Mom’s Bakery

Project Overview

Digitising heritage workflows with phased automation & bot-driven efficiency.

Project Duration

Q2 2020 – Q3 2020

14-week agile rollout

Team Size

Cross-functional 3

UX, Dev, Ops

My Role

UX Designer & Strategist

Research, IA, Prototyping

Problem Identification

The Challenge

User Pain Points

•Disconnected business & IT processes
•Error-prone manual dispatching
•No real-time operational insights

Business Impact

Delayed orders, higher costs & lost customer trust.

42%

orders delayed pre-automation

3×

Manual touchpoints

18 min

Avg dispatch lag

Solution Highlights

Three-level roadmap: digital interface, BPM alignment & bot automation, delivering unified dashboards and cost savings.

Level 1 – Mobile order interface
Level 2 – Process-driven BPM model
Level 3 – Unattended dispatch bots

Animated Mockup

Our Approach

Level 1 – Interface

Enable digital presence & mobile reach

Level 2 – Process

Align process & IT with BPM modelling

Level 3 – Bots

Deploy bots to scale & reduce cost

Competitive Analysis

Mapping bakery POS & ERP vendors to benchmark features & UX.

Competitor A

Overall Score65%

Features 6/10

UX Quality 5/10

Competitor B

Overall Score70%

Features 7/10

UX Quality 6/10

Our Solution

Overall Score88%

Features 9/10

UX Quality 8/10

User Research

Understanding Our Users

Empathy Map

Says

I need real-time order status
Dashboard must be easy
I dislike switching apps
Faster dispatch process

Thinks

Are tasks delayed?
How to improve flow?
Will bots help me?
Orders optimised?

Does

Manages daily ops
Checks dashboards
Handles dispatch
Escalates issues

Feels

Frustrated by delay
Hopeful for change
Overwhelmed rush
Needs balance

Primary Personas

Ritika Shah – 34

Order Manager

Goal: Streamline dispatch & reduce errors

Pain: Manual steps cause delays

Sanjay Kumar – 41

Delivery Lead

Goal: Ensure timely deliveries

Pain: No live route tracking

Meera Patel – 28

Customer

Goal: Simple reliable ordering

Pain: Confusing confirmation UI

Key Design Decisions

Three-level UX roadmap

Interface → BPM → Bots, easing adoption.

Unified dashboards

Cross-role insights reduce silo issues.

Bot audit logs

Transparency builds stakeholder trust.

Mobile-first design

Field staff access on low-end devices.

Key Takeaways & Next Steps

What I Learned

➔Legacy change needs phased rollout
➔Empathy maps guide features
➔Bot UX must show ROI early
➔Cross-role UX boosts adoption

Future Opportunities

➜Expand bots to inventory checks
➜AI insights for audit logs
➜Role-specific dashboards
➜Customer order-tracking view

MrTeja