My impact at Grubhub
Since 2016, I've worked across all platforms of Grubhub: Diner, Driver, and Restaurants. Diner being the majority of my focus. Being the Design Lead for onboarding, all menu pages, and Grubhub+. From introducing new features to creating whole new concepts within Grubhub's product org, all of it was focused on how to become as useful as possible for folks.
Shown below is one of my favorite impacts made at Grubhub. After a blow out success of one of my "passion project" of redesign, the co-founder and CEO at the time Matt Maloney sent out this email to the Product team. A huge moment not just for me, but our entire design team.
Design makes a difference
The proof had to always be in the pudding for why design matters.
7% to 54% of all total orders, Grubhub+ members became the majority
700K to 12M Grubhub+ members
In 2024, my projects totaled to 30% increase in orders
Reduced Grubhub+ cancellations by 25%
Increased Grubhub app downloads by 4X
Reducing page load by 75%
Saving $1M each year from 500-type errors
Each of these wins challenged the organization in some way, whether it was the process, the people, or the product itself. Assumptions made and later shattered leaving room for new pathways and better understanding for we do. You could show a bunch of competitive analysis examples, customer research, design and product literature, and even our own historical data of testing. From entrenched leadership to your most academic system designer, nothing changes minds faster than the weight of real results.
All of this came purely out of wanting to design something better than before.
Engaging with everything
I’ve been extremely fortunate to have gotten all the opportunities to have worked with a whole sew of wonderful people all focused to make great products that spanned across the entire company.
Every domain in our diner customer platform: Homepage, Search, Menu, Checkout, Post transaction, and our Loyalty program.
Care
Driver
Merchant
Brand and Marketing
Funny thing some of these I was tasked with doing, others… not so much. I’m truly grateful to have seen and engaged with the reality that everything within a product is interconnected.
The makeup of succeeding
What makes a product (or a person for that matter) successful? The million dollar question. Within the nearly 10 years at Grubhub and all the other design work before, I could easily check all the boxes off that everyone would be in agreement and nod:
Consistent and clear communication with everyone
Don’t make assumptions without doing your due diligence
Consider and understand what goes into what makes things work
Love what you do and have fun
Nobody would argue with this… right? I think there’s 2 points that people could possibly bring contention, but the longer I do this profession the stronger I feel about this:
People are what make the product. Meaning it’s the quality of the people that make the quality of the product.
Being clever and playful is the X factor. This is something that cannot be faked or forced. Something that a person has imbued into them and all they interact with.
As you look through my work, I hope you see all these qualities. Enjoy!