Reducing support tickets through clearer and more intuitive order management
Caterings is an e-commerce platform that provides everything diet catering businesses need to create and run an online store — from customer service to logistics, analytics, and a customizable, white-label storefront.
In this project, I improved the order management experience, helping users track all their diet orders more easily, which translated to fewer support tickets and lower operational costs for catering businesses.
PROBLEM
Managing multiple orders was confusing
IMPACT
Fewer support tickets
Lower operational costs
MY RESPONSIBILITIES
User research
UX & UI Design
Usability testing
SOLUTION
One calendar where all orders are visible at a glance
Multi-diet calendar view:
All orders are shown on a single calendar.
Each diet is color-coded for quick identification.
Rounded diet periods clearly show start/end dates.
Clicking a diet opens its detailed order view.
Instant diet overview:
Order cards surface key information at a glance.
Clicking a card highlights the corresponding diet on the calendar.
Status icons make order states easy to scan.
IMPACT
Major drop in support tickets
The clients reported a significant decrease in support inquiries related to order errors and user confusion.
Also, session recordings confirmed users no longer struggle to navigate between diets.
DESIGN CHALLENGES
Handling edge cases
A small group of users manage 4+ diets per day, so the design needed to accommodate these edge cases without compromising readability. Therefore, status icons display for 1–2 diets, but are hidden when 3+ overlap as they become too small to read. Instead, a “+N” indicator reveals additional diets on click, while bar height dynamically adjusts to prevent the calendar from stretching excessively.
Thinking I'd be a good fit?
DM me.
hello@malgokruszynska.com
Created by me
