Research Outline

Problems Ordering Food, Drinks/Reserving Tables


To understand problems faced by clients ordering food/drinks or reserving tables for clubs, restaurants and bars over the phone and on websites (complaints and negative feedback) in order to build and develop a solution that helps clients order food/drinks and reserve tables over the phone or on websites.

Early Findings

Our background research on problems faced by clients when ordering food/drinks or reserving tables by phone or on websites revealed insights. Here are some key pieces of information we found:

Problems When Ordering Food/Drinks by Phone/Website:


  • Some of the biggest problems clients face when ordering food/drinks online are: a confusing or complicated menu, having to wait for longer periods of time for their order to be processed, and difficulties with website accessibility.
  • "A menu that doesn’t allow customers to easily modify or add to their selection can be irritating for them."
  • An online order has to pass through more phases like a point-of-sale program. The more clients have to wait, the less likely it will be that they will return to a website.
  • Websites that are not smartphone friendly or cannot handle high traffic like bulk orders is a frustrating accessibility inconvenience for clients.

Problems Reserving Tables by Phone/Website: