In this Insights Unlocked episode, Toast’s Jehad Affoneh describes the ‘pulling the thread’ methodology to solve complex problems.

Episode web page

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Episode Description:

In this insightful episode recorded at the UXDX conference in New York City, host Nathan Isaacs talks with Jehad Affoneh, the Chief Design Officer at Toast, to delve into an innovative methodology his team employed to enhance the customer experience for Toast's 100,000+ restaurant customers.

Toast is a restaurant point of sale and management system that helps restaurants improve operations, increase sales and create a better guest experience.

Key Themes:

• Pulling the Thread Methodology:


• Addressing complex problems by finding the right thread in a tangled ball of yarn and pulling it to untangle the complexity.


• Steps to Implement:


• Identify pain points from both customer and internal perspectives.


• Find themes within these pain points to locate scalable solutions.


• Test these solutions with a cohort of customers to validate effectiveness.


• Challenges in the Restaurant Industry:


• Restaurants operate in fast-paced, high-stress environments with frequent technical issues.


• Reflections on the Journey:


• The rewarding nature of working at Toast, making daily impacts on real people and communities.


• The satisfaction of seeing long-term projects come to fruition and positively affect customers.

Additional Resources:

• Toast website


• UXDX Conference


• UserTesting

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