goal was to surface areas of cognitive friction, mismatched expectations, and workflow gaps that could impact both guest satisfaction and restaurant operations.
The work focused on:
This work provided a shared strategic lens for evaluating the guest experience and helped guide Popmenu’s evolution toward more automated, behavior-driven communication tools.
The journey framework was used to:
Exploring the guest journey from the perspective of three distinct guests to better understand engagement with technology.
Table describing the actions of each guest archetype through the entire experience and journey
Sample screen with illustrative UI example
In the beginning, there is chaos! And a lot of questions. These were some of the early ideation sketches