Year
2022
Client
Popeyes Louisiana Kitchen
Category
Product Design
Popeyes had loyal customers, but too many dropped orders or reported wrong items due to clunky app flows. Our goal: rethink how users browse, build, and confirm an order across delivery and in-store pickup. This wasn’t a full redesign from scratch, but a high-impact UX overhaul on the most business-critical flows. We focused on eliminating confusion and aligning design with real user behavior at peak hunger moments.
Working closely with the marketing and UX teams, I redesigned the ordering journey, prioritizing clarity, fewer taps, and less room for mistakes. We restructured how users customize meals, edit selections, and toggle between delivery and pickup. Edge cases like location errors, menu availability, and last-minute changes were treated with UI safeguards. I also built reusable components in Figma for future updates to scale with consistency.
The new experience introduces clearer product cards, easier quantity edits, and a more forgiving flow for switching order modes (pickup vs. delivery). Micro interactions now guide users instead of confusing them, and error recovery became faster. We focused especially on the checkout preview, making it obvious what the user is about to receive — because no one wants the wrong chicken.
Post-launch results were clear: an increase in total order volume and a noticeable drop in support requests about incorrect or incomplete orders. The UX improvements directly impacted the bottom line and boosted customer satisfaction without needing a full rebuild of the app. Sometimes, the biggest wins come from precise upgrades in the right part of the journey.
