UX/UI Case Study: Bakery Mobile App

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Project Overview

Cottage Bakery + Eatery is a local bakery offering pastries, breads, drinks, and dine-in meals. Despite its popularity, the bakery faces operational and customer experience challenges. Customers often struggle to quickly understand the menu, check availability, or place orders efficiently. During peak hours, limited seating and the absence of digital ordering tools lead to long wait times, uncertainty, and frustration.

This project focuses on designing a mobile app that improves menu accessibility, streamlines ordering, and enhances overall customer experience. The goal was to create a user-centered digital solution that reduces wait times, increases transparency, and supports more efficient bakery operations.

Project Information

Project Title

Bakery Menu & Ordergin Mobile App

Type:

UX/UI Design Case Study

Tools:

Figma, Illustrator, Photoshop

Figma Design File:

Learn More +

UX Case Study Details

Problem Statement

Cottage Bakery + Eatery is experiencing operational and customer experience challenges that make it difficult for customers to easily understand the menu, plan their visits, and place orders efficiently. The bakery offers a wide range of products—including pastries, breads, drinks, and full meals—but lacks an accessible digital way for customers to explore this information clearly. As a result, both new and returning visitors struggle to quickly identify available items and make confident ordering decisions.
Due to limited physical space and seating, the bakery often becomes crowded, with many customers relying on takeout. However, the absence of an organized advance ordering system leads to long wait times and uncertainty around order readiness. Popular items frequently sell out, and customers are not informed of stock availability in advance, causing frustration when desired items are unavailable upon arrival.
Additionally, the lack of a structured table reservation process makes it difficult for staff to manage seating efficiently, increasing the likelihood of scheduling errors and extended wait times.
Together, these challenges reduce customer satisfaction, create unnecessary stress for staff, and limit the bakery’s ability to scale its services and meet growing demand.

Possible Solution

A dedicated menu and ordering mobile app can address the key challenges facing Cottage Bakery + Eatery by providing customers with a structured, accessible, and convenient digital experience. The app would present the bakery’s broad menu—including pastries, breads, drinks, and eatery dishes—in a clear and well-organized format that supports user accessibility and easy navigation.
To reduce congestion and improve service flow, the app would allow customers to place advanced takeout orders, select pickup times, and avoid long wait periods inside the bakery. Integrated stock management features would notify users when certain items are sold out, helping set accurate expectations and preventing disappointment.
Additionally, the app could include a reservation management system that enables users to check table availability and reserve seating. This would minimize scheduling errors, prevent customer wait times, and support more efficient staff operations.
By combining menu browsing, pre-ordering, stock updates, and reservation tools into one platform, the mobile app would improve customer satisfaction, streamline workflows, and help the bakery meet increasing demand more effectively.

Target Audience

Families with children
Seniors / retirees
Working professionals / commuters

The Approach

User research for this project followed a quantitative approach, utilizing publicly available demographic and behavioral data. This method was selected due to limited access to direct user input and the scope of a demo project.

The analysis incorporated census data from the ward where the bakery is located, along with insights gathered from customer and visitor reviews on social platforms such as Google Reviews and Facebook.

My Role

Project Timelilne

Design Thinking Process

This project applied a user-centered Design Thinking process to identify and solve operational and customer experience challenges at Cottage Bakery + Eatery. By combining research insights, structured problem definition, ideation, prototyping, and iterative refinement, the final mobile solution improves accessibility, reduces wait times, and enhances the overall ordering and reservation experience.

Emphatize Phase

Qualitative Research

During the empathize phase, I focused on understanding the daily behaviors, frustrations, and expectations of the bakery’s primary customer groups. Since direct user interviews were limited, I analyzed community demographics, customer reviews from Google and Facebook, and recurring patterns in customer feedback.
The research revealed consistent concerns around long wait times, unclear menu descriptions, limited seating, and uncertainty regarding product availability. Special attention was given to accessibility needs, particularly for seniors who experience difficulty reading chalkboard menus, and families who require clear allergen information before ordering.
This phase helped identify emotional pain points behind operational issues, such as stress during peak hours, frustration caused by unavailable items, and anxiety related to seating and reservations.

Interview Questions

To better understand user motivations and challenges, I structured interview-style research questions focused on:

How do customers currently decide what to order?
What causes the most frustration during busy hours?
How important is knowing item availability before arriving?
What information helps families feel confident when ordering?
What accessibility challenges do seniors experience?
How do customers feel about waiting times and seating availability?

These questions helped uncover behavioral patterns and expectations that informed the problem definition and solution direction.

Qualitative Research

User research was conducted using data collected from the official ward report for the North Kildonan community (https://legacy.winnipeg.ca/census/2021/Wards/?utm_source). where the bakery is located. Additionally, approximately 500 customer experience reviews from social media platforms were analyzed. The charts below represent key factors used to define the user persona for the product.

