Hailey Hsu
Product Designer
Duration
Jan 2024 - Dec 2024
Role
Product Designer
Collaborators
CEO, 1 Designer & 3 Engineers
Background & Challenges
In Taiwan, three major platforms—Inline, Eats365, and EZTABLE—control nearly 90% of the online reservation market. For most restaurants, adopting a digital booking system means choosing one of these providers. However, their rigid pricing models and setup requirements often do not fit the realities of independent restaurants, whose limited budgets cannot absorb high monthly fees or minimum booking volumes.
At the same time, independent restaurants typically operate with lean teams. Without a reservation system, staff are forced to handle calls for bookings, modifications, and cancellations —an exhausting and inefficient process that stretches already scarce manpower. This combination of financial and operational strain highlights a gap in the market: a solution tailored to the unique needs of small restaurants.
My Contribution
- Built key product features: real-time dashboard, business hours management, deposit booking, blacklist system, reservation notifications, customer preferences, booking rules and online ordering system
- Redefined the brand's visual identity
- Drove product iterations based on user interview insights
- Collaborated closely with the CEO to align design with business goals
GOAL
A flexible reservation system that lowers costs and reduces the workload for independent restaurants.
Screenshots
Redefining the Look and Feel
Previously, the blue color scheme had been criticized by customers as feeling dull and lifeless. In addition, due to the old layout design, much of the information could not be effectively presented.
Key improvements include:
- Shifting the main color from dark blue to a bright red, as research shows that red stimulates appetite and draws attention more effectively.
- Moving the main navigation from the top to the left side, aligning with modern dashboard usage patterns.
- Applying the primary color to buttons and notifications, helping users quickly identify actionable areas.
- Adding icons to create a more lively and engaging interface.
Building Customized Reservation Features
To address the diverse needs of different users rather than forcing users to adapt to the system, we decided to make all reservation features fully customizable.
For example, users can define which customers are eligible to make reservations, set specific tables as available or unavailable for online booking depending on the time, configure reservation windows for particular time slots, and require deposits for bookings above a certain party size.
Reducing Transaction Fees for Independent Restaurants
Another major topic we addressed was the need for independent restaurants to avoid third-party payment processing fees.
To meet this demand, we developed a feature that allows restaurants to collect reservation deposits through direct bank transfers instead of using third-party payment gateways.
Previously, restaurants needed to manually remind customers to pay their reservation deposits through messaging apps such as Facebook Messenger, Instagram, or Line.
This created an additional pain point: incomplete or missing transfer information from customers, making the reconciliation process challenging.
To solve this, we introduced:
- An automated deposit reminder system triggered immediately after a reservation is made.
- Email notifications sent to customers to prompt deposit payment.
- A standardized transfer confirmation form for customers to submit payment details.
- Automatic forwarding of submitted information to the restaurant via platform notifications.
Positive User Feedback
“We used to work with a reservation system, but the fixed monthly fees were just too heavy.
For a small shop like ours—where guest volume is low and quality matters most—it simply wasn't a good fit.
Eatsy offers flexible pricing that aligns with our operating rhythm. We have full control over when and how reservations open, depending on our needs.
More importantly, it turns the booking process into part of the customer experience—visually appealing, easy to use, and refined in design.
We also feel that the team behind Eatsy genuinely wants to grow with small businesses. Even if you're not a big client, you won't be overlooked.”
“We run a reservation-only private kitchen with a small space and a limited team.
I used to handle all the messages myself, and when things got busy, I would sometimes miss bookings.
After switching to Eatsy, guests can make reservations on their own. It gives me peace of mind to focus on prep work—and even on my days off, I can truly rest.”
Positive User Feedback
A reservation system that truly fits the rhythm of a small business
“We used to work with a reservation system, but the fixed monthly fees were just too heavy.
For a small shop like ours—where guest volume is low and quality matters most—it simply wasn't a good fit.
Eatsy offers flexible pricing that aligns with our operating rhythm. We have full control over when and how reservations open, depending on our needs.
More importantly, it turns the booking process into part of the customer experience—visually appealing, easy to use, and refined in design.
We also feel that the team behind Eatsy genuinely wants to grow with small businesses. Even if you're not a big client, you won't be overlooked.”
Private kitchens without a reception area can smoothly welcome guests
“We run a reservation-only private kitchen with a small space and a limited team.
I used to handle all the messages myself, and when things got busy, I would sometimes miss bookings.
After switching to Eatsy, guests can make reservations on their own. It gives me peace of mind to focus on prep work—and even on my days off, I can truly rest.”
Personal growth