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Boosting Engagement and Conversions

Burger King, a global leader in fast food, was facing a significant challenge with its delivery website. Most customers were opting for third-party delivery apps to place orders, which resulted in the company losing 30% of its sales revenue due to hefty commissions charged by these platforms. Recognizing this issue, Burger King needed a solution that would reduce reliance on external apps and increase direct sales through its own delivery website. This article details the comprehensive redesign process I led, which included UX research, brand alignment, wireframing, prototyping, and a seamless handoff to developers, ultimately creating a responsive web application that boosted engagement and conversions.


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Research: Understanding the Problem and Uncovering Opportunities

The first step in addressing the challenges Burger King was facing involved conducting thorough research to identify and resolve the UX issues impacting the website. I spearheaded the creation of a comprehensive 100-page research document to understand why customers were abandoning the platform and how we could optimize their experience.

This research phase included several crucial components:
  • Clearer Content Hierarchy: I began by analyzing industry leaders and competitors to understand the best practices in the food delivery space. This provided valuable insights into what Burger King could implement to create a more competitive and compelling user experience.

  • Simplified Navigation Flow: To better understand the pain points and expectations of Burger King’s customers, I coordinated and monitored remote interviews with active users. These sessions revealed valuable insights into the user journey, highlighting areas of friction and frustration that needed to be addressed.

  • Separation of User Paths: I conducted workshops with key stakeholders to align business goals with user needs and gain internal feedback on the existing website’s limitations and challenges. This collaboration ensured that the redesign would not only solve user problems but also align with business objectives.

  • Analytics and SEO Audit: A detailed analysis of user behavior metrics, site analytics, and funnel drop-offs allowed us to pinpoint usability gaps and technical issues. Additionally, I conducted an SEO audit to improve the website’s visibility, providing a roadmap for URL structure, metadata, and content optimization to boost search engine rankings.

The findings from this research served as the foundation for the redesign, ensuring that every decision was data-driven and user-centered. The research document concluded with strategic recommendations, personas, user journey maps, and a proposed architecture that would address key pain points and improve overall performance.


User-Centered Sitemap and E-commerce Structure

Armed with insights from the research, the next step was to create a sitemap that would guide the redesign of the Burger King delivery platform. The goal was to design a simple and intuitive structure that would make it easy for users to navigate and find what they were looking for.

Given the need for an MVP (Minimum Viable Product), the sitemap was kept straightforward, focusing on the most important features that would enhance user experience and meet business objectives. By prioritizing usability and aligning the structure with both user expectations and business priorities, we created a foundation that was scalable for future improvements.

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Sitemap structure


Aligning with the New Brand Identity

As part of the redesign, Burger King had recently undergone a major brand identity transformation. This included a new logo, updated illustrations, and the color palette. These changes required a careful balance between staying true to the brand’s essence while ensuring the new design was consistent across all platforms.

Working with the updated visual elements, I needed to adapt existing images and create new ones that aligned with the new identity. Since the previous design was drastically different, it was crucial to redesign or rework images to match the brand’s new direction. By collaborating closely with Burger King’s team, I ensured that the images reflected the modern, fresh look while maintaining a strong connection with the brand’s core values.This is the color palette used in the design. All colors changed after the brand identity change of Burger King.


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Wireframes: From Insights to Structure

After gathering user insights and defining the site’s structure, I began working on the wireframes. Wireframing is a critical part of the design process as it allows for the early validation of ideas before investing time in high-fidelity designs.

I experimented with various wireframe combinations to ensure that the research insights were fully incorporated into the design. These wireframes served as the blueprint for the rest of the project, defining the layout, functionality, and interactions that would shape the user experience.

To ensure consistency, the wireframes were validated with developers, project managers, and Burger King’s designers working on other initiatives. This collaboration helped ensure that the wireframes were both functional and aligned with the overall vision.


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Some wireframe screens


Design System for Consistency and Efficiency

Once the wireframes were finalized, the next step was to develop a compact design system in Figma to ensure consistency across all touchpoints and streamline the design process. The system was built according to best practices and usability guidelines, drawing from sources like Nielsen Norman Group. Alongside reusable components, I created a detailed style guide outlining the visual foundations of the platform, including grids, color palettes, typography, spacing, and iconography. This helped establish a cohesive visual language and provided clarity for both design and development teams. Some of the chroma used:

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Chroma

To bring the interface to life and enhance user engagement, I also designed a range of animations and microinteractions tailored to key user flows. These added a sense of responsiveness and polish to the experience while supporting usability. The system was intentionally designed to be flexible and scalable, enabling efficient reuse of elements without unnecessary duplication or detachment, which helped reduce design debt and ensured visual consistency throughout the site.

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Small animations


High-Fidelity Prototypes

With the wireframes and design system in place, I proceeded to create high-fidelity prototypes that would closely resemble the final product. The website needed to reflect Burger King’s updated brand identity, so I worked closely with the brand’s guidelines and collaborated with the Jones Knowles Ritchie agency to incorporate the new illustrations.

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The prototypes were designed to provide an accurate representation of how users would interact with the site, from browsing the menu to placing an order. I ensured that the website was not only visually appealing but also functional, intuitive, and responsive across all devices.



Focus on Responsive Design for Mobile Users

Given the importance of mobile orders in the food delivery industry, responsive design was a top priority. Analytics data indicated that a significant portion of users placed orders from their mobile devices, so it was essential that the new platform be optimized for mobile-first experiences.

By using browser-supported languages, I developed a responsive web application that ensured seamless functionality across all devices, with a particular focus on mobile optimization. This responsive design allowed Burger King to cater to customers who preferred placing orders from their phones, thus enhancing their overall user experience.

Conclusion

The redesign of Burger King Brazil's delivery platform was a user-centered, research-driven initiative that combined strong UX practices with a fresh visual identity. From uncovering usability issues to building a scalable design system and prioritizing mobile responsiveness, every decision was backed by data and business alignment.

In just four months, the project delivered measurable results:

  • 27% increase in user engagement

  • Seamless mobile-first experience

  • Scalable, reusable design system

  • Visual alignment with the brand’s new identity

This project demonstrates how thoughtful design and collaboration can create a lasting impact on both user satisfaction and business performance.