Project Overview
At Presto AI, a pioneer in restaurant drive-through technology, I led initiatives to transform fragmented operational systems into a unified platform. The company's rapid growth had created a patchwork of disjointed tools and manual processes, resulting in inefficient workflows for internal teams and ultimately affecting customer experience. My mission was to create a cohesive, centralized dashboard that would enhance operational efficiency and improve AI performance.
My Role: Lead UX Designer
Timeline: 1 month
Cross-functional Teams: Engineering, Customer Supports, Cloud Operations, Voice Operations , Account Managers
Business Impact
This project was designed to drive business impact in two perspectives- Operational efficiency and ROI.
Operational Efficiency
Consolidated 4 Tools into 1 Unified Dashboard
The centralized dashboard eliminated the need for operational teams to navigate between multiple platforms or manually run diagnostic tools.
Increase Customer's ROI
Delivered Measurable Business Value
The solution not only improved internal workflows but delivered tangible business value to franchise group owners.
Discover Existing Business Challenges
Our early investigation revealed that troubleshooting store issues required internal teams to manually execute bash command scripts via Slack—an unintuitive process that often produced delayed and unscalable results. This approach was creating friction at critical customer touchpoints.
Initial 0→1 Design Concept: Baseline Automation
The initial design focused on eliminating manual Slack commands by creating automatic hardware/software status monitoring for franchise stores. This allowed teams to identify real-time issues requiring immediate attention.
Subsequent Design Iterations Based on Key Data-Driven Insights
Constraints
Working in a resource-constrained startup environment while managing dual product design and product management responsibilities required careful strategic navigation. Key constraints included:
Resource & Role Constraints:
Limited engineering bandwidth for feature development
Wearing multiple hats as both designer and product strategist
Tight timeline pressures with competing product priorities
Technical debt or legacy system limitations
Data availability or quality issues
Stakeholder alignment challenges across different departments
Strategic Approach: To address these constraints, I focused on maximizing impact through strategic prioritization:
Developed a comprehensive "North Star" vision to align stakeholders
Conducted cross-functional discovery to understand diverse user needs
Broke complex requirements into phased, iterative releases
Identified high-impact features that delivered immediate value
Balanced short-term wins with long-term product scalability
Results & Impact
The centralized operations dashboard transformed Presto AI's internal capabilities and delivered measurable business value.
Operational Improvements:
Reduced troubleshooting time across support teams
Improved first-contact resolution rate for customer issues
Enhanced data visibility across all restaurant locations
Enabled proactive issue identification before customer complaints
Business Impact:
Account managers reported significant improvement in workflow efficiency
Streamlined decision-making with comprehensive, data-driven insights
Accelerated technical issue resolution through unified diagnostics
Increased satisfaction among restaurant and franchise owners through better service delivery