Revamping Tomoro Coffee app for a smooth ordering experience
PRODUCT
Mobile app design
TEAM
UX Researchers &
Product Designers
MY ROLE
I led the end-to-end redesign from the user research to the usability testing in a team of 8 designers
TIMELINE
Agustus – September 2025
OVERVIEW
Tomoro Coffee aims to inspire people to look forward to tomorrow
However, we noticed some negative reviews that showed the experience wasn’t living up to this vision, making it harder for customers to enjoy their daily dose of coffee. To address this, we investigated the issues and strategically redesigned the product experience. This project showcases how I redesigned the Tomoro Coffee app to deliver a seamless ordering journey – removing pain points and churns, and ensuring people can easily get their daily coffee fix.
SOLUTION
A redesigned Tomoro Coffee app that brings the brand’s promise to life, making tomorrow’s coffee run effortlessly inspiring
OUTCOMES
Improved end-to-end coffee-ordering experience
By redesigning the menu, order updates, customer chat, and refund tracking
Hassle-free menu browsing
Achieved through a redesigned, familiar layout that’s easy to navigate.
Streamlined menu update and refund handling
With redesigned live chat and a clear refund process that makes it worry-free
THE CHALLENGES
Uncovering pain points
After reviewing user feedback and negative reviews, several key pain points became clear: a cluttered and confusing menu, unexpected order cancellations, an unclear refund process, and the absence of a “Notes” feature for customising orders.
USER RESEARCH
Users are not satisfied with the coffee-ordering journey
By interviewing users and observing their coffee-ordering journeys, we found that:
6/6 are overwhelmed by the menu structure
Users struggle with a cluttered menu design that slows down their browsing experience
3/6 got the ordered cancelled autimatically
Without notifications for sold-out products, users’ orders can get cancelled unexpectedly
3/6 didn't receive the refund
Users didn't receive refunds when their orders are canceled automatically
PAIN POINTS
Overall, these are the main pain points
From studying the desk and user research, we defined some main pain points.
The Menu is confusing
which makes it harder for users to find the items they want quickly
No option to change or refund cancelled orders
as they neither receive their orders nor get their money refunded
No "Notes" feature
limits users to personalise their orders
MARKET RESEARCH
To study better what are lacking within Tomoro, we also compared with other local coffee brands that has application for ordering.
USER DEFINITION
The persona
After studying different user profiles, we conclude into one persona that represents the users.
The ordering journey
Next, I evaluated the journey to define where opportunity could create the most value for users, considering both user value and existing constraints.
The most impactful improvements can be made in product selection, order personalisation, stock notifications, and refund handling, since these steps cause the most user frustration.
INSIGHTS
Clustering
After observing users' pain points and what Tomoro is lacking compared to the competitors, we mapped 3 categories of of the problem that needs to be solved.
Problem statement
After mapping the user and coffee-ordering journey, I could pinpoint and articulate the problem statement:
IDEATION
How Might We?
To identify solutions, I applied the How Might We (HMW) approach by providing solutions to the problems listed above.
How I prioritised the solutions
With constraints on time and resources, I focused on addressing issues that could deliver maximum impact with minimal effort.
How I mapped the solutions into the user flow
I integrated the proposed solutions into the revised user flow, creating a clear picture of where and how these changes enhance the journey.
SOLUTION
What if we design an intuitive and easy-to-use menu, order tracking, and balance experience?
After exploring different design alternatives, we created these wireframes as a starting point for the design.
FINAL DESIGN
We focused on delivering a seamless, familiar, end-to-end experience
New sections are defined based on the problem statement and insights from the research. After designing the flow with the wireframes, it's now time to detail the new sections.
Menu
We designed the menu experience to feel simple and familiar, making it easy for users to browse, filter, and search so they can quickly find what they’re looking for.
Track, modify or cancel order
This flow gives users peace of mind by letting them track their orders in real time, receive clear updates about stock, and stay in control with the option to change or cancel anytime.
Worry-free refund
Users no longer need to worry about out-of-stock items or cancelling orders — they can track their refund progress and conveniently use the refunded balance for future purchases.
USABILITY TESTING
Unmoderated and quantitative
We conducted a usability testing through unmoderated and quantitative method. We gave the users tasks to complete and asked some questions.
The redesign turned pain points into seamless moments
The redesign not only solved user pain points but also gave Tomoro the chance to stand out from other coffee-ordering apps with its thoughtfully user-centric design.
REFLECTIONS
What I learned
Design for the users
Don’t design based on assumptions – truly understanding user needs is key to creating a fulfilling coffee-ordering journey.
Familiarity and simplicity
By keeping it simple and familiar, users can enjoy the product effortlessly without having to think too hard.
