project details
Duration: 8 weeks
My role: Sole product designer responsible for the UX/UI process, from initial research and persona development through final prototyping(independent project, not affiliated with OpenTable)
overview
research insights
Users are aware of and utilize OpenTable's existing Notify Me feature, but report mixed results and low success rates. The lack of transparency about their position or likelihood of success leaves them uncertain whether to continue waiting or pursue alternatives.
OpenTable and its competitors offer basic notifications and alerts, but none provide predictive probability percentages or AI-powered alternative suggestions. This represents an opportunity to move beyond simple alerts to intelligent, data-driven recommendations.
The problem
Diners need complete transparency about their reservation status, waitlist position, and realistic booking chances because uncertainty about securing tables for meaningful moments causes anxiety and forces them to seek confirmation through alternative channels.
The solution
Based on research insights, I designed a transparent alert feature that displays probability percentages upfront and provides AI-powered alternative suggestions, empowering users to make informed decisions before committing their time to a waitlist.
usability testing
The usability test evaluated the mobile experience of OpenTable’s new Notify Me feature for fully-booked restaurants. The study aimed to determine whether users can effectively understand, navigate, and utilize the Notify Me feature when no tables are available.
tested flows
Happy path
Probability indicator displayed with AI-suggested alternative restaurants
Edge case
Probability unavailable, with AI-suggested alternative restaurants
key user insights
Notify Me feature prioritization alignment
The Notify Me feature emerged as the strongly preferred option for participants who chose it over AI restaurant suggestions when their desired time slot was unavailable. This validates the current information hierarchy that positions Notify Me more prominently than AI suggestions
Clearer Notify Me context
Participants want clearer clarification on how Notify Me works. This will set proper expectations and potentially reduce support inquiries.
design iteration
Implemented clearer Notify Me context
Before
After
Added supporting text under historical likelihood of securing a table to clarify the feature before users select it, so they can have clear guidance on how Notify Me works and know what to expect before signing up for an alert.
reflection
What I learned
Build in buffer time for technical testing issues: A Maze bug prevented several participants from completing Task Scenario 2, creating data gaps that complicated my analysis. I had to re-run the study with new participants while working with incomplete data and clearly documenting limitations. In future projects, I'd build buffer time into the timeline to account for unexpected technical issues and have backup testing methods ready from the start.
Seek alternative data sources: Not having access to actual OpenTable data meant I had to make research-informed assumptions rather than purely data-driven decisions. While I leveraged publicly available industry benchmarks, I would have benefited from conducting extensive primary research or reaching out to industry professionals earlier in the process to validate assumptions.
