Building clarity and trust in order tracking
I led the redesign of Grubhub’s order tracking experience, creating a strategic, data-informed framework to rebuild customer trust and reduce support contacts, with the potential to save over $1.5 million annually. This work is currently in progress.
Providing optionality for out-of-stock items
I created a new flow that allowed customers to choose substitution preferences for convenience and grocery store items in case they’re out of stock, reducing order cancellations by 50% within 6 months.