Key Insight Derived

The bakery should consider convenience for families + accessibility for seniors.
The community is generally well-educated and likely comfortable navigating digital tools, supporting the adoption of an organized and modern mobile ordering experience.
Stable, middle-class area with spending capacity.
Majority of residents speak English
The community’s strong base of permanently employed residents indicates stable routines and reliable purchasing power, making convenience and consistent service key expectations for bakery customers.

User Persona

Based on above stated key insights from user research we can define three persona types:

the morning regular
the family treat seeker
the community senior

The Morning Regular

Age

Education

PostSecondary

Status

Single

Occupation

Skilled tradesperson

Persona Priorities

Reliable Quality

Speed

Convenience

User Story

As a busy local resident who often grabs meals on the go, I want to quickly order take-out pastries, lunch, or coffee with minimal waiting time so I can fit the bakery into my fast-paced daily routine.

Background

A local resident in their 20s–40s who often stops by on their way to work or while working from home. Instead of sitting down for a long breakfast, this person mainly values fast take-out options — pastries, breakfast sandwiches, soups, and quick coffee.

Motivations

Convenient grab-and-go meals
Fast, consistent service
High-quality baked goods that fit into a busy routine
Efficient ordering with minimal waiting

Frustations

Menu is only on the blackboard and hard to read or navigate.
Long lines form during rush hours.
Customers experience long wait times.
Staff often make mistakes with orders.
Bakery space is too small for all visitors.
Table reservations frequently fail or don’t work well.

The Morning Regular

Age

Education

PostSecondary

Status

Mother/Married

Occupation

Teacher

Persona Priorities

Kid-friendliness

Healthy, non-allergenic options

Cost-friendly options

Convenience

Community &  Atmosphere

User Story

Background

The Family Treat Seeker is a parent in their 30s or 40s who enjoys taking their children out for small celebrations, weekend treats, or fun family outings. They value places that feel welcoming, safe, and enjoyable for kids. They often visit bakeries to share pastries, try new desserts, or pick up treats to bring home. Convenience matters, but the overall family experience is just as important. They look for friendly staff, kid-approved options, reasonable prices, and enough space for children to sit comfortably. Their visits are usually planned around weekends, school breaks, or special occasions.

Motivations

Create enjoyable family moments
Treat their kids to something special
Find a family-friendly place
Celebrate small milestones
Convenient weekend or after-school outing
Enjoy high-quality, delicious desserts
Share positive experiences with others

Frustations

Long wait times that make children restless or impatient.
Crowded or cramped spaces that are uncomfortable for families.
A hard-to-read menu that makes ordering slow or confusing.
Mistakes in orders, especially when kids expect a specific treat.
Limited seating that makes it difficult for the whole family to sit together.
Unreliable table reservations, causing stress on busy days.
Inconsistent availability of popular desserts their children want.
menu items don’t have clear description of ingredients

The Community Senior

Age

Education

PostSecondary

Status

Retired /  Widowed or Married

Occupation

Clerical Worker

Persona Priorities

Comfort &  Accessibility

Friendly,  patient service

Quiet atmosphere

Clear, readable menu

Affordability

User Story

As a community-oriented senior, I want to easily read the menu, order comfortably, and find a quiet place to sit, so that I can enjoy my visit without stress or physical discomfort

Background

A retired resident in their late 60s or 70s who enjoys visiting the bakery during quieter hours for a light meal, dessert, or coffee. They appreciate a calm, welcoming environment and friendly interactions with staff. Because they experience age-related vision difficulties, they rely on clear, readable menus and accessible spaces to feel comfortable and confident during their visit.

Motivations

A peaceful, familiar place to relax outside the home
Friendly conversations and a sense of community
Light meals and pastries they enjoy regularly
Easy-to-read menus and accessible ordering options
Consistent, dependable service that supports their routine

Frustations

Blackboard-only menus that are hard to read with vision challenges
Crowded or noisy spaces that feel overwhelming
Long wait times that cause physical discomfort
Staff mistakes that lead to confusion or delays
Limited comfortable seating available during quiet hours
Inconsistent reservation or seating processes
Difficulty navigating the space when it’s tight or cluttered

Empathy Map for Morning Regular

Thinks:

“I wish the menu wasn’t only on the blackboard — it’s hard to read fast.”
“It would be great to know what’s available before I get there.”
“If they had clearer options, I could decide quicker.”
“If I wait too long, I’ll be late to work or lose my lunch break.”

Says:

“I wish the menu wasn’t only on the blackboard — it’s hard to read fast.”
“It would be great to know what’s available before I get there.”
“If they had clearer options, I could decide quicker.”
“If I wait too long, I’ll be late to work or lose my lunch break.”

Feels:

“I wish the menu wasn’t only on the blackboard — it’s hard to read fast.”
“It would be great to know what’s available before I get there.”
“If they had clearer options, I could decide quicker.”
“If I wait too long, I’ll be late to work or lose my lunch break.”

