Reyhoon's Merchant App
PRODUCT DESIGNER
Reyhoon is an on demand Tehran-based food ordering service that helps bring food to consumers in a convenient and reliable manner. Partnering with restaurants and food cooperatives in over 16 cities, Reyhoon allows customers to order their favourite food with a tap of a button. Interactive menus, rate and review submissions, scheduled order and customized drop off are few a features of Reyhoon website and app (work seamlessly on both Android and iOS).
The challenge: In the first year of Rehyoon, most of the orders were placed manually through the call-center. this was a suitable approach at the beginning, however with the rapid growth of the company it proved to be costly; hence came the need for a more scalable solution that could handle the high demand.
In 2016, it was decided to design a product to take the orders automatically so that each restaurant could receive and confirm orders straight from their POS system.
Joining Reyhoon at such an early stage required a multidisciplinary skill set. I had a chance to work on a range of high impact products.
Some of my responsibilities were generating ideas, defining the project's scope, defining the road map, research, prototyping and testing, and sit downs with the CTO and PO for business requirements and policies.
Early Explorations
The first step was to define the problem that needed to be solved in order to develop a minimum viable product. Orders were extensively monitored in order to gain a better understanding of critical interactions.Talking to hungry and occasionally angry customers, listening to the frustrated call-center employees and interviewing restaurant owners helped us define the project MVPs. The following basic features were decided to be included in the first iteration: Authentication, restaurant status, order adjustment and modification, 3rd party API service integration, fault tolerance and notification.
Outcomes
Today close to 80% of orders are automatically managed through the merchant app which benefits everyone including Reyhoon, restaurant owners, and customers.
- Reyhoon: Overhead reduction, reduced human interaction, increased cost efficiency, trackable behaviours, restaurant loyalty.
- Restaurant: Receive and confirm orders straight from their POS system. Printable order details for the kitchen, accounting software integrations, direct contact with customers, real-time adjustment of service availability and bandwidth.
- Customer: better experience with order tracking, detailed reviews, preparation status and delivery.
