This case study is currently in progress. Contact me for the full story.
Product Discovery
UI/UX Design
Prototyping & User Testing
Dev Management
1 x Designer / PM (me)
2 x Software Engineer
Nov 2024 - Jan 2025
MilesCX emerged from the strategic merger of Stellar Menus and OhWaiter. Our mission was to integrate AI technology to develop a human-in-the-loop communication platform to support understaffed teams in the hospitality industry. We built off key customer insights from OhWaiter's existing user base and incorporated Stellar Menus’ mobile ordering capabilities, resulting in a unified solution for guest communication and ordering.
Full system redesign, including iOS and Android tablet app and rearchitected guest interaction flows resulting 2x growth in daily guest interactions with ~50% of requests and inquiries handled by AI agent.
Guest interactions were streamlined through native messaging apps and QR/RFID mobile-first web apps, while staff used an Android/iOS tablet app.
The original OhWaiter interface led to staff confusion and unanswered guest requests due to infintie scroll usability issues.
Tablet app usability. Staff reported difficulties using the tablet application which had been causing guest messages and requests to get lost or go unanswered.
AI-managed interactions and guest adoption. Our objective was to enhance responses with AI, while ensuring that staff are promptly notified when human intervention is required. Additionally, we used daily-interactions and repeat requests as indicators of adoption by guests.
Preliminary design sketches for the tablet app revamp. Aligned design with modern inbox design like email and message apps.
Following Jakob's Law, the app was redesigned to mimic familiar email and messaging apps, improving user accessibility. We also prioritized dark-mode to address battery life issues.
Our design paradigm focused on displaying essential information for quick staff action, using LLM technology for guest communication while allowing staff intervention when needed.
The tablet UI mirrored common inbox apps (iMessage, Email) evolving with continuous feedback from frontline staff during the intial beta luanch.
Our v1 dashboard allows our customers to view order revenue trends as well as guest interaction statistics and trends.
Timeline view allowed our admin users to monitor AI interactions and provide feedback for better human-AI handoffs.
These are just a few highlights. If you're interested in a deeper dive, I'm happy to chat. Feel free to reach out and we can find a time to connect.
