Context
SkipTheDishes is a Canadian food-delivery startup that, at the time I joined, was transitioning from an establishing local mid-market operation into a rapidly scaling national service. They were expanding into new cities, onboarding restaurants at high speed, and trying to turn a chaotic mix of spreadsheets, emails, and legacy tools into a cohesive delivery platform.
The company needed UX support because:
- Core workflows for couriers, restaurants, and customers were inconsistent or undefined
- Internal tools were functional but fragmented
- Visual design patterns didn’t exist yet
- Product teams needed structure, process, and a clearer understanding of user behaviour
The Core Problem
- Rapid expansion exposed major UX gaps across courier, restaurant, and customer touch points.
- Critical workflows were inconsistent or undefined, tools were fragmented, and teams lacked shared patterns, making it hard to scale operations reliably.
- Couriers struggled to complete tasks confidently, restaurants made errors during onboarding, and customers found tracking inconsistent.
- Operational inefficiencies translated to high support volume, slower market expansion, and significant cost overhead during growth.
My Role
UX Designer in “multi-hat mode”: research, interaction design, UI, prototyping, front-end development, and building early design standards across courier, restaurant, and customer-facing tools.
What I Improved
Courier Workflow Overhaul
Couriers struggled with unintuitive routing, unclear task sequencing, and a lack of real-time feedback.
Mapping and Fixing the Courier Workflow
Outcome
- Shadowed couriers on real deliveries
- Mapped end-to-end task flows
- Re-designed job acceptance, routing, and pickup/drop-off states
- Prototyped a simplified delivery-status system
- Higher courier efficiency, fewer support calls, more reliable logistics at scale.
- Courier to restaurant arrival times became more accurate
Restaurant Tools — Onboarding & Order Management
Restaurants used fragmented dashboards that caused slow onboarding and constant errors.
Mapping and Fixing the Courier Workflow
Outcome
- Consolidated workflows into a single restaurant portal
- Designed new onboarding flows, menus, and dashboards
- Improved menu-editing tools to reduce support involvement
- Introduced patterns that later grew into Skip’s design system
- Faster onboarding, fewer menu-related tickets, more consistent tools across cities.
Customer Experience Improvements
Customer journeys felt disconnected as the platform expanded.
Mapping and Fixing the Courier Workflow
- Audited customer flows end-to-end
- Improved order tracking to reflect real-world delivery states
- Unified behaviour across mobile and web
- Collaborated closely with brand + engineering to unify interaction patterns, align routing language, and ensure real-world delivery states matched the UI.
Outcome
- A clearer, more trustworthy customer flow that reduced uncertainty during order tracking.
- Saw customer servince inbound decline
Establishing UX Foundations
Every team was improvising UI—creating a messy mix of buttons, layouts, and patterns.
Mapping and Fixing the Courier Workflow
Outcome
- Created early UI components + spacing/color/typography rules
- Documented patterns for engineers and PMs
- Embedded with multiple teams to model UX process and collaboration
- A shared language for product development and the groundwork for the future design system.
Impact
My work helped transform Skip from a fragmented set of tools into a stable, scalable national platform. By improving courier and restaurant workflows, aligning customer experience, and laying early design foundations, I contributed to the company’s ability to grow rapidly and operate consistently across Canada.