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Restaurant Mobile Ordering Experience a Case Study

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Breaking the Digital Drive-Thru Barriers That Cost Restaurants Repeat Orders

See how our comprehensive research into mobile and web ordering experiences revealed critical insights about guest behaviors, preferences, and pain points that can help optimize digital touchpoints, enhance conversion rates, and build stronger customer loyalty for restaurant brands.

In this case study, URI discovered:

  • Inaccurate location detection forces guests to switch restaurants mid-order, often losing their cart contents.
  • Despite higher costs, guests choose delivery services due to subscription benefits and better interfaces.
  • Inability to modify meals properly forces guests to call in orders instead of completing digital purchases.
  • Offers and loyalty programs go unnoticed due to poor visibility, while third-party apps prominently feature deals.
ordering food through mobile app

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