Softavera · Product
A white-label click and collect app
An iOS and Android app in each brand's name, which has to tell the truth about what the store can prepare, and when.
Kamel DhakwaniProduct leadership · UX/UI
At a kiosk, the customer is already in the store. On a phone, they can leave at any moment. Every extra screen is a lost order, and every broken time promise is a customer who does not come back.
I created this application with the Softavera team, leading the product, the specifications and the design. R&D built it.
One app, in each brand's name
The app is published on the App Store and Google Play in the client's name, with its logo, colours and identity. For the end customer, it is their brand's app. Behind it is one product.
For a chain, the app finds nearby stores, with their hours, availability and lead times. It also adapts to each person's language.
The time between opening and basket
All the design work targets one measure: shortening the time between opening the app and finishing the basket. Light pages, few decisions at a time, one-gesture payment by card, Apple Pay or Google Pay.
The slot, heart of the product
The real subject of click and collect is not the order. It is the promise of a time. If everyone can choose noon, the store is overwhelmed and the promise is false. So the schedule has to adapt to real demand.
Worked cases
One order, from phone to counter
iOS or Android
Order for noon, in store.
Customer · 1/7
The customer sees nearby stores, their hours and lead times.
When the order is ready, the customer gets an SMS or a notification. They come, collect and leave.
One base for every channel
Products, prices, availability, options and taxes come from the same back office as the kiosk and the till. What head office changes arrives everywhere, with no double entry. The loyalty programme follows the same logic: points are visible in the app and rewards apply at payment.
That is the real value of this suite. The app is not a separate product, it is one more channel on the same truth.
What it taught me
Software that promises a time commits someone else: the team who will have to keep that promise. Designing a product also means protecting the people working behind the screen.
A promise shown on screen must be keepable on the other side of the counter.