Zenput for Franchisors
A case study that goes through how I led the design of a net new set of capabilities to win the Quick Service Restaurant Enterprise market.
Zenput for Franchisors
A case study that goes through how I led the design of a net new set of capabilities to win the Quick Service Restaurant Enterprise market.
Zenput for Franchisors
A case study that goes through how I led the design of a net new set of capabilities to win the Quick Service Restaurant Enterprise market.
Project
New Feature Set
Role
Lead Designer
Year
2020 - 2021
Context: A call to adventure
When I joined Zenput (now part of Crunchtime), the Reporting offering was almost the same than 8 years ago. No big updates other than offering more canned reports (out of the box, static excels delivered via email).
I was part of the team tasked with revamping our solution for the job to be done of getting the right data delivered to the right people, in a timely manner.
In this case study, you will learn how I took a leadership position and not only designed the end-to-end experience of Zenput Analytics, but also became a key partner and contributor to design the business the model of the offering, advocating for having a north star, leading with outcomes, prototyping to learn, getting signal from customers about willingness to pay, and much more. So keep reading!
Context: A call to adventure
When I joined Zenput (now part of Crunchtime), the Reporting offering was almost the same than 8 years ago. No big updates other than offering more canned reports (out of the box, static excels delivered via email).
I was part of the team tasked with revamping our solution for the job to be done of getting the right data delivered to the right people, in a timely manner.
In this case study, you will learn how I took a leadership position and not only designed the end-to-end experience of Zenput Analytics, but also became a key partner and contributor to design the business the model of the offering, advocating for having a north star, leading with outcomes, prototyping to learn, getting signal from customers about willingness to pay, and much more. So keep reading!
Context: A call to adventure
When I joined Zenput (now part of Crunchtime), the Reporting offering was almost the same than 8 years ago. No big updates other than offering more canned reports (out of the box, static excels delivered via email).
I was part of the team tasked with revamping our solution for the job to be done of getting the right data delivered to the right people, in a timely manner.
In this case study, you will learn how I took a leadership position and not only designed the end-to-end experience of Zenput Analytics, but also became a key partner and contributor to design the business the model of the offering, advocating for having a north star, leading with outcomes, prototyping to learn, getting signal from customers about willingness to pay, and much more. So keep reading!
A call to adventure: joining the team
I joined Zenput in October 2020, and, in a matter of weeks, I was already contributing to making design decisions about the different franchisor experiences we would deliver.
We were moving fast to get a positive time to market, but I feel highly supported by my peers while navigating the nuances of the industry, the product, and the tech stack.
One of the best decisions I made was to map a Narrative Object Model, that allowed me to validate the different relationships between Zenput objects, such as forms, tasks, projects, triggers, to better anticipate the downstream effects our design decisions could make on the product, from a systems thinking standpoint.
A call to adventure: joining the team
I joined Zenput in October 2020, and, in a matter of weeks, I was already contributing to making design decisions about the different franchisor experiences we would deliver.
We were moving fast to get a positive time to market, but I feel highly supported by my peers while navigating the nuances of the industry, the product, and the tech stack.
One of the best decisions I made was to map a Narrative Object Model, that allowed me to validate the different relationships between Zenput objects, such as forms, tasks, projects, triggers, to better anticipate the downstream effects our design decisions could make on the product, from a systems thinking standpoint.
A call to adventure: joining the team
I joined Zenput in October 2020, and, in a matter of weeks, I was already contributing to making design decisions about the different franchisor experiences we would deliver.
We were moving fast to get a positive time to market, but I feel highly supported by my peers while navigating the nuances of the industry, the product, and the tech stack.
One of the best decisions I made was to map a Narrative Object Model, that allowed me to validate the different relationships between Zenput objects, such as forms, tasks, projects, triggers, to better anticipate the downstream effects our design decisions could make on the product, from a systems thinking standpoint.
Crossing the threshold: defining
design practices
At Zenput we encourage our collaboration model called "three amigos", being product, design, and engineering. I advocated for having design critiques with special guests to provide constructive feedback throughout the development cycle. A concept we tapped into was "Creative Selection" by Ken Kocienda (former Principal Software Engineer at Apple), that outlines multiple iterations through demos, until reaching a shippable product.
Below is an example of slides I would use to facilitate crit sessions.
Crossing the threshold: defining
design practices
At Zenput we encourage our collaboration model called "three amigos", being product, design, and engineering. I advocated for having design critiques with special guests to provide constructive feedback throughout the development cycle. A concept we tapped into was "Creative Selection" by Ken Kocienda (former Principal Software Engineer at Apple), that outlines multiple iterations through demos, until reaching a shippable product.
Below is an example of slides I would use to facilitate crit sessions.
