Atlanta, Georgia
Jolán Caldwell
Dunkin' Mobile
App Redesign
Elevating the Dunkin' mobile experience through interaction-driven design.
MY ROLE
User Researcher
UX/UI Design
IxD Design
Design System
I
TIMELINE
3 weeks
I
TOOLS USED
Figma
Adobe Photoshop
Adobe Illustrator
Adobe After Effects
TEAM
Jolan CaldwellI
OVERVIEW
This project analyzes the current Dunkin' mobile app and proposes interaction-focused design improvements to reduce friction and improve usability across core user flow.
PROBLEM
The Dunkin' mobile app introduces unnecessary friction in routine ordering by requiring users to interpret dense layouts and unclear interaction states.
PAIN POINTS
Unclear menu hierarchy
Core categories and product grouping are difficult to scan quickly, increasing cognitive load during browsing.
Weak feedback and state clarity
Users receive limited visual confirmation as they move between browsing, selection, and checkout, making it harder to understand progress and next steps
High decision friction in ordering
Product options, modifiers, and pricing are presented in a way that requires excessive effort to compare and confirm choices.
Convenience, Broken Trust
The Dunkin' app failts when users are ready to order, breakin trust by turning a quick, convenient moment into friction and frustration.
Research Insights were synthesized from user interviews, competitor analysis, and behavioral patterns to identitify the most impactful opportunities for improvement.
RESEARCH INSIGHTS
Brand Archetype
EVERYMAN
75%
25%
JESTER
Users expect continuity across devices
Users frequently shift attention between devices while ordering and epect their progress and order status to remain consistent without requiring manual refresh or re-entry
Source: User interviews
Lack of progress visibility creates uncertainty
Users reported checking order status repeatedly due to unclear feedback after submission, indicating a need for clearer, persistent state communication.
Source: User interviews
Ordering is often collaborative, even when accounts are individual
Users commonly coordinate orders with others through screenshots, texts, or verbal confirmation, revealing an unmet need for shared visibility during ordering.
Source: User interviews
Group coordination introduces avoidable friction
When placing orders for multiple people, users struggled to track contributions, changes, and confirmations, leading to confusion and delays.
Source: User interviews
PROBLEM-SOLUTION MAPPING
Users lack clear, real-time feedback and placing an order, leading to repeated checking and uncertainty about readiness.
Order Queue provides a clear, step-by-step view of order progress, reducing anxiety and eliminating the need to manually check status.
Coordinating orders for multiple people requires off-app communication, making it difficult to track contributions, changes, and confirmations.
Group Ordering centralizes shared orders in one flow, allowing participants to add, edit, and confirm items without leaving the app.
Users rely on screenshots or messaging apps to share orders, creating fragmented and error-prone workflows.
Share Your Order enables direct, structured sharing of order details, preserving accuracy and reducing friction during collaboration.
The digital menu experience feels flat and transactional. Users scroll through static lists that don’t capture the energy of the brand, don’t help products stand out, and don’t create any sense of appetite or excitement.
I introduced a 3D menu with motion that transforms browsing into an engaging experience. Movement highlights products, guides attention, and reduces decision fatigue while reinforcing Dunkin’s bold, playful energy.
FLOW BLUEPRINT
App Entry
Global Navigation
Home
Scan & Pay
Offers
Order
Product Ordering Flow
Categories
Product Detail
Customize Item
Group Order Flow
Start Group Order
Invite Link
Add Items
Live Contribution
Share Your Order
Share Order
My Feed
Favorites
Past Orders
Order Queue States
Pick Up
Drive Thru
Delivery
Received
Split / Cover
Remaining Balance
In Progress
Confirmation/Completion
Ready/Delivered
Device Sync (System Layer)
Order State Sync
Payment Sync
Queue Status Sync
LOW- FIDELITY WIREFRAMES
FINAL DESIGN
Core Components
Home-Page
Remember Order
feature
Allows users to instantly re order their favorites.
Bold Title
Clear & easy text readability and hierarchy.
Start Group Order Feature
Allows users to create a group order instantly & with ease.
Menu
3D Motion Menu
Allows stimulation of the senses - increases order purchases.
Organized Structure allows users to easily choose a category.
Navigation
Allows users to go back if they change their mind.
Large Product Image
Allows users to easily see what they are purchasing
Clear Text Hiearchy
Visible Buttons
Categories
Product Detail
Ability to edit order before final purchase
Ability to cancel order
Ability to save and re order once the app is opened again.
Clear navigation
shows user which page they are on.
Cart Summary
Confirmation
Share Your Order
This feature allows users to upload their drinks and orders after purchase, creating a shared feed where anyone around the world can see what they ordered. This turns individual purchases into social content, encouraging discovery, inspiration, and community through real customer orders.
Feed
Easily add your post after you get your order!
Favorites
View your favorites , the add buttons allows you to see more of what you love.
Past Orders
View your past orders and reorder in a tap.
Group orders
This feature allows multiple users to add their own items into a single shared order. Each person customizes and submits their selection individually, while one user places and pays for the final order. This removes confusion, prevents mistakes, and makes ordering for teams, friends, or families fast and organized.
Clear button navigation with a detail that explains what to expect.
Invitation link allows users to share the link and join the order.
Easily view who has been added, you can edit and remove people.
Pay seperately or together so there is no confusion about payment.
View what is ordered and who ordered it, who paid and who hasn't
Cover remaining balanceor send a reminder to anyone who has not paid yet.
Start Group Order
Group Order Dashboard
Place orders for pickup or drive through with an eta of how long it will take
Group Order Pickup - Together
Earn group rewards once you have placed your order.
Order Review
Confirmation
Order Queue
This feature shows users the real-time status of their order from placement to pickup. Customers can see where they are in line, track progress, and know exactly when their order will be ready, reducing uncertainty, wait-time anxiety, and in-store congestion.
Easily accessible button navigation to guide users to order queue
View how many users are ahead at each location
Choose location
View received , in progress, and ready status
See updates for pickup, drive thru, and delivery
Order Queue
Device Sync
This feature keeps a user’s Dunkin’ account, preferences, and active orders consistent across devices. Whether a user starts an order on their phone, tablet, or watch, everything updates in real time—allowing them to switch devices without losing progress or re-entering information.
Device Sync
Home-Page
iPhone
Home-Page
Apple Watch
USER TESTING KEY INSIGHTS
User testing validated that users prioritize clarity and minimal interruption during ordering.I nsights directly informed the introduction of Order Queue visibility, cross-device sync, and simplified reordering, reducing cognititve load while supporting real-world, share ordering behavior.
DESIGN SYSTEM
Primary Colors
Dunkin' Peach
Hexcode: F79855
Dunkin' Pink
Hexcode: #ff0093
Cream
Hexcode: FFF6EA
Type Specimen