Burger King App
Description
The Burger King mobile app is the company's primary digital product, driving customer retention, loyalty engagement, and repeat purchases.
Overview
The mobile app combines ordering, loyalty rewards, personalized offers, and promotional campaigns into a single customer experience.
I joined the app team when additional design capacity was needed during a large-scale product redesign. Besides designing new customer-facing features, I helped maintain design quality across the product, improve internal workflows, and support the transition from an external design agency to the in-house team.
Role & Process
I worked as a Product Designer within a cross-functional team alongside Product Managers, Developers, Analysts, Researchers, QA engineers, and an external design agency.
My responsibilities included:
Designing end-to-end mobile features
Improving the checkout and cart experience to reduce cart abandonment
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
Supporting the ongoing redesign of Burger King's mobile app
Working conditions were challenging: a major app redesign was running simultaneously with an external studio, which required constant synchronisation across designers, analysts, and researchers. My role demanded both independent decision-making on my sections and tight cross-team alignment to maintain consistency.
Goals
The app team had two primary focus areas during my time:
Cart Abandonment Rate — reduce drop-off at the cart stage by improving recovery flows for common failure scenarios (unavailable items, delivery address conflicts).
Redesign continuity — ensure the large-scale visual redesign could continue smoothly as the external studio’s contract ended, without losing design system integrity or momentum.
Design initiatives were measured by:
Checkout conversion rate
Cart abandonment reduction
Better usability across ordering scenarios
Faster collaboration between design and development
Consistency during the ongoing redesign
Results
My work combined product design, design operations, and cross-functional collaboration.
Key achievements:
New cart recovery flows shipped without cognitive load increase, reducing development iteration cycles
Order waiting and rating sections fully updated to current library within 2 weeks, improving hand-off quality
Strengthened the component library and design consistency across the app
App redesign continuity maintained after external studio exit — visual language and component library preserved intact
Design files restructured across sections, accelerating team velocity and simplifying onboarding
For confidentiality reasons, I have omitted the actual values for these metrics.
