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A commercial gap closed without shipping a worse screen. Competitors had Google Reviews and we did not. I designed the guest-facing solution, and flagged that adding it inline would break a confirmation screen that already had no clear hierarchy.
Built once, live in 4 products. The component was modular from the start, so Pay at Table, Open Check and the mobile app gained it with no additional design work.
Configuration for operators running many locations. I took on channel-level setup after a colleague left, and designed the status and error handling so a failed Place ID cannot go live unnoticed.
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A missing feature that kept costing sales
Online Ordering had no Google Reviews, and competitors did. It kept coming up in sales conversations, so it became a roadmap priority and I was assigned the guest-facing solution.
The scope looked small, a prompt after checkout and a switch for operators. It led me to UX debt that stood in the way of shipping it well.
Initial Confirmation Screen in Online Ordering
Guest-facing design, then channel-level configuration
Initially I had full ownership of designing the guest-facing experience. When the initiative started, I was working alongside a colleague who owned the store-level operator dashboard. Later, when we realised the channel-level configuration was equally crucial to the feature, I was assigned to tackle this myself.
Exploring ideas with AI
There were tons of ideas. I considered a drawer over the confirmation screen, an inline section inside it, a pop-up modal and many more. Interestingly enough, while benchmarking competitors, we came upon a very specific flow that would show the link to Google reviews only after the user gives a positive star rating inside the portal. As this was the solution we were losing prospects to, we asked ourselves, should we do it too?
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This was clearly a dark UX pattern and furthermore, a compliance issue. Filtering for happy customers before you show them the review link is review gating and Google prohibits it. That ruled out this and a few more similar concepts.
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I used Figma Make to generate 70+ variants. Most were weak or repeated each other, but at that volume the distinct families of solution stand out. About 4 were worth considering.
Initial AI-generated concepts
The drawer looked strongest. It is completely separate from the confirmation screen, making it possible to cover other platforms, like Pay at Table, Open Check and the mobile app, without a redesign for each. I took it further and generated possible drawer solutions with the configuration options and component states, making it easier for the dashboard designer and the product team to understand.