UrbanPiper POS Redesign
Redesigned the POS platform used by 32,000+ restaurants across 4+ countries. CSAT improved ~17.4%. Onboarding time dropped ~30%. Design system adopted by 5 product teams.
The Problem
UrbanPiper's POS and restaurant management dashboard was the daily operating system for tens of thousands of restaurant operators — processing $500M+ in GMV. But the interface hadn't kept pace with the product's growth. Restaurant staff with limited tech literacy struggled with complex workflows. Onboarding took too long. Operators needed speed and clarity above all else.
What I Did
Deep User Research
Ran stakeholder interviews and analyzed usage data to map the biggest friction points. Then went where the users were — on-site usability testing at merchant locations, watching real operators use the product under lunch-rush pressure.
Iterative Prototyping
Started with low-fidelity wireframes validated through user feedback. Progressively refined to high-fidelity responsive designs tested across desktop, tablet, and the specific POS hardware merchants actually use.
Before & After
The Redesign in Action
Scalable Design System
Built a comprehensive design system from scratch — design tokens, atomic components, spacing scales, accessibility-compliant color palette. Documented it so thoroughly that 5 different product teams adopted it for consistent shipping across the platform.
Phased Rollout
Worked closely with engineering to plan a phased release — migrating merchants gradually while monitoring CSAT, support tickets, and task completion rates at every stage.
Results
- CSAT improved ~17.4% post-release — the biggest UX-driven improvement in the product's history
- Onboarding time reduced ~30% — new merchants got productive faster
- Design system adopted across 5 product teams — creating consistency across the entire UrbanPiper platform
- Shipped to 32,000+ restaurants across 4+ countries