Last week I had the honor of representing Taco Bell at the CONNECT The Mobile CX Summit 2018 in Chicago. I was asked to speak about Designing the Best Mobile Ordering Experience and what that means for the QSR industry. It was a pleasure sharing the stage with Melissa Douros (Great Wolf Resorts), Taylor Webster (Lowe’s) and Matt Cava (Capgemini). It was awesome being able to discuss how mobile ordering has evolved and how each of our three industries (Food & Beverage, Hospitality and Retail) have unique challenges in addressing mobile orders. You would be amazed at how different it is trying to design order ahead and pick-up in store for Tacos compared to solving customer pain points while on vacation at a resort. It was amazing hearing about how Lowe’s conducted in-depth user testing and gathered customer feedback to identify customer pain points outside of just ordering. Things like finding the exact location of an item in store or knowing exactly how an item would fit in their house so they wouldn’t purchase the wrong sized item.
Matt Cava did a great job in asking stimulating questions around mobile UI/UX best practices, mobile technology, mobile design challenges and how we each keep designs focused on our customers needs. Although our industries are very different we all shared common best practices in designing a seamless mobile ordering experience. A common theme was keeping designs simple and clean, along with constant user testing and analytics. I was surprised at how great it was to have deep conversations with other professionals that share similar day-to-day challenges.
• Matthew Cava | Principal, Mobile Development & Digital Transformation | Capgemini
• Derrick Chan | Director of eCommerce | Taco Bell
• Melissa Douros | Director of Digital Product Management | Great Wolf Resorts
• Taylor Webster | User Experience & Design Manager | Lowe’s