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CityGrill Express Chatbot
About Project
“CityGrill Express” is a restaurant specializing in American cuisine. The application concept includes a mobile delivery app, through which users can view, choose, and order a variety of dishes along with beverages.
This is a freelance project that was aimed at quick discovery and development of the first version of the mobile application.
- Small business scale, localized in urban areas
- Target audience: young mobile users ordering food
- Conversational UX project with full-cycle chatbot persona + script design
(May 2022 - Jul 2022)
Problem
CityGrill Express wanted to introduce a chatbot to speed up mobile orders during lunch rush. Their current app had too many taps and screens, which frustrated users looking for quick service.
Goal
Design a mobile chatbot experience that:
- Reduces time to place an order
- Supports casual, natural dialogue
- Encourages repeat usage
- Matches the brand voice (casual, fast, friendly)
Domain: Food Delivery
Length: 2 months
Team: Just me
Role: Conversational / Product Designer
Research & Discovery
- Surveyed user preferences: Explored restaurant choices, ordering frequency, cuisine preferences, and suggestions for process enhancement.
- Gathered data via distribution: Utilized social media and user networks for widespread survey collection.
- Persona development: Created a user archetype amalgamating research insights and restaurant website data.
- Customer Journey Map creation: Utilized persona to craft a visual representation of user interactions, emotions, and touch-points for an enhanced ordering experience.
- Informed dialogue design: Survey data refined application's language, dialogues, and functionality alignment.
User persona
User survey
Customer Journey Map
Chatbot Persona and Scripting
Language and Tone Optimization:
- I specified the dialogue language to ensure clarity and consistency.
- Made sure that expressions were clear, specific, and friendly, aligning with the restaurant's brand.
- Chose a communication style that aimed to leave a positive impression on users.
Language and Tone Optimization:
- I specified the dialogue language to ensure clarity and consistency.
- Made sure that expressions were clear, specific, and friendly, aligning with the restaurant's brand.
- Chose a communication style that aimed to leave a positive impression on users.
Chatbot persona
Chatbot messages
Creating dialogues
Creating dialogues:
- Talking to users, I identified key touchpoints where they could use the chatbot
- I developed scenarios for each key touchpoints for user interaction with the chatbot.
- Created diagrams for each of the planned dialogues.
- Developed dialogues in the Voice Flow program.
- Formulated questions for the chatbot to ask users and provided various response options.
Key touchpoints
Part of scenarios
results
- Higher intent to reuse the chatbot for future orders compared to the classic app (measured via post-test question: “Would you use this interface again?”)
- Completion rate increased from 72% → 91% during chatbot tests (users who started and finished the order flow)
Final result - Part of dialogues
Home
About me
Contacts
CityGrill Express Chatbot
About Project
“CityGrill Express” is a restaurant specializing in American cuisine. The application concept includes a mobile delivery app, through which users can view, choose, and order a variety of dishes along with beverages.
This is a freelance project that was aimed at quick discovery and development of the first version of the mobile application.
- Small business scale, localized in urban areas
- Target audience: young mobile users ordering food
- Conversational UX project with full-cycle chatbot persona + script design
(May 2022 - Jul 2022)
Problem
CityGrill Express wanted to introduce a chatbot to speed up mobile orders during lunch rush. Their current app had too many taps and screens, which frustrated users looking for quick service.
Goal
Design a mobile chatbot experience that:
- Reduces time to place an order
- Supports casual, natural dialogue
- Encourages repeat usage
- Matches the brand voice (casual, fast, friendly)
Domain: Food Delivery
Length: 2 months
Team: Just me
Role: Conversational / Product Designer
Research & Discovery
- Surveyed user preferences: Explored restaurant choices, ordering frequency, cuisine preferences, and suggestions for process enhancement.
- Gathered data via distribution: Utilized social media and user networks for widespread survey collection.
- Persona development: Created a user archetype amalgamating research insights and restaurant website data.
- Customer Journey Map creation: Utilized persona to craft a visual representation of user interactions, emotions, and touch-points for an enhanced ordering experience.
