Service design / playful food discovery
2026
Manual case study
Meal Date
Meal Date reframes restaurant discovery as a social map game, where nearby places unlock through movement, tasks, and community signals.
My Contribution
Role
Team
Duration
Research & Strategy & UI Design
& Service Blueprint
UX & Service Designer
6 weeks
1 Service Designer + 1 Product Designer
+ 2 Fashion Designer
Questionnaire
Interviews
Competitive Analysis
Service Blueprint
UI Prototyping
Methods
Problem Statement
Food delivery platforms optimise speed and efficiency, but often overlook the emotional experience of couriers. Delays caused by restaurants, traffic, or system limitations frequently lead to customer complaints, while responsibility is disproportionately placed on riders.
How might we redesign the delivery experience to make waiting more transparent and reduce unnecessary pressure on couriers?
Research
Interviews
Understand riders' daily experiences and frustrations.
Questionnaire
Collect quantitative evidence from delivery workers.
System Mapping
Map interactions between riders, restaurants and customers.
Competitive Review
Analyse existing delivery platforms and waiting mechanisms.
Combining qualitative and quantitative research revealed that waiting is experienced as emotional uncertainty rather than simply lost time
Selected Key Questions
Finding 01
Ratings create hidden pressure
Couriers often accept difficult orders because they fear lower ratings and fewer future opportunities, even when delays are beyond their control.
Finding 02
Delays are often outside riders' control
Restaurant preparation and platform coordination are major sources of delay, yet riders remain the primary target of customer complaints.
Finding 03
Waiting lacks transparency
The delivery process provides little visibility into what happens during waiting, increasing uncertainty for both riders and customers.
Protect riders from unfair accountability
Make the cause of delays visible before ratings are given.
Finding 01
Increase transparency across the delivery process
Reveal where delays occur and who is responsible.
Transform waiting into meaningful engagement
Reduce passive waiting through interaction and community participation.
Service Blueprint Map
A COMMUNITY BASED DELIVERY APP
Vision
Create a delivery experience that builds transparency, strengthens local communities, and recognises the people behind every order.
Focus
Empower riders
Support local businesses
Encourage community engagement
E-Receipt sysrem
A proof-of-delay system that records waiting time when riders arrive before orders are ready, making delays transparent and supporting fairer accountability.
