Just Eat Takeaway

I started working at Takeaway.com as a Design Lead for the consumer platform. Takeaway.com is the world’s biggest food ordering marketplace with over 98 million users and 1.1 billion “food moments” facilitated – and it’s mission is to empower your every food momen

Takeaway.com has grown exponentially over the last 2 years, and has challenges in finding good ways to collaborate cross domain & verticals. One of our biggest challenges was to align different vertical strategies with our own consumer purpose.

All cases can be presented on request.

Client

Takeaway.com

Project Date

2020

DEFINING THE AFTER ORDER SPACE

Project summary

As the Product design Lead for the after order space I have led a team of 3 designers, a ux writer and researcher through establishing a vision and strategy for our outdated space. We focussed on increasing trust, transparency and re-assurance by adding clear support routes, managing delivery expectations through transparent time information and contextual notifications and improving the overall usability of the space.

Results

NPS +10%
CSAT +13%
Increased transparency: -18% CS tickets
Ticket resolution time: -108 minutes

UX NORTH STAR FOR CONSUMERS

Project summary

As the interim Head of Product Design for the Takeaway.com product design team, I have led a team of 12 designers (direct reports) and supervised 43 designers through the merger with our Just Eat department – creating a design department of 107 designers, researchers and writers.

Through ongoing research, workshops and cross-department collaborations we have established a vision and strategy for our consumer department.

Results

Team satisfaction +8%
Cross dept design thinking workshops 12 (intensive 4 week program)
Rollout plan for merging 2 departments
Design Workshop Database created
Realized Design Podcast

DEFINE A GROCERIES PROPOSITION FROM SCRATCH

Project summary

As the Product Design Lead I have led this cross department project to uncover the feasibility, viability and desirability of a new groceries USP.
I led a design team of 3 designers, 2 researchers, and multiple stakeholders through research, workshops, cross-department collaborations, prototyping and design to launch a successful pilot in Germany and Austria.

Results

Adoption rate +63%
Increased average order value +48%
Increased overall orders +12%
Increased active user base +9%
Decreased delivery times – Darkstore modal not suitable.

Just Eat Takeaway

Client

Project Date

Category

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DEFINING THE AFTER ORDER SPACE

Results

UX NORTH STAR FOR CONSUMERS

Results

DEFINE A GROCERIES PROPOSITION FROM SCRATCH

Results