Brinker-TMH

The core focus of the TMH redesign was to make the product more intuitive for team members—ensuring they could take orders with confidence and ease. By simplifying the visual design and clarifying item structures, we aimed to reduce confusion and help team members navigate the system more naturally.

We prioritized features that empowered staff to become true menu experts, surfacing essential details like forced modifiers and line builds at just the right moment. Streamlining flows like split checks also contributed to smoother, more efficient interactions.

Success was measured by how quickly team members could ramp up, how naturally conversations flowed during order-taking, and how few taps it took to complete a task—making the experience smarter, faster, and more supportive.

Feedback

Team members expressed frustration because they didn't know what ingredients belonged in certain items.

“I have no clue what ingredients go in this Margarita, how am I supposed to answer the guest’s question and modify correctly? I feel bad having to annoy the bartender.”

Feedback

There was no standardized approach for charging customers for added sides or ingredients.

The current TMH design left pricing decisions up to individual team members' discretion. This resulted in team members creating their own rules, causing operational chaos.

Feedback

Team members frequently abandoned the TMH for the POS.

Due to negative experiences with the TMH, team members avoided using certain features entirely. Instead, they would log out of the TMH, walk to the POS terminal, log in, and complete their tasks there.

I love it! It’s just faster, it’s more efficient. It’s easier to use than the one we have now. There’s a lot of functions that are in the back of my head while I’m serving that I think would be cool to add, and many of those are here in what I saw today. When are we getting it?!”

The TMH re-design is fantastic, modern and simpler. TMs training on this new version will find it so much easier – it’s going to make it easier for them to figure out how to ring in their drinks properly – and it’s going to make interacting with guests and getting everything done quickly much easier.”

As somebody who typically doesn’t like to use the iPads, I would be more inclined to have an iPad on me. This is a simpler system for people who aren’t so technologically advanced. Everything is more laid out for you. It feels clearer. Overall legibility and accessibility is better, it’s more user friendly.”

I like that you can do a lot more with this setup than the last one. I love it. It’s so much easier. I have a team member who really struggles with the handheld, and I think this will help her tremendously. This design could cut down training shifts in general to 2 or 3 days.”

Redesigning Front-Line Restaurant Operations

My Role

Project Duration