What features could Punchh add to its mobile ordering platform to increase customer engagement and repeat visits?

Introduction

To increase customer engagement and repeat visits on Punchh's mobile ordering platform, we need to identify and implement features that enhance the user experience, provide value, and create a sense of loyalty. I'll approach this challenge by first understanding our users and their pain points, then generating and prioritizing solutions that align with both user needs and business objectives.

Step 1

Clarifying Questions (5 mins)

• Looking at the product context, I'm thinking Punchh might be targeting a specific segment of the food service industry. Could you clarify which types of businesses are currently using the platform, such as quick-service restaurants, casual dining, or fine dining?

Why it matters: Different restaurant types have unique needs and customer behaviors, which will influence our feature prioritization. Expected answer: Primarily quick-service and fast-casual restaurants. Impact on approach: Would focus on features that support speed, convenience, and frequent visits.

• Considering user behavior, I'm curious about the current engagement patterns. What's the average frequency of orders per user per month, and how does this vary between our most active and least active users?

Why it matters: Helps identify opportunities to increase engagement for different user segments. Expected answer: Average of 3-4 orders per month, with power users at 10+ and casual users at 1-2. Impact on approach: Would tailor features to boost engagement of casual users while retaining power users.

• Regarding pain points and market position, how does Punchh currently differentiate itself from competitors like LevelUp or Olo? Are there any specific areas where we're falling behind?

Why it matters: Identifies gaps in our offering and potential areas for improvement. Expected answer: Strong in loyalty programs, but lacking in personalization and social features. Impact on approach: Would prioritize features that leverage our loyalty strength while addressing personalization gaps.

• Thinking about company alignment, what are the key performance indicators (KPIs) that Punchh is currently focusing on? Are we prioritizing user acquisition, retention, or average order value?

Why it matters: Ensures our feature recommendations align with overall business objectives. Expected answer: Focus on increasing retention and average order value. Impact on approach: Would emphasize features that encourage repeat visits and upselling.