Improving the digital UX of a well-known restaurant franchise during an unprecedented crisis

Pivoting to rapid utility to keep digital orders and reservations flowing during pandemic restrictions.

[CLIENT]

Old Spaghetti Factory Canada

[ROLE]

UX Designer

[YEAR]

2023

[FOCUS]

Crisis UX & Rapid Utility

Old Spaghetti Factory Crisis UX Device Mockup

( 5.1 ) The Problem: Pandemic Survival

When the pandemic hit, the Old Spaghetti Factory Canada went from a bustling dining destination to a business in survival mode almost overnight. Their website simply wasn't equipped for the "new normal." It lacked clear navigation for menu exploration and failed to transition users quickly to third-party delivery platforms. In a world of physical restrictions, their digital bridge was broken.

( 5.2 ) The Strategy: Rapid Utility

Working alongside the design manager and developers, we had to move fast. We pivoted from "lifestyle aesthetics" to "rapid utility." I redefined the information architecture to put delivery and pickup front-and-centre, using a modern grid layout and modular components. We optimized the navigation paths to ensure that from the moment a user landed on the site, they were only one or two taps away from placing an order.

[5.3 • THE RESULT • KEEPING THE LIGHTS ON]

The launch provided the business with a critical lifeline when they needed it most:

📈 15% Rise in Online Orders & Reservations: Within its first few months, successfully positioning the brand as a top-of-mind, user-friendly option for families during the height of the crisis.
⚡ Frictionless Ordering Path: Reduced clicks to order placement down to just 1–2 taps from landing.

( 5.4 ) The Growth: Flexibility in Crisis

This project taught me that the best design is the one that works in the real world, even if it isn't "precious." I had to let go of original timelines and some of my aesthetic ideals in favour of utility. It reinforced the idea that as designers, we must be flexible enough to adjust our vision to meet the shifting market dynamics and immediate, practical needs of the people we serve.

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