Clarity where it matters most
A digital performance system that gives frontline teams clear, prioritized speed-of-service signals.
Role: Lead Product Designer
Scope: Tim Hortons · Internal & External insights platforms
Partners: PMs, Eng, Ops, and Core users
Core Users: Restaurant Owners, General Managers, Team Members, and Corporate
Context
Drive-thru performance is one of the largest revenue levers in our restaurants. During peak hours, small delays compound into significant costs, frustrating customers and causing operational strain. Existing tools focused on corporate users and failed to provide data to leadership and restaurant staff with the most influence on service time speeds.
Design Challenges
Frontline teams had seconds, not minutes or hours, to interpret data
Current data focused on complex tables and charts that users could not scan
Large portion of metrics and goals were not digitized
No clear prioritization of metrics or goals
My Scope
Digitized targets, leaderboards, and core metrics
Defined frameworks across portfolios, time, and speed
Prioritized GPS Time, and redefined threshold logic, iconography, and color semantics
Enabled fast, mobile-friendly access to insights for restaurant teams
Key Decisions
Increased Visibility
Expanded access across devices and roles
Shifted from manual to digital
Information Architecture
Focused on GPS Time
Structured by portfolio, time, and speed
Impact
Generated $96M in efficiency gains by driving consistent, scalable speed-of-service improvements, with highly engaged users achieving 2× greater impact.
$96M in efficiency gains driven by faster drive-thru performance
Consistent speed-of-service improvements across all dayparts
Higher engagement correlates with 2× greater performance gains
Effectiveness at scale: higher adoption yields significantly greater impact
