LOKE Order Scheduling
Redesigning order configuration and scheduling across both merchant configuration and the customer ordering experience.
Role
Senior Product Designer
Platform
Web (Admin portal)
Product
B2B Order Management
Project Timeframe
In progress
Who are LOKE?
LOKE is a hospitality technology platform providing white-label loyalty, ordering, and operational tools to enterprise and multi-location brands. The ecosystem spans customer-facing mobile and web experiences alongside a merchant administration platform (LOKE Office).
Project Summary
Scheduled ordering at LOKE was historically managed through legacy POS integrations rather than directly within LOKE Office. This limited merchant visibility and control over how availability and future orders were configured. We set out to bring order configuration natively into Office, creating a centralised and more intuitive way for merchants to manage scheduling - while rethinking the customer-facing experience to reduce friction and better reflect real-world availability.
The project evolved into a cross-platform redesign, redefining scheduling across both the merchant platform and customer app. By aligning back-of-house configuration with front-of-house ordering behaviour, we established a more scalable and transparent scheduling framework.
The Challenge
The primary challenge was not simply adding configuration into LOKE Office, but redefining how scheduling functioned across the ecosystem. The challenge was to centralise control without increasing complexity and to align operational logic with intuitive mental models across both merchant and customer platforms.
Scheduled orders were governed by external integrations, with limited control surfaced within Office. This created fragmented ownership of availability logic and reduced merchant visibility into how future orders behaved across customer platforms.
Bringing scheduling natively into Office required:
• Establishing a clear source of truth for ordering hours
• Defining how standard hours, overrides, and future orders should interact
• Ensuring that the merchant configuration translated predictably into the customer experience
Key Pain Points
• Availability rules were complex and involved different layers
• Overrides lacked clarity
• Scheduled orders behaved differently from standard orders
• The current configurations from various POS integrations limited scalability for future improvements
Research & Discovery Phase
Discovery
I partnered with the Product Manager and two engineers to run a series of collaborative workshops focused on mapping how scheduled ordering interacted with the broader online ordering ecosystem.
We created a system map to visualise:
• The relationship between standard orders and scheduled orders
• How availability rules are applied
• How overrides interacted with standard hours
• How configuration in LOKE Office translated into customer facing outcomes
The initial workshop helped surface assumptions, hidden dependencies, and areas of ambiguity within the current model.
Workshop Session
We ran a workshop to define the relationship between the ordering variables. We mapped merchant configuration settings on the left against the scheduling timeline on the right. This helped us see how global dates, exclusions, and time blocks directly shaped the order availability window and deferred order behaviour.
Analysis & Planning Phase
Visualising the system hierarchy
I translated the workshop outputs into a systems hierarchy diagram to define how scheduling should be structured. This clarified the relationship between location hours, standard online orders, recurring rules, buffers, overrides, and how scheduled order windows sit on top of that logic.
Mapping the user flows
These user flows visualise how merchants configure standard and scheduled orders, including buffers, pauses, overrides, and date-based rules. Mapping both flows side-by-side helped ensure scheduling logic remained consistent and scalable.
Wireframing
Following system mapping, I translated the defined scheduling logic into structured wireframes within LOKE Office, aligning the configuration model with our existing design system and component behaviours.
Prototyping & Behaviour Validation
Following wireframing, I developed interactive prototypes to validate rule behaviour, override logic, and time-based dependencies before engineering implementation.
To accelerate iteration, I translated my user flows and system diagrams into structured prompts, using ChatGPT and Figma Make to rapidly generate interactive prototypes. This allowed us to pressure-test configuration logic, validate edge cases, and align behaviour with engineering constraints prior to build.
Impact & Learning
This project is currently in active development, with the scheduling framework being implemented in phases. Early feedback from engineering confirmed the overall system direction was aligned and technically feasible.
Initial wireframes, however, revealed a key challenge: the configuration model was highly rule-driven, and LOKE Office is not suited to dense, input-heavy screens. This prompted a refinement toward smaller rule sets and clearer progressive disclosure to balance flexibility with usability.
Key Takeaways
• Less is more - Too many inputs on one screen quickly becomes overwhelming
• Clarifying system logic early in the process saves time during build
• Powerful configuration works best when it’s layered and revealed step-by-step
© 2026 by Ariana Yeung