UrbanPiper Restaurant Platform Redesign

Akash Azad

Redesigning UrbanPiper’s restaurant SaaS platform to be more intuitive, efficient, and brand-aligned led to a measurable jump of ~17.4% in customer satisfaction and improved adoption across 4+ countries.

Project overview
Objective: Overhaul UrbanPiper’s restaurant platform UX to make online ordering, in-store operations, and table management seamless for both staff and guests while reflecting the brand’s visual and verbal identity.

Impact: Lead redesign of core POS and SaaS tools used by restaurants in multiple regions, resulting in higher CSAT, smoother daily operations, and increased usability for new and existing merchants.

Role and responsibilities
Led cross-functional team of designers, developers, and product managers from discovery to launch, owning UX strategy and execution.

Conducted stakeholder interviews, on-site merchant visits, and usability tests to uncover pain points in order flows, menu configuration, inventory, and table management.

Process
Research and analysis: Mapped current journeys, audited analytics and support tickets, and benchmarked competitor products to identify friction in onboarding, ordering, and day-to-day operations.

Concept to UI: Translated insights into task-focused flows, low-fidelity wireframes, and high-fidelity responsive UI aligned with UrbanPiper’s brand guidelines, then validated through iterative testing with merchants.

Delivery and iteration: Shipped the redesigned experience in phases, partnered with product and CX for training and rollout, and continuously refined based on post-launch metrics and feedback.

Key experience improvements
Simplified order management with clearer hierarchy, statuses, and bulk actions, reducing cognitive load during peak hours.

More transparent menu and inventory controls, helping staff avoid out-of-stock scenarios and sync changes faster across channels.

Cleaner, consistent interface language and visuals that make the platform easier to learn for new staff while reinforcing brand trust.

Results
~17.4% increase in CSAT after launch, with merchants reporting better clarity, fewer errors, and faster task completion in daily operations.

Improved adoption and retention for UrbanPiper’s restaurant tools across more than 4 countries, supported by positive qualitative feedback from merchant partners and internal teams.