Case Study 

Tenen Restaurant

A robust restaurant website and mobile app.

Timeline: 3 Months | Completion: June 2025

Watch Presentation

Context

Serving the Community for 10 years!

Tenen Restaurant has been in business since 2015 and is celebrating its 10-year anniversary. With an esteemed reputation in the local community, there was an opportunity to elevate their online presence to enhance customer service and experience.

Problems

Underdeveloped features needing improvements.

Outdated features and processes cost new and loyal customers higher quality services and experiences.

  • πŸ“± Inconsistent online ordering experiences

  • ⏳ Unclear wait times and delivery

  • πŸ’Έ Limited payment options and hidden fees

  • πŸ—£οΈ Unoptimized customer service

Solution

Develop a restaurant mobile app that enables a seamless online customer experience.

Empowering users with vital tools to connect, make orders and reservations so the business can focus on delivering high-quality service.

 

Step 1: Discovery & Scope

UX Research

After conducting initial user research, five defined user personas were created to reference through the product development process.

    • Age: 44

    • Occupation: Construction Project Manager

    • Background: Serbian immigrant living in Vancouver for 15+ years

    • Ordering Style: Dines in with family or orders takeout for traditional meals

    • Goals: Enjoy authentic tastes of home like Δ‡evapi, sarma, or gibanica

    • Frustrations: Over-Westernized menus, places that get the food β€œwrong”

    • Tech Comfort: Moderate – uses Google Maps, Facebook, prefers calling in

    • Favorite Feature: Authentic dishes, Serbian-language staff, family-style meals

    • Go-To Order: Karadjordjeva schnitzel + ajvar + homemade bread

    • Age: 30

    • Occupation: Public Relations Specialist

    • Background: Born and raised in Burnaby, curious foodie

    • Ordering Style: Dines in with friends on weekends or for date nights

    • Goals: Discover hidden gems, try unique international cuisines

    • Frustrations: Menus with no descriptions or staff that can't explain the dishes

    • Tech Comfort: High – relies on Instagram, Yelp, Google Reviews

    • Favorite Feature: Cozy vibe, storytelling menu, rustic decor, and patio dining

    • Go-To Order: Pljeskavica (Balkan burger) + house red wine + photos for Instagram

    • Age: 65

    • Occupation: Retired nurse

    • Background: Croatian-Canadian, lives with extended family

    • Ordering Style: Dines in with grandchildren, orders takeout for holidays

    • Goals: Celebrate traditions and share her culture with younger generations

    • Frustrations: Overly modern spaces, loud music, small portions

    • Tech Comfort: Low – prefers calling to reserve or order

    • Favorite Feature: Traditional recipes, warm service, familiarity

    • Go-To Order: Roast lamb, baked potatoes, seasonal soup, homemade rakija

    • Age: 26

    • Occupation: Photographer / Content Creator

    • Background: Lives in East Vancouver, posts food reviews

    • Ordering Style: Dines in specifically for ambiance and visual appeal

    • Goals: Find visually stunning, story-rich places to recommend

    • Frustrations: Poor lighting, generic plating, no social presence

    • Tech Comfort: Very high – TikTok, Instagram, blogs

    • Favorite Feature: Vintage decor, outdoor patio, staff in traditional dress

    • Go-To Order: Mezze platter + Turkish coffee served in copperware

    • Age: 38

    • Occupation: Software Developer

    • Background: Grew up in Coquitlam, married with 2 kids

    • Ordering Style: Family dine-in on weekends, occasional delivery

    • Goals: Expose kids to global cuisine, enjoy hearty meals

    • Frustrations: Menus that lack kid-friendly options, long waits

    • Tech Comfort: High – Google Reviews, Uber Eats, SkipTheDishes

    • Favorite Feature: Patio seating, friendly staff, comfort food classics

    • Go-To Order: Family platter with Δ‡evapi, chicken skewers, fries, and ajvar

User Insights

Enhancing customer experience in impactful ways will strengthen Tenen’s legacy with their customers and local community.

Insights through the research revealed that Tenen customers truly value the restaurant and the unique, culturally-rich service it offers. By empathizing with their needs and feedback, the research informs which steps to prioritize in elevating and deepening their experience with their favorite local restaurant.

What matters to Tenen customers:

  • Enjoying a culturally traditional space for them to enjoy familiar dishes that feel like home.

  • Discovering new dishes and connecting to an authentic Eastern European culture in their local neighborhood.

  • Sharing and experiencing approachable, hearty, family style dishes with family and friends.

Why Tenen matters to their customers:

β€œTenen Restaurant is a cozy, culture-rich escape in Burnaby, offering authentic Serbian and Eastern European comfort food in a nostalgic, antiques-filled setting β€” bringing generations together over hearty meals, Balkan tradition, and warm hospitality.”

Product Direction & Prioritization

Standing out in the competitive landscape.

To help Tenen Restaurant stand out in the competitive landscape with their mobile app, it’s essential to align design decisions with user needs and business goals, by blending functionality, authentic storytelling, and accessibility.

The following are high-priority features prioritized for the product design and the reasons why:

    • Highlight menu, specials, culture

    • Drives engagement

    • Reflects unique value of Tenen

    • Core to revenue and essential for usability

    • Add high-res photos

    • Add Cultural context for storytelling opportunities

    • Helps differentiate from competitors and boosts food discovery

    • Key user expectation and differentiator

    • Trust and ease of use

    • Supports repeat business

    • Large text, screen reader

    • Important for older users

    • Inclusive design

    • Encourages repeat visits

    • Strengthens retention

    • Adds cultural inclusivity

    • Comfort for Serbian-speaking users

 

 Part 2: Ideate, Prototype & Test

Headline is the overall experience and outcome

The process to