Full case study ~5 min read
SaaS CX Platform I B2B2C I Hospitality
New AI features that helped General Managers boost guest satisfaction by over 34%
Reshaping the restaurant industry by seamlessly integrating AI into our platform, transforming how General Managers engage with guests, optimize operations, and enhance sentiment.
Year
2023 - 2024
Team
1 CEO
1 CTO/Product Director
1 Product Intern
1 Founding, Lead Product Designer (ME!)
3 Software Engineers
Methodologies
Human Centered Design
Lean UX
Qualitative & Quantitative Research
Usability Testing
Information Architecture
User Interface Design
Accessibility
Design Systems
UX & Copy Writing
Project Management
Requirements Gathering
Tools & Frameworks
Figma & FigJam
Jira & Confluence
Anthropic Claude
Pendo
Veutify
eCharts
Material Design
Angular JS
Svelt
AI-feature design & development
AI-assisted UX writing & generative research
Problem
Restaurant teams often lack the bandwidth to analyze guest feedback, making it difficult to identify issues and take action. At the same time, businesses face increasing pressure to innovate, stay competitive, and drive sustainable, predictable ARR growth.
Solution
An integrated, AI-driven platform that turns guest feedback into clear actions. The solution includes an AI Coach to guide GMs on improving guest sentiment, customizable AI Personalities to ensure on-brand responses, automated AI Replies for fast and intelligent guest engagement, and AI Insights that surface actionable recommendations from feedback trends. Fully integrated with Chatmeter, the platform enables restaurants to manage and respond to all survey and social reviews in one centralized workflow.
Responsibilities
Strategic & Research Responsibilities: Conducted comprehensive user and stakeholder interviews to understand General Manager pain points, while analyzing existing qualitative and quantitative data to inform strategic design decisions. Performed requirements gathering to define project scope and objectives, and led alignment workshops to address stakeholder misalignment and shifting priorities. Developed a focused UX strategy that shaped meaningful AI implementation, ensuring the technology solved real user problems rather than simply following market trends.
Product Leadership: Positioned Tattle as an essential AI-powered tool for General Managers by transforming the GM dashboard into a proactive management solution. Designed features that streamlined guest communication and feedback processing, enabling GMs to easily extract actionable insights from customer data and make data-driven decisions that enhanced guest satisfaction.
UX & UI Design: Created comprehensive information architecture for the AI-driven CXI platform and designed user interfaces for four major AI features. Ensured all design solutions met ADA compliance standards while developing and maintaining robust design systems using Material Design principles. Conducted usability tests and card sorting exercises to validate design decisions and ensure optimal user experience throughout the platform.
AI Coach: Helps GMs eliminate the guesswork and generates AI actions items according to the restaurants locations needs.
It automatically generates custom action items each month.
It adapts to your locations operational needs.
It allows your to set and manage location boundaries.
CLIENT IMPACT
Cotton Patch Cafe Sees Record Improvement
• 27% increase in scores
• 100% GM engagement
• 54% of action items finished in 1 week
AI Coach is like having an operational analyst for every store – only it’s trained by us, customized to our brand standards, and constantly adapts to new feedback.
Brandon Coleman
CEO of Cotton Patch Cafe
Execution
Establish continuity across all Apple sites
Address specific user and stakeholder feedback
Create a dark mode version tailored to developer preferences
Content and visual hierarchy, along with color and contrast
Best practices for proximity, spacing, size, and scale
Familiar patterns and components
Introduced SF Symbols to enhance consistency and convey content effectively
Integrated system-defined components
AI Replies: We’ve streamlined guest communication by offering quick AI generated replies 1 at a time or in bulk! Maintain brand tone and consistency with personalized AI responses or pre-made templates.
AI Personalities: Enables District Managers to train AI on their brand’s unique voice using predefined attributes, styles, traits, and tone, ensuring tailored responses and interactions that align with the brand’s identity.
Bridget’s exceptional UX design skills, combined with her rigorous approach to understanding user needs, consistently delivered outstanding results. Bridget thrives in agile environments, expertly balancing rapid iteration with thorough design processes… what truly sets her apart is her eagerness to tackle complex challenges and adapt to evolving project demands.
Anthony Asciutto — Chief Technology Officer, Tattle
Cross-functional teammate at Tattle
AI Insights: We’ve transformed the GM dashboard into a powerful, proactive management tool that provides high-level insights, clear action steps, and AI-driven recommendations to enhance restaurant operations and customer satisfaction.
Outcomes
4 NEW AI features increased guest satisfaction by 34%
Delivered 113,949 insights per store in less than a year
AI became a core driver of ARR growth reinforcing Tattle’s market position
