An Ordering Experience Designed to Exceed Customer Expectations
A casual dining chain that has hundreds of locations globally was facing challenges scaling its digital ordering platform.
While its in-restaurant experience is a signature draw for guests, the client's digital experience needed a refresh. Partnering with Bounteous, the team redesigned the product detail page to better serve guests with simple, intuitive, and conversion-friendly ordering flows.
Together, we delivered a seamless ordering experience that drove higher conversion rates, stronger average order values, and millions in incremental digital revenue.
By The Numbers
- 5.8%Increase in Conversion Rate
- 5%Increase in Add-to-Cart Rate
- 2.4%Increase in Average Order Value
Business Issue
The client was experiencing exponential growth but was facing points of friction with its digital ordering platform, all leading to a less-than-optimal customer experience. Customer feedback, user testing, and funnel analysis showed a higher-than-expected abandonment rate during product selection. This gap impacted both customer satisfaction and revenue, with the product detail page playing a key role in the online ordering journey.
The client partnered with Bounteous to reimagine its product detail page and improve the ordering experience. By streamlining the ordering experience and eliminating points of friction, we enhanced the overall guest experience and created opportunities to increase revenue. Through incremental optimizations, we helped reduce abandonment rates and helped the platform keep pace with rising customer expectations and business expansion.
Solution
Leveraging our Co-Innovation methodology, we analyzed funnel performance, identified areas of friction, and designed a solution to improve the customer experience and reduce abandonment during product selection. Analytics, customer feedback, and testing informed a roadmap for a newly envisioned product page.
Our UX team replaced the existing scroll functionality with a more fluid design to make customization seamless from the moment a menu item is selected. By creating a more intuitive selection flow, the new product page enhanced usability and supported higher conversion.
From strategy through development, we launched the redesigned product detail page across web, mobile web, and iOS/Android apps. This rollout enabled consistent digital ordering experiences across platforms at scale.
Outcomes
Bounteous helped the client redesign its online ordering experience to better serve customers and deliver measurable results across key performance metrics. Conversion rate increased by 5.8% and average order value grew by 2.4%.
The product detail page updates improved the customer experience, encouraging repeat use and greater adoption across digital channels. By elevating the online experience to match the in-restaurant atmosphere, the client and Bounteous strengthened customer satisfaction and loyalty, ensuring customers feel valued whether dining in or ordering online.
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