Situation
The operating context
Customer orders, food and drink preparation, payment records, promotions and management reporting needed to operate as one accountable flow.
Restaurant ordering and fulfilment
A unified mobile ordering and operations platform
A live iOS and Android restaurant application connecting customer ordering, routed preparation, payments, operational control and reporting.
Founder-confirmed live deploymentiOS and AndroidPoint-of-sale integration
A unified ordering spine coordinating customer choice, payment, split fulfilment and operational reporting.
EXTERNAL BOUNDARYPoint-of-sale boundaryPayment and digital-wallet services
- 01Customer experiencePlace and manage an order
- iOS and Android apps
- Account and rewards
- Menu catalogue
- 02Order orchestrationControl state and route work
- Order service
- Payment state
- Fulfilment router
- 03Venue fulfilmentCoordinate preparation
- Kitchen queue
- Drinks queue
- Combined pass
- 04Operations and insightControl trading performance
- Order control
- Refund record
- Reporting dashboard
ASSURANCE BOUNDARYMenu availabilityPayment confirmationRoute ownershipRefund authority
KEY CONNECTIONS
- 01Catalogue to basket
- 02Basket to payment
- 03Paid order to route
- 04Completed order to reporting
- 01CustomerSelect venue
- Input
- Location and visit
- Output
- Active venue context
ExceptionVenue unavailable
- 02CustomerOrder
- Input
- Available catalogue
- Output
- Validated basket
ExceptionItem or allergen conflict
- 03Payment servicePay
- Input
- Validated basket
- Output
- Paid order
ExceptionPayment failed or pending
- 04Order controlSplit routes
- Input
- Paid order
- Output
- Kitchen and drinks tickets
ExceptionRoute unavailable
- 05Venue teamsPrepare
- Input
- Routed tickets
- Output
- Prepared items
ExceptionItem delayed or unavailable
- 06Pass coordinatorPass
- Input
- Prepared routes
- Output
- Combined order
ExceptionRoute incomplete
- 07Front of houseComplete
- Input
- Combined order
- Output
- Closed fulfilment
ExceptionCustomer issue or refund
- 08OperationsReport
- Input
- Orders, payments and timing
- Output
- Trading view
ExceptionSettlement variance
A fictional interface reconstruction showing the principal operating controls described in this case study.
Mandate
The work to be done
Design the customer and staff journeys, integrate an established point-of-sale and payment platform, and carry the system through deployment.
Delivered
What the work connected
- Customer mobile ordering and account journeys
- Menu, VAT and allergen configuration
- Food, drinks and combined-pass routing
- Kitchen status and condensed ticket workflows
- Payments, tips, promotions, wallet and rewards
- Operational dashboards and trading-period reporting
A useful first conversation