How Hotjar Helped Me Transform the Canteen Management System

Let me tell you a story. A year ago, I started working on the Canteen Management System for Inlogic IT Solutions. The vision was to revolutionize canteen operations for schools, offices, and catering businesses with a web-based platform that simplifies processes like inventory management, real-time reporting, and cashless payments. At first glance, the system seemed ready to address key industry needs. However, after the initial launch, we noticed engagement wasn’t as high as expected. That’s when I turned to Hotjar, and it changed everything.

The First Step: Seeing What Users See

Hotjar’s heatmaps became my starting point. This feature allowed me to visualize where users were clicking and interacting most within the system. The heatmaps revealed a surprising insight: users were heavily interacting with the inventory management feature, far more than anticipated. However, they were spending significant time searching for basic functionality, indicating inefficiencies in the design.

Based on this, we reorganized the inventory management interface. We added low-stock alerts and enhanced the search functionality so users could easily locate items. These changes streamlined operations for canteen staff, reducing the time spent on inventory tasks by 40%.

Walking in Their Shoes

Hotjar’s session recordings allowed me to watch real users interacting with the system in real time. Watching these recordings was an eye-opener. One session, in particular, stood out: a corporate canteen manager struggled to generate reports because the reporting feature wasn’t easily accessible.

To address this, we redesigned the reporting dashboard, making it a prominent part of the main navigation menu. We also added pre-built report templates, allowing users to generate commonly used reports like sales summaries or stock usage with a single click. This adjustment led to a 25% increase in the use of the reporting feature within weeks.

Listening to the Voice of the User

While heatmaps and session recordings provided valuable behavioral data, Hotjar’s feedback tools helped us directly connect with users. We added a widget asking users, “What could make your experience better?”

One recurring piece of feedback came from schools and offices about cashless payment options. They loved the idea but found the setup process cumbersome. Employees struggled to link their payment methods, and staff had difficulty managing card balances.

Based on this input, we completely reworked the cashless payment system:

• Added step-by-step instructions for linking payment methods.
• Simplified the balance management process for administrators.
• Introduced QR code payments as an alternative.

These improvements resulted in faster adoption of the cashless payment feature and a sharp decline in support requests.

Finding the Bottlenecks

Using Hotjar’s conversion funnel analysis, I identified a significant drop-off in the real-time order tracking feature. Canteen staff were hesitant to rely on it because the tracking system wasn’t visually intuitive.

By replaying sessions, I discovered the issue: the interface was cluttered, and critical data like order statuses and preparation times weren’t clearly displayed. We addressed this by:

• Designing a clear timeline view for orders in progress.
• Adding color-coded statuses to indicate delays, completed orders, and cancellations.
• Implementing a notification system for order updates.

After the update, staff reported that the real-time tracking feature saved them significant time during busy hours and improved customer satisfaction.

A New Way to Design

Hotjar didn’t just help me refine individual features; it redefined my entire approach to designing the Canteen Management System. Previously, I relied on assumptions and client feedback. With Hotjar, I made data-driven decisions based on real user behavior.

For example, insights led to improvements across key features:

• Inventory Management: Enhanced with better search functionality and low-stock alerts.
• Reporting Tools: Redesigned for ease of access and usability.
• Cashless Payments: Streamlined to simplify setup and management.
• Order Tracking: Improved with intuitive visuals and real-time notifications.

These changes not only enhanced usability but also aligned the system with the day-to-day needs of canteen staff and administrators.

Read More: 5 Challenges Schools Face with Canteen Operations

Why Hotjar Matters

Today, Hotjar is an indispensable part of how I manage and improve the Canteen Management System. It’s more than just an analytics tool—it’s a bridge between design and user needs. Whether it’s a school administrator tracking inventory or a corporate client managing payments, Hotjar helps us identify pain points and address them effectively.

This system, now equipped with features like real-time order tracking, customizable reporting, and cashless payments, has become a powerful tool for modern canteen operations. These improvements are directly tied to the insights we gained from Hotjar.

Your Turn

If you’re working on a digital product like the Canteen Management System, I highly recommend using Hotjar. It helps you step into your users’ shoes, uncover their frustrations, and design solutions that truly make a difference. Trust me—once you start seeing your product through their eyes, your designs will never be the same.