# CityGrill Express Chatbot

By Semyon Kuznetsov · Web version: https://semyonkuznetsov.com/projects/citygrill-chatbot.html

"CityGrill Express" is a restaurant specializing in American cuisine. The
application concept includes a mobile delivery app, through which users can
view, choose, and order a variety of dishes along with beverages. The project
was aimed at quick discovery and development of the first version of the mobile
application.

1. Small business scale, localized in urban areas
2. Target audience: young mobile users ordering food
3. Conversational UX project with full-cycle chatbot persona + script design

| | |
| --- | --- |
| Domain | Food Delivery |
| Role | Conversational / Product Designer |
| Timeline | May 2022 — Jul 2022 |

## Problem

CityGrill Express wanted to introduce a chatbot to speed up mobile orders during
lunch rush. Their current app had too many taps and screens, which frustrated
users looking for quick service.

## Goal

Design a mobile chatbot experience that:

- Reduces time to place an order
- Supports casual, natural dialogue
- Encourages repeat usage
- Matches the brand voice (casual, fast, friendly)

## Research & Discovery

- **Surveyed user preferences:** Explored restaurant choices, ordering frequency, cuisine preferences, and suggestions for process enhancement.
- **Gathered data via distribution:** Used social media and personal networks to reach a wide pool of survey respondents.
- **Persona development:** Built a user archetype from research insights and data from the restaurant's website.
- **Customer Journey Map creation:** Used the persona to map user interactions, emotions and touchpoints across the ordering experience.
- **Informed dialogue design:** Survey data shaped the application's language, its dialogues and the functionality they had to support.

## Chatbot Persona and Scripting

Language and tone optimization:

- Specified the dialogue language to ensure clarity and consistency
- Made sure expressions were clear, specific and friendly, aligning with the restaurant's brand
- Chose a communication style that leaves a positive impression on users

## Creating Dialogues

- Talking to users, I identified key touchpoints where they could use the chatbot
- I developed a scenario for each key touchpoint of the interaction with the chatbot
- Created diagrams for each of the planned dialogues
- Developed dialogues in the VoiceFlow program
- Formulated questions for the chatbot to ask users and provided various response options

## Results

- **Higher intent to reuse the chatbot** for future orders compared to the classic app (measured via post-test question: "Would you use this interface again?")
- **Completion rate increased from 72% → 91%** during chatbot tests (users who started and finished the order flow)

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