This will be one of three series of study case that I’m writing during my three and a half years stint at Kopi Kenangan from late 2019 to early 2023.
In November 2019 I was one of the first hire for the newly form tech department as head of product design. I hire, grow and lead the team of five designers and researchers.
As part of the high-output product team, we’ve scaled Kopi Kenangan apps customer base from 30K (as of late 2019) to 1,4M monthly active user (as of early 2023) and weekly revenue hovering around Rp6–7B.
THE
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RUNDOWN
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THE + RUNDOWN 〰️
2020
Redesign and shipped customer facing app
Hire and setup a product design team
Order ticketing app
2021
New Kenangan Loyalty program feature set
General customer app UX audit
Design and build store management app
2022
Design and build a new in-house point of sale app
Hire and setup a product design research team
2023
Dine-in experience and table booking in-app
Design and build Kenangan Coffee for international market expansion
The Case of Dining-In Experience
Timeframe
🗓️ September–November 2022
Role
⚒️ User flow and interaction design
Summary
In Q3 2022 in an effort to improve foot traffic and reduce queuing time in our stores we decided to introduce seating area in our flagship (highest foot traffic) stores in each city.
This set the impetus to implement table and seating booking in our systems, this in part was already in the backlog to eventually support other business vertical such as restaurant at Kenangan Group. And developing this dine-in experience feature set as a pilot project on roughly 30% of our stores seemed like good idea to test this work out the kinks and operational constraints that needed to be addressed by, and collaborate on by many departments, operations, procurement, and product team.
Challenges
Customer should be able to browse before registering for an account for their first order.
We only had phone number for registration back then for technical implementation simplicity’s sake.
Some specific customers’ behavior that we noticed:
People actually spend time browsing and configuring their coffee order. At the time we measured in average people spent around 4 minutes from opening Kopi Kenangan app to finishing checkout (excluding the time for payment done in third-party payment app)
Solution
What method/process were used to solve specific problem, user needs, business requirements and/or pain points? How did features address the objectives?
Research and Analysis
User pain points
Competitive audit
Problem statement
Use cases
Design
User flow diagram
Copywriting
Figma interactive prototypes
Feedback
Design critiques sessions
Stakeholder reviews
Iteration
Design fixing
Asset handoff for engineering