Pick-up order
feature design

Making frozen custard easier to order, personalize and pick up.

UX Design Product Strategy Mobile-First
Andy's Frozen Custard app screens — rewards home, order confirmation, and pick-up location list

The problem

The app rewarded loyal customers but stopped short of letting them order.

Mobile-first customers faced limited convenience, persistent authentication issues, and no way to place pick up orders, forcing them back in line instead of staying in the app.

Andy's Frozen Custard app screens illustrating the missing pick-up ordering flow
Andy's Frozen Custard Valentine's promo screen, create a profile, and sign in screens, with a note that the experience begins with seasonal treats and holiday-inspired promotions
Research insights

Competitive analysis

Competitive analysis table comparing Starbucks, Dunkin', and Baskin-Robbins across ordering flow, product customization, visual design, extras, and key takeaways

What users said

Grid of one-star app store reviews complaining about not being able to order, frequent errors, and being redirected to outside links

Recurring complaints revealed three key issues:

Users couldn't place orders directly in the app, experienced frequent errors and logouts, and were redirected to external pages to view the menu.

These insights confirmed the need for a simpler, more reliable in-app ordering experience.

The evidence behind
the redesign

53%

of global web traffic comes from mobile device.

64%

of consumers prefer one app for delivery, pickup, and reservations.

StatCounter Global Stats, July 2026, DoorDash 2026 Restaurant Industry Trends Report

No online ordering

Users couldn't order ahead in the app. They had to wait in line, even during busy hours

Persistent login problems

Frequent password resets and failed logins created frustration and drop-offs

Confusing Navigation

Rewards, info, and menu items were confusing, making it hard to find what matters

The gap wasn't the menu.
It was the path to purchase

The opportunity

From wireframes to UI

Low-fidelity wireframes of the Andy's app screens High-fidelity mockups of the redesigned Andy's app screens
Checkout and pick-up location screens shown side by side, moving from low-fidelity wireframes to high-fidelity UI

The final experience

Final Andy's Frozen Custard app screens — sign up, create a profile, sign in, and the rewards home screen

Results & impact

The redesign turns a limiting rewards app into a complete ordering experience.

Faster path to purchase

Clearer ordering decisions

Personalized pickup

Loyalty built into checkout

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