Does:

“I wish the menu wasn’t only on the blackboard — it’s hard to read fast.”
“It would be great to know what’s available before I get there.”
“If they had clearer options, I could decide quicker.”
“If I wait too long, I’ll be late to work or lose my lunch break.”

Empathy Map for Family Treat Seeker

Thinks:

“I need to know what’s in these pastries before my kids choose them.”
“Do they have nut-free or healthier options?”
“Let’s check the menu first so the kids don’t get impatient.”
“I hope their favorite treats are available today.”

Says:

“Clear product descriptions help me choose safely and confidently for my children.”
“If I can’t understand the ingredients quickly, ordering becomes stressful.”
“I want the bakery to list allergens, flavors, and portion sizes clearly.”
“A family treat outing should feel easy — not confusing or rushed.”
“If items are out of stock, it would be helpful to know before we get there.”

Does:

Reads the menu carefully, searching for clear descriptions of ingredients.
Checks online or asks staff about allergens and kid-friendly options.
Helps the children choose items based on what’s available and clearly described.
Avoids trying new items if the descriptions are unclear.
Leaves or delays visits if the bakery is crowded or poorly labeled.

Feels:

Confident when product descriptions are clear and easy to understand.
Worried about allergens or ingredients when descriptions are missing or confusing.
Overwhelmed when kids are excited but the menu is unclear or long to read.
Frustrated when favorite items are out of stock or not labeled.
Happy and relaxed when the ordering experience is smooth, clear, and family-friendly.

Empathy Map for Community Senior

“I need a menu that’s easy for me to read.”
“I prefer coming when it’s quiet and not too crowded.”
“A comfortable seat makes all the difference.”
“I appreciate when staff take their time with me.”

Says:

“Blackboard menus are difficult for me to read with my vision.”
“I hope the bakery isn’t too loud or busy — that can feel overwhelming.”
“Clear descriptions help me choose confidently without asking too many questions.”
“I want to feel welcomed, not rushed.”
“It would be nice if the space were easier to navigate during busy times.”

Does:

Visits mostly during quiet, non-rush hours.
Takes extra time to read the menu or asks staff for clarification.
Chooses familiar items because they’re easier to order.
Walks slowly and carefully to avoid bumping into crowded or cluttered areas.
Looks for a comfortable, stable seat before ordering.

Feels:

Calm and comforted when the environment is quiet and welcoming.
Frustrated when the menu is hard to read due to small text or chalkboard glare.
Overwhelmed if the bakery is noisy or crowded.
Anxious when navigating tight spaces or waiting too long.
Appreciated and valued when staff offer patient, friendly service.

UX Persona Journey Map:The Morning Regular

Action	Decides to visit	Arrives at bakery	Places order	Waits for order	Picks up & leaves
TASK LIST	checks time; thinks of usual order; walks to bakery	enters; scans blackboard menu; joins line	states order; confirms customizations; pays quickly	Waits in pickup area; watches prep; checks time	Collects order; checks accuracy; leaves
ADJECTIVE FEELING	hopeful time-awar	Rushed, slightly stressed	Neutral, under pressure	Impatient, anxious	Relieved or annoyed
IMPROVEMENT	Mobile menu for pre-visit decisions	Add clear printed/digital menus near entrance	Support mobile ordering & faster checkout	show wait-time estimates; reduce prep errors	“order ready” alerts; final accuracy check

UX Persona Journey Map:Family Treat Seeker

Action	Plans family treat outing	Arrives with children	Helps kids choose items	Orders & waits	Enjoys treats together
TASK LIST	Checks online menu; confirms kid-friendly options; picks visit time	Enters bakery; reads menu; looks for family seating	Reviews choices with kids; asks about allergens; confirms favorites	Places multi-item order; keeps kids occupied; waits for tray	Picks up order; checks items; sits and share
ADJECTIVE FEELING	Excited, hopeful	Alert, slightly overwhelmed	Cautious, responsible	Stressed if wait is long	Happy, relaxed
IMPROVEMENT	Show stock & kid-friendly filters on digital menu	Clear product descriptions, allergens, & prices	Highlight “kids’ favorites” section on menu	Offer pre-order pickup or family express lane	More comfy family seating & space for strollers

UX Persona Journey Map:The Community Senior

Action	Decides to visit	Enters bakery	Orders food	Finds seating & waits	Eats & leaves
TASK LIST	Chooses quiet time; checks menu if possible; travels to bakery	Enters carefully; looks for menu; scans for available seats	Asks staff to read options; selects familiar item; pays	Navigates to seat; sits comfortably; waits for order	Collects meal; enjoys calm break; leaves at relaxed pace
ADJECTIVE FEELING	Calm, optimistic	Uncertain, slightly overwhelmed	Grateful if supported, frustrated if rushed	Vulnerable, cautious	Comfortable, satisfied
IMPROVEMENT	Large-text, high-contrast online menu	Printed large-type menus at counter	Patient staff training & clear menu boards	Vulnerable, cautious	Offer tray help or light table service