Losgatos
task
Increase order completion
problems
Significant drop-offs
Tools
Figma, Figjam, Maze
achievements
Lower drop-off rate at the first interaction
Increased order completion
Faster path to checkout
Improved perceived ease and satisfaction
project overview
Los Gatos Café was losing users at the beginning of the ordering journey. Users were asked to make too many decisions before reaching the menu, while unclear navigation and categorization added unnecessary cognitive load.
The goal was to shorten the path to checkout by simplifying entry, restructuring information architecture, and making progress easier to understand.
defining Problem
In order to fix business problem which was : high drop-off rate at the beginning of the ordering flow, we started to study users and understanding their problems
design objective
UX objective
Reduce friction at the first interaction by:
Simplifying the ordering flow
Reducing decision-making moments
Making progress visible and reversible
Business objective
Increase completed orders by easing the path to checkout
Improve customer satisfaction through clarity and speed
Research Insights
Clear, fast flows convert better than clever ones.
the solution
1. simplified entry point
Repositioned pickup/delivery and location selection to reduce early friction
Delayed non-critical decisions until users were already engaged
2. Clear & Logical Information Architecture
Redesigned the sitemap to reflect real user mental models
Removed duplicate pages with overlapping functionality
Introduced clear menu categories: Appetizers, Kids Menu, Main Dishes
3. Reduced Cognitive Load During Ordering
Enabled inline customization (sides, toppings, cooking style)
Reduced unnecessary steps and repetitive confirmations
Optimized decision clusters so users make fewer, clearer choices at once
4. Cart as a Persistent Sidebar
Allowed users to:
Review items anytime
Adjust quantities without restarting
Maintain flow visibility toward checkout
This shift transformed the cart from a “final step” into a confidence-building tool.
design & iteration
Built a new sitemap to visualize structure and relationships
Designed and prototyped flows in Figma
Conducted usability testing and iterated repeatedly to ensure clarity, speed, and error recovery
Each iteration focused on one question:
“Can the user reach checkout with fewer decisions and less effort?”
Landing page
final product
original version
Menu
final product
original version
Sidebar Cart
final product
original version
Outcome
Reduced friction at the first interaction
>Users could reach the menu without making unnecessary decisions.
Shortened the path to checkout
>The redesigned flow removed redundant steps and clarified progression.
Made ordering easier to recover from
>The persistent cart allowed users to review and edit without losing context.
74% of participants completed the ordering task successfully
Learnings & Reflection
Simplification is a design decision, not a lack of features.
Transactional experiences need to prioritize momentum over information.
Testing early prevents teams from optimizing the wrong problem.