Yelp: know your guest

Providing improved guest information to restaurants

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Background

Hospitality is a key focus for restaurants to ensure their customers have a good experience and ultimately come back. Lacking hospitality features can be a nonstarter for sales.

Opportunity

Yelp Waitlist’s host app lacks hospitality features. We believe that restaurants will be able to increase their level of hospitality by Yelp providing improved guest information.

My role

Product Designer on a team with a PM and a team of engineers. Worked on project from beginning (competitive analyses and user interviews) to end (user testing).

The experience

For the first stage of roll-out, I designed a Typeahead experience to make adding guests to the waitlist more efficient and to autofill their contact information

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Search users

For the first stage of roll-out, I designed a Typeahead experience to make adding guests to the waitlist more efficient and to autofill their contact information

Surfacing guest details

For the second stage of roll-out, I designed the guest details view, where hosts can view and edit guests' info

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Download guest directory

Download directory of guest details to analyze for future email campaigns

Design process highlights

My main focus for this project was product thinking, business considerations and scoping out work. Here are specific instances of the above:

User conversations

Created user discussion guide and led interviews with business owners and hosts.

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Business consideration

The lack of the feature is a non-starter from a sales / potential-customer perspective.

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User flow logic

Focus on designing all logic and saving behavior for eng handoff / presentations to my team.

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Prototype user testing

Led discussion with restaurant manager about potential directions for the Typeahead experience.

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Off the golden path

Explored edge cases and explored all possible paths users could take as to design all aspects of the experience for eng handoff

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New and rethought components

Updated components to optimize space and introduced a whole new Guest Panel to the Add-Party-to-Waitilist flow

Details that work for users

Leveraged competitive analysis, Yelp's component library, and user interviews to optimize interactions to meet hosts' needs

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Dark mode

Reskinned all new components in dark mode theme colors