Chick-Fil-A
Project Overview
The project centered on evaluating and improving the order experience within the Chick-fil-A iOS app, with an emphasis on usability, efficiency, and customer satisfaction. The agency needed to uncover pain points in browsing the menu, customizing items, and completing an order. Using a tailored set of 10 usability heuristics, I identified key issues such as navigation complexity, unclear customization workflows, and inadequate feedback loops. The goal was to propose actionable improvements that streamlined the order process while maintaining Chick-fil-A’s high standard of service.
UX Audit to Presentation Deck
Findings were structured into a clear, presentation-ready format to highlight usability challenges and opportunities.
- Heuristic Evaluation: Ten usability principles were applied to assess the app, with annotated screenshots used to illustrate friction points in menu navigation, customization, and checkout.
- Hands-On Testing: Real ordering scenarios were simulated to uncover gaps in efficiency and clarity, supported by visual evidence in the deck.
- Pain Points Identified:
- Overly complex navigation structure
- Confusing item customization workflows
- Weak feedback mechanisms during ordering and reordering
Interactive Prototype
The evaluation and prototype produced actionable recommendations to simplify ordering and improve usability. Key improvements included:
- Clean menu selector for quicker browsing
- Simplified store locator with intuitive search and filters
- Menu filter to narrow options by category or preference
- Cart drawer with clear pricing and item count
Additional refinements focused on stronger feedback, smoother customization, and faster reordering, creating a cohesive, user-centered ordering experience.
Results & Outcome
The project delivered a clear, evidence-based vision for improving Chick-fil-A’s app experience. The UX audit and hands-on testing enabled the agency to present a persuasive proposal grounded in user-centered design, which directly contributed to securing the Chick-fil-A contract. Beyond the RFP, the work demonstrated the value of heuristic evaluation, prototyping, and strategic storytelling in winning new business and showcasing the impact of UX on operational success.
Summary
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