Crossing the threshold: defining
design practices
At Zenput we encourage our collaboration model called "three amigos", being product, design, and engineering. I advocated for having design critiques with special guests to provide constructive feedback throughout the development cycle. A concept we tapped into was "Creative Selection" by Ken Kocienda (former Principal Software Engineer at Apple), that outlines multiple iterations through demos, until reaching a shippable product.
Below is an example of slides I would use to facilitate crit sessions.
The Ordeal: overcoming challenges
One of the main challenges this set of features entailed was: how can we define the way data would flow between franchisors (managing companies) and franchisees (reporting companies)? Considering that some franchisors might not want to have visibility of submissions (images) from their franchisees, as it might lead to liability issues, but others might want that, as they would need that information for coaching.
In addition to these challenges, our team had to define the interaction design to allow process authors (the people who decide how work should be done, and which locations should perform such tasks) will assign work through "attributes", which are the characteristics of a location: layout, ingredients, operating hours, equipment.
Below is an example of one of the solutions I designed to allow process authors to decide which question fields would apply, depending on the "attributes" of a location
The Ordeal: overcoming challenges
One of the main challenges this set of features entailed was: how can we define the way data would flow between franchisors (managing companies) and franchisees (reporting companies)? Considering that some franchisors might not want to have visibility of submissions (images) from their franchisees, as it might lead to liability issues, but others might want that, as they would need that information for coaching.
In addition to these challenges, our team had to define the interaction design to allow process authors (the people who decide how work should be done, and which locations should perform such tasks) will assign work through "attributes", which are the characteristics of a location: layout, ingredients, operating hours, equipment.
Below is an example of one of the solutions I designed to allow process authors to decide which question fields would apply, depending on the "attributes" of a location
The Ordeal: overcoming challenges
One of the main challenges this set of features entailed was: how can we define the way data would flow between franchisors (managing companies) and franchisees (reporting companies)? Considering that some franchisors might not want to have visibility of submissions (images) from their franchisees, as it might lead to liability issues, but others might want that, as they would need that information for coaching.
In addition to these challenges, our team had to define the interaction design to allow process authors (the people who decide how work should be done, and which locations should perform such tasks) will assign work through "attributes", which are the characteristics of a location: layout, ingredients, operating hours, equipment.
Below is an example of one of the solutions I designed to allow process authors to decide which question fields would apply, depending on the "attributes" of a location
Thinking in Systems
There were 4 main franchisor features:
• Dynamic forms: questions being shown or hidden depending on attributes
• Projects: ability to assign work to every brand location, or only the ones owned by franchisors
• Announcements: sending messages to every brand location, or only the ones owned by franchisors
• Reports: sending data to every brand location, or only company-owned
To avoid our process authors to be relearning the app every time, we came up with a series of components and patterns for users to perform these tasks. I ended up documenting the components to come up with a Design system after the project, and normalize behaviors across Zenput touchpoints.
Below is an example of how I would document shared components, which later were documented on Storybook
Thinking in Systems
There were 4 main franchisor features:
• Dynamic forms: questions being shown or hidden depending on attributes
• Projects: ability to assign work to every brand location, or only the ones owned by franchisors
• Announcements: sending messages to every brand location, or only the ones owned by franchisors
• Reports: sending data to every brand location, or only company-owned
To avoid our process authors to be relearning the app every time, we came up with a series of components and patterns for users to perform these tasks. I ended up documenting the components to come up with a Design system after the project, and normalize behaviors across Zenput touchpoints.
Below is an example of how I would document shared components, which later were documented on Storybook
Thinking in Systems
There were 4 main franchisor features:
• Dynamic forms: questions being shown or hidden depending on attributes
• Projects: ability to assign work to every brand location, or only the ones owned by franchisors
• Announcements: sending messages to every brand location, or only the ones owned by franchisors
• Reports: sending data to every brand location, or only company-owned
To avoid our process authors to be relearning the app every time, we came up with a series of components and patterns for users to perform these tasks. I ended up documenting the components to come up with a Design system after the project, and normalize behaviors across Zenput touchpoints.
Below is an example of how I would document shared components, which later were documented on Storybook
Outcomes
After shipping our set of features, we were able to land several deals with Franchisor companies, such as rbi (owners of Burger King, Tim Hortons, Popeyes), which made our number of tasks generated every day to skyrocket.
Outcomes
After shipping our set of features, we were able to land several deals with Franchisor companies, such as rbi (owners of Burger King, Tim Hortons, Popeyes), which made our number of tasks generated every day to skyrocket.
Outcomes
After shipping our set of features, we were able to land several deals with Franchisor companies, such as rbi (owners of Burger King, Tim Hortons, Popeyes), which made our number of tasks generated every day to skyrocket.
