Product Experiment & UX Strategy · Case Study
Designed and built a mobile Click & Collect experience for a physical retail store to reduce in-store wait times and capture demand from nearby office workers — and what the experiment revealed about digital adoption in physical retail.
Designed and built a Click & Collect mobile experience for a physical retail store to reduce in-store wait times and capture demand from nearby office workers.
The store relied entirely on in-person ordering in a high-traffic office area, leading to long wait times during peak hours and no option for customers to pre-order.
This created friction, reduced convenience and limited the store's ability to efficiently capture demand.
Designed and developed a mobile Click & Collect experience using GoodBarber, enabling customers to pre-order and skip queues entirely.
The solution focused on reducing steps in the ordering process and improving speed during peak times to maximise convenience.
The app was designed to feel fast and intuitive — customers could browse the menu, place an order, and collect it without waiting in line.
While the solution addressed a real operational challenge, adoption remained low. The experiment surfaced important insights about the gap between building a digital product and driving real-world behaviour change.
Low awareness of the app among customers
Behavioural resistance to changing ordering habits
Lack of strong incentives to drive adoption
Physical proximity reduced urgency for pre-ordering
Building a digital solution is not enough — successful adoption requires strong distribution, behavioural incentives and clear value communication.
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