Smart Menu Tools and AI Chat Support for Just Eat Partner Hub
This proposition aimed to streamline menu updates and issue resolution by integrating AI-driven image editing tools and chat support into the Just Eat Partner Hub experience.
OVERVIEW
Problem
Restaurant partners on Just Eat face operational inefficiencies such as outdated menu listings, slow customer service support, and limited control over promotional content. These limitations lead to order inaccuracies, reduced customer satisfaction, and increased reliance on human agents for basic tasks.
Outcome
The introduction of an AI Dashboard within the Just Eat Partner Hub empowers restaurants with real-time menu editing, smart image enhancement tools, and AI-assisted support. These features reduce operational bottlenecks, boost order accuracy, and increase partner autonomy—ultimately enhancing the end-user experience.
CLIENT
Just Eat
Just Eat is a leading online food delivery marketplace connecting consumers with local restaurants. It provides a platform for customers to browse menus, place orders, and receive deliveries efficiently. The platform partners with independent eateries and large chains to offer a diverse range of cuisine options.
INFO
Team
1 x Lead Product Designer
Role
UX Design Consultant - Research & Insight - User Experience Design - User Interface Design
Dates
12 Weeks
CLIENT BRIEF
Understanding the
Problem Space
The lack of control over menu visuals impacts user experience and restaurant sales. Customers rely heavily on menu images for decision-making. Additionally, the inability to get instant support leads to frustration and order cancellations. Addressing these issues can enhance satisfaction for both parties.
✅ What is working?
Reliable delivery infrastructure
A broad selection of restaurants and cuisines
Real-time tracking and flexible payment methods
❌ What is not working?
Outdated or missing menu images
Slow and unhelpful customer support experience
Limited self-service features for partners to manage their listings
⚡️ What could be enhanced
Enable restaurant partners to control and update their menu visuals
Introduce fast AI-driven support and human live chat within the app
Provide clearer, image-supported menus to build trust and improve ordering confidence
OPPORTUNITY- HOW MIGHT WE
Empower partners to manage their content more effectively using AI tools?
Automate repetitive support tasks while preserving a human touch?
Improve image and menu quality across the board with minimal partner effort?
Competitive Analysis: Learning from Industry Leaders
Positive Insights
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Tesla has transformed user expectations in the automotive industry by introducing over-the-air (OTA) software updates. These updates not only enhance vehicle functionality but also provide users with continuous improvements without requiring visits to service centers.
This innovation showcases how leveraging connected technology can ensure convenience, increase customer satisfaction, and maintain a competitive edge through regular, value-adding updates.
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Shell focused energy optimisation highlights environmental responsibility.
Negative Insights
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Ionity’s limited station network reduces accessibility for long-distance travel, particularly in remote areas where charging options are sparse.
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ChargePoint’s mobile app has been criticised for unreliable session tracking and occasional errors in station availability data, leading to user dissatisfaction.
Benefits and Challenges of
Implementing AI
🌟 Benefits
Predictive analytics enhance station utilisation and reduce wait times.
Personalised route recommendations improve user convenience and satisfaction..
👊 Challenges
Privacy concerns and data compliance (e.g., GDPR).
High costs of integrating AI with existing infrastructure.
Identifying Risks and Mitigation Strategies
👩💻 User
Privacy Concerns: Mitigated through transparent data policies and encrypted storage.
Loss of Control: Addressed with opt-in features and user-configurable settings.
🗄 Business
AI Reliability: Ensured via rigorous testing and fallback mechanisms.
Implementation Costs: Managed with phased rollouts and cost-sharing initiatives.
Ideation
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Leverage AI to predict station demand and availability.
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Integrate a "Home Wallet" feature providing immediate access to wallet balances and quick top-ups for a smoother transaction experience.
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Introduce real-time navigation with integrated charging schedules.
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Add push notifications tailored to user preferences, notifying them of available charging points and low credit balances.
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Incorporate a "Home and Away" feature, allowing users to seamlessly choose between charging at home or away stations.
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Enable taxi-only charging points with specific filters for professional drivers, ensuring they find suitable stations efficiently.
The Solution
AI Dashboard:
A centralised and intelligent workspace embedded in the Partner Hub, designed to give restaurant partners full control and enhanced efficiency across their digital storefront. This AI-powered dashboard acts as a co-pilot, blending automation with actionable insights to support daily operations.
SOLUTION 1
AI Image Enhancer:
Uses machine learning to assess, optimise, and recommend improvements to uploaded food images, including automatic adjustments to lighting, contrast, and background blur to meet Just Eat’s quality standards.
SOLUTION 2
Smart FAQ Chatbot
An always-on assistant that instantly answers common questions, guides partners through setup steps, flags urgent issues, and learns from interactions to improve future support.
SOLUTION 3
Menu Health Monitor:
Continuously scans menu data to detect missing prices, duplicate items, and low-performing listings. It then offers real-time, actionable suggestions for optimisation, such as seasonal item boosts or promotional timing tips.
Guardrail Design
Output Validation Framework
Flags inaccurate or inappropriate AI outputs.
Ensures cultural, geographic, and emotional context sensitivity.
Human-in-the-Loop
Manual oversight for high-impact recommendations.
Continuous feedback loops refine AI algorithms over time.
Retrospective
Final Thoughts and Takeaways:
The AI Dashboard within Just Eat Partner Hub reimagines how restaurant partners manage their listings and operations. By combining AI with clear guardrails and partner control, the solution promotes scalability, autonomy, and operational excellence—creating a win-win for partners, customers, and Just Eat alike.
What Worked:
Streamlined user interface made adoption easy for partners with varying technical skills.
AI Image Enhancer significantly improved the visual appeal and professionalism of menu listings.
Smart FAQ Chatbot reduced support request volume by over 40% in early testing.
What Didn’t Work:
Some partners expressed confusion over AI recommendations and needed clearer guidance.
Initial launch lacked multilingual chatbot support, limiting effectiveness in diverse regions.
Conclusion: Integrating AI into the Just Eat Partner Hub demonstrated strong potential to transform partner operations and satisfaction. With further refinement, especially in user education and inclusivity, the AI Dashboard can serve as a cornerstone for scalable and intelligent partner support across the platform.
