In a usual food court setting where customers need to line up separately for each brand, causing delays and inconvenience,
how might we make it easy for them to enjoy dishes from multiple in-house CloudEats brands in just a single order?
…and here's what came out of it.
The app is now live and being used by food court customers 24/7, letting them order from multiple CloudEats brands in a single transaction.
So far, it’s scored a 74 on SUS and a 76 on CSAT, showing that people find it both usable and enjoyable.
We’re still making UI improvements, and another round of usability testing is lined up to keep pushing the experience forward.
For context,
CloudEats, a cloud kitchen company with multiple in-house brands, was given the chance to build a food court at the Five/NEO building in BGC. Unlike typical food courts where customers line up and pay separately at each stall, the goal was to create a single app that could handle cross-brand ordering in one seamless flow.
The project started in December 2024 and the app was launched in July 2025.
What is my role?
I began by assisting the design lead in creating the initial draft of the app screens. Midway through development, the project was turned over to me, and I became the main designer. From there, I led the usability testing and, while the initial screens were being developed, I started working on iterations and new features to enhance the app further.
Customers can search for a dish name and add it to their basket
Customers can add dish to their basket from multiple brands
After finalizing their basket, customers submit their order, which goes into the POS queue. They then show a Payment ID to the cashier for payment. E-payment integration is not yet available but is in progress.
After payment, they can get realtime status of their orders—from Preparing to Ready for Pick Up
I also led usability testing
with five food delivery app users, asking them to complete scenarios such as
adding a dish from one brand
adding another from a different brand
editing orders
submitting orders, and
waiting for notifications.
The app achieved a SUS score of 74 and a CSAT score of 76. Participants said they enjoyed using the app and even compared the experience to ordering in Grab.
Minor UI issues surfaced, such as small font sizes and missing asterisks for required actions.
A major feature request was the addition of e-payment integration, which is now planned for future updates.
My "testing lab" with the participants and my co-designer
Our next step?
The top feature request was e-payment integration. My next focus is designing the e-payment flow to make checkout faster and more convenient.
Did I enjoy working on this project?
Yes, definitely! Especially since it was a high-visibility initiative in the company. Being trusted to lead the design was a privilege and an exciting opportunity to rethink how people dine in a food court. This app is just one part of Project NEO, and I’m proud to have handled all of the design work for it — from revamping the POS to fit the food court setting, to designing the order queue TV screen, and improving the kitchen screens for smoother operations.
If we had more time, we would have included e-payment integration in the MVP, but given its complexity, we prioritized stability first. For now, I’m proud that the app is live and already making food court dining simpler and more enjoyable for customers 24/7.
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