Basket & upsell
Order in progress
Additional tip
Post-payment review
Order & Pay covered ordering, payments and tipping for Dojo's hospitality merchants. I looked after multiple squads, responsible for reducing hospitality revenue leakage.
Once a guest had paid, the experience just stopped.
Restaurants were short-staffed, so nobody had time to ask for reviews or tips. We needed to grow revenue without slowing things down for staff in the middle of a busy service.
We launched Order & Pay and QR payments, designing each screen from menu selection through to receipt. We also built the fundamentals of menu management within our restaurant management system.
We ran lots of quick experiments on review prompts, tipping and upsells, then rolled out whatever worked.
We took it live across our customers and 6+ integration partners, iterating based on their feedback.
Within six months, merchant tips were up 140% and review conversion was up 115%. Across the squads, net revenue grew 163% year on year.