Hey You - Venue Manager Redesign
Head of UX & Design, 2019
Hey You app, Sydney NSW
Hey You
Venue Manager Redesign
Head of UX & Design, 2019
Hey You app, Sydney NSW
I.
Overview
Hey You, a Sydney-based startup, relied on me as their first Head of UX to overhaul their digital product. Among my initiatives was a transformative redesign of their Venue Manager app, a tool used by venue partners to handle orders in real-time. The challenge? Simplify a complex, rules-based operational workflow and improve user satisfaction.
Final Solution
Through a user-centred approach, I delivered a streamlined operational tool with intuitive workflows, reducing errors and improving efficiency. This empowered venue managers to manage orders faster, ultimately increasing partner retention.
II.
Key Metrics of Success
+30%
Faster Order Processing
Reduced average time for venues to process orders by simplifying task workflows.
+22%
Increase in User Satisfaction
NPS scores rose following usability improvements in the Venue Manager app.
Reduction in Errors
Enhanced logic-driven prompts minimised mistakes during peak times.
III.
What I did
1. The Problem
Venue owners were grappling with inefficient workflows due to fragmented processes and overly complex logic in the previous version of the Venue Manager app (e.g., prioritising orders under specific conditions).
This not only slowed operations but also led to errors, impacting customer experience and venue satisfaction.
2. The process
Key Decisions That Shaped the Solution
01
Research-Driven Insights
Conducted field studies and interviews with venue managers to understand operational pain points and map their workflows.
02
Logic-Driven Simplification
Designed conditional workflows that used clear visual prompts (e.g., if/then states for urgent tasks) to guide users step by step.
03
Iterative Testing & Refinement
Conducted usability testing across multiple venues, using insights to refine workflows and improve the user interface.
3. The Solution
Customer & Venue Staff flows
‘Accepting orders’ flow
01
Current flow
Choose time
Accept order
02
Better Flow
Accept order
Choose time
03
Ideal Flow
Accept order while choosing time
First concepts
Wireframes
Hifi Prototype
Usability testing
See my other Hey You case studies to see more about a particular feature:
See my other Hey You case studies to see more about a particular feature:
IV.
Key Learnings
This project reinforced the importance of user empathy when designing operational tools. Venues staff often work in high-stress environments, so workflows must be not only efficient but also intuitive under pressure.
01
Complex workflows require progressive disclosure
Present only the most relevant information upfront to reduce cognitive overload.
02
Data & qualitative insights must align
Quantitative metrics revealed usage bottlenecks, but qualitative feedback uncovered emotional friction points.
03
Operational tools must balance simplicity with control
Automation and smart defaults can help, but users should feel in control of their decisions.
VI.
Key Takeaways
The Venue Manager redesign demonstrates my ability to lead transformational design projects at scale. By grounding solutions in user research and collaborating across teams, I was able to deliver measurable outcomes that improved both user satisfaction and operational efficiency.
If your organisation needs a UX Leader who can drive innovation, improve workflows, and deliver user-centred solutions, let’s connect.
― CLIENTS
✱ HEY YOU ✱ IKEA ✱ BLACK DOG ✱ SANITARIUM
✱ HEY YOU ✱ IKEA ✱ BLACK DOG ✱ SANITARIUM
✱ HEY YOU ✱ IKEA ✱ BLACK DOG ✱ SANITARIUM
✱ CHANEL ✱ ASTON MARTIN ✱ CARTIER ✱ VERSACE
✱ CHANEL ✱ ASTON MARTIN ✱ CARTIER ✱ VERSACE
✱ CHANEL ✱ ASTON MARTIN ✱ CARTIER ✱ VERSACE
✱ CALLEIJA ✱ EVIAN ✱ OLYMPUS
✱ CALLEIJA ✱ EVIAN ✱ OLYMPUS
✱ CALLEIJA ✱ EVIAN ✱ OLYMPUS
Available for Work
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Available for Work
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Looking to drive impactful UX transformations?