Evolving Burger King App
Overview
The Burger King mobile app is one of the company's key digital products, driving customer retention and long-term value through loyalty, personalized offers, promotions, and app-exclusive rewards.
I contributed to both new product initiatives and the ongoing redesign, with a particular focus on the ordering experience and design infrastructure.
Business Context
The app was undergoing a large-scale redesign led initially by an external design studio. At the same time, the internal team needed to continue shipping product improvements without disrupting the transformation already underway.
One of the key business areas was the cart and checkout experience. Reducing cart abandonment was an important opportunity to improve conversion and ultimately increase online orders.
In parallel, the growing complexity of the product created challenges for the design team itself: design files were becoming difficult to maintain, and the transition from an external studio to the internal team required a more sustainable design workflow.
Key Metrics
Cart Abandonment Rate
Checkout CR
Users
6m+
My Role
I worked as a Product Designer within a cross-functional team alongside other Designers, Product Managers, Analysts, Researchers, Developers, and an external design agency.
My responsibilities included:
Designing end-to-end mobile features;
Supporting the ongoing app redesign;
Running UX benchmarking and competitive analysis;
Preparing production-ready specifications for development;
Maintaining the component library and documenting UI guidelines;
Supporting usability testing and UX copywriting;
Organizing design files and improving collaboration workflows;
Coordinating design decisions across internal teams and external contractors.
The selected initiatives that best showcase my work on the product are described below.
Improving Cart Recovery
Problem
Cart abandonment was an important conversion challenge. Customers could encounter unavailable menu items or need to change their delivery address after adding products to the cart, creating friction that could lead them to abandon their order.
These scenarios were especially challenging because the cart was being redesigned in parallel, meaning new features had to fit into an evolving experience without increasing its complexity.
Task
Design new recovery scenarios that would help customers resolve common issues directly from the cart and continue toward checkout.
Approach
I designed two complementary scenarios:
Replacing unavailable items directly from the cart, allowing customers to recover their order instead of returning to the menu;
Changing the delivery address from the cart, allowing customers to adjust their order context without restarting the journey.
For the flow of replacing unavailable items in the cart, I proposed two options: the cheaper one (with single choice) was implemented first, and the more user-friendly one (with multiple choice) was implemented second.
Since these features were developed alongside a complete cart redesign, close collaboration with other designers and analysts was essential. I continuously synchronized interaction patterns and visual language to ensure that all new features integrated naturally into the redesigned experience.
I also focused on making the new scenarios feel like natural extensions of the cart rather than additional layers of interaction.
Outcome
Added new recovery mechanics to the cart without increasing cognitive load;
Improved the cart's ability to handle common order disruptions;
Reduced the number of design iterations required during development through closer alignment between design and implementation.
Supporting the App Redesign
Problem
Burger King launched a major redesign together with an external design agency. When the agency's contract ended, the redesign was transferred to the internal design team.
The challenge was to maintain consistency across the new visual language while continuing to incorporate feedback from research and business stakeholders.
Task
As a part of the internal design team take over the redesign and establish a sustainable foundation for its continued development together.
Approach
Initially, I contributed by reviewing concepts, validating UX solutions, improving interface copy, and supporting user research.
As the external engagement came to an end, I joined two other internal designers in taking ownership of the redesign.
Together, we:
Consolidated the latest redesign screens;
Expanded and documented the new component library;
Incorporated feedback from research and business stakeholders;
Prepared the design foundation for continued internal development.
Outcome
The redesign continued without losing momentum after the agency handoff;
Design consistency was preserved across new product features.
The internal team became fully independent in maintaining and scaling the redesigned product.
The screenshot shows the final interface of the app, which the team released to production when I was already working in a new place.
Modernizing the Order Waiting & Rating Experience
Problem
As the product grew, design files became increasingly difficult to maintain. Large Figma files slowed down collaboration, outdated screens accumulated, and developers often referenced obsolete designs.
The Order Waiting & Rating section was one of the areas that needed particular attention: its screens were scattered across historical files, some states were outdated, and several scenarios were not fully represented in the design library.
Task
Take ownership of the Order Waiting & Rating section, bring its experience up to date with the current product and component library, and establish a reliable source of truth for further development.
Approach
The design team was simultaneously moving to a new file architecture, with each product section receiving its own dedicated workspace and a clearly structured set of production-ready screens.
I took ownership of the Order Waiting & Rating section and:
Reconstructed the existing experience from historical design archives;
Reviewed the available user flows and identified missing or ambiguous states;
Updated the screens using the current component library and interaction patterns;
Clarified edge cases and product logic with analysts and QA;
Added missing states and patterns back into the shared component library;
Organized the final screens into a clear, maintainable structure for future work.
This wasn't simply a file cleanup: the process helped surface inconsistencies in the existing experience and establish a more complete representation of the section.
Outcome
Within two weeks, I brought the entire Order Waiting & Rating section up to date and created a complete, maintainable source of truth for the team.
Consolidated historical screens and current product states into one structured workspace;
Identified and covered previously missing scenarios;
Reduced ambiguity during design handoff and development;
Made the section easier to maintain and extend using the current design system.
Overall Impact
Working on the Burger King app required me to operate across several levels of product design: improving customer-facing journeys, building scalable design infrastructure, and helping an internal team take ownership of a product undergoing a major transformation.
Beyond individual features, I helped make the app easier to evolve — improving cart recovery scenarios, bringing fragmented design assets under control, and establishing the foundations for the internal team to continue the redesign.
The experience strengthened my ability to work effectively in complex environments with multiple designers and stakeholders, while balancing immediate product needs with longer-term consistency and scalability.
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