Start by clarifying the scope: focus on OpenTable's post-booking experience (after reservation is made). Identify the worst experience through a user-centric lens, then prioritize improvements based on impact and feasibility, aligning with DoorDash's ecosystem.
Pro tip: Show empathy by walking through a specific user journey (e.g., last-minute cancellation) to highlight pain points, and tie improvements to business metrics like retention and restaurant partnerships.
Define what 'post-booking experience' includes (e.g., confirmation, reminders, changes, check-in, post-meal) and confirm the goal is to improve the worst one.
Use data or hypothetical scenarios to pinpoint the most painful experience, such as last-minute reservation changes or no-show handling, considering both diner and restaurant perspectives.
Evaluate potential solutions using a framework like RICE (Reach, Impact, Confidence, Effort) to prioritize the most impactful and feasible fix.
Detail a specific improvement, such as a seamless rebooking flow or proactive waitlist management, and explain how it addresses the pain point.
Define metrics to track success, such as reduction in no-shows, increased diner satisfaction, or improved restaurant retention.
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