- Informed dialogue design: Survey data refined application's language, dialogues, and functionality alignment.
User persona
User survey
Customer Journey Map
Chatbot Persona and Scripting
Language and Tone Optimization:
- I specified the dialogue language to ensure clarity and consistency.
- Made sure that expressions were clear, specific, and friendly, aligning with the restaurant's brand.
- Chose a communication style that aimed to leave a positive impression on users.
Language and Tone Optimization:
- I specified the dialogue language to ensure clarity and consistency.
- Made sure that expressions were clear, specific, and friendly, aligning with the restaurant's brand.
- Chose a communication style that aimed to leave a positive impression on users.
Chatbot persona
Chatbot messages
Creating dialogues
Creating dialogues:
- Talking to users, I identified key touchpoints where they could use the chatbot
- I developed scenarios for each key touchpoints for user interaction with the chatbot.
- Created diagrams for each of the planned dialogues.
- Developed dialogues in the Voice Flow program.
- Formulated questions for the chatbot to ask users and provided various response options.
Key touchpoints
Part of scenarios
results
- Higher intent to reuse the chatbot for future orders compared to the classic app (measured via post-test question: “Would you use this interface again?”)
- Completion rate increased from 72% → 91% during chatbot tests (users who started and finished the order flow)
Final result - Part of dialogues
Home
About me
Contacts
CityGrill Express Chatbot
About Project
“CityGrill Express” is a restaurant specializing in American cuisine. The application concept includes a mobile delivery app, through which users can view, choose, and order a variety of dishes along with beverages.
This is a freelance project that was aimed at quick discovery and development of the first version of the mobile application.
- Small business scale, localized in urban areas
- Target audience: young mobile users ordering food
- Conversational UX project with full-cycle chatbot persona + script design
(May 2022 - Jul 2022)
Problem
CityGrill Express wanted to introduce a chatbot to speed up mobile orders during lunch rush. Their current app had too many taps and screens, which frustrated users looking for quick service.
Goal
Design a mobile chatbot experience that:
- Reduces time to place an order
- Supports casual, natural dialogue
- Encourages repeat usage
- Matches the brand voice (casual, fast, friendly)
Domain: Food Delivery
Length: 2 months
Team: Just me
Role: Conversational / Product Designer
Research & Discovery
- Surveyed user preferences: Explored restaurant choices, ordering frequency, cuisine preferences, and suggestions for process enhancement.
- Gathered data via distribution: Utilized social media and user networks for widespread survey collection.
- Persona development: Created a user archetype amalgamating research insights and restaurant website data.
- Customer Journey Map creation: Utilized persona to craft a visual representation of user interactions, emotions, and touch-points for an enhanced ordering experience.
- Informed dialogue design: Survey data refined application's language, dialogues, and functionality alignment.
User persona
User survey
Customer Journey Map
Chatbot Persona and Scripting
Language and Tone Optimization:
- I specified the dialogue language to ensure clarity and consistency.
- Made sure that expressions were clear, specific, and friendly, aligning with the restaurant's brand.
- Chose a communication style that aimed to leave a positive impression on users.
Language and Tone Optimization:
- I specified the dialogue language to ensure clarity and consistency.
- Made sure that expressions were clear, specific, and friendly, aligning with the restaurant's brand.
- Chose a communication style that aimed to leave a positive impression on users.
Chatbot persona
Chatbot messages
Creating dialogues
- Talking to users, I identified key touchpoints where they could use the chatbot
- I developed scenarios for each key touchpoints for user interaction with the chatbot.
- Created diagrams for each of the planned dialogues.
- Developed dialogues in the Voice Flow program.
- Formulated questions for the chatbot to ask users and provided various response options.
Key touchpoints
Part of scenarios
results
- Higher intent to reuse the chatbot for future orders compared to the classic app (measured via post-test question: “Would you use this interface again?”)
- Completion rate increased from 72% → 91% during chatbot tests (users who started and finished the order flow)
Final result - Part of dialogues