← All work Earlier work
Just Eat Takeaway · 2020

Trust designed.

A neglected after-order moment turned strategic: fewer tickets, faster resolution, and two designers promoted out of it.

After Order food tracker
Role
Product Design Lead, After Order
Team
3 designers + UX writer, researcher, POs
Duration
9 months
Worked with
Customer support, logistics
  • −18%
    Order-inquiry tickets
  • 120→9
    Minutes average resolution time
  • €?
    TBD · what did that save per year?
01 — Context & my role

Three years untouched. No owner, no vision.

The after-order phase had no owner and no vision, and a team that didn't exist yet. I formed it and aligned support and logistics before we drew a frame.

02 — The call

Lead with a vision, not a backlog.

I designed the future state before negotiating trade-offs, which turned scope fights into sequencing conversations. TBD · why this moment over the rest of the backlog?

Phased journey screens
Fig. 1 — Phased journey, cancel-for-control, proactive delay notices
03 — What it taught me

Cross-functional early beats cross-functional late.

And the work created room to promote two designers: the space went from neglected to strategic, and the people in it grew with it.

Next case
Department agentified →
Randstad Global · May 2026 – now · in progress