Catering Order Form & UX Flow
Weckerly’s had no streamlined way to collect catering orders for ice cream sandwich events. The process relied on email communication, which led to missing information, unclear totals, and back-and-forth between customers and staff. The system needed to be automated, user-friendly, and able to handle complex logic around pricing, packaging, and delivery.
Research & Planning
The first step was identifying friction points in the existing ordering process. Many customers were unsure about order minimums, packaging requirements, and delivery options. To address this, I mapped out an ideal user journey from the initial inquiry to payment confirmation. The focus was on simplifying decision points and automating repetitive staff tasks wherever possible.
Form Design and Logic
Jotform Structure Overview
I built a fully responsive order form in Jotform that adapts in real time based on customer input. The form collects essential event details, including the customer’s name, email, event date, guest count, allergies, and any special notes.
When users select between Mini Sandwiches or Full Sandwiches, the form automatically loads the correct menu with flavor descriptions and quantity fields. Each section calculates sandwich totals and pricing as the user fills it out, ensuring full transparency.
The form enforces a $350 minimum order threshold and alerts users if they attempt to proceed without meeting that requirement. The form includes detailed microcopy to clarify each step, helping users understand the process without needing to contact the team directly.
Delivery & Packaging
After the sandwich selections and totals are complete, customers are asked whether they’d like delivery or pickup. If delivery is selected, the form prompts them to enter their address and displays a note that the delivery fee will be calculated and added after review. This is the only cost calculated manually by the team, since delivery pricing depends on distance, time, and other factors. If pickup is selected, the form prompts users to choose a date from the Rittenhouse shop calendar.
The form then automatically calculates cooler and dry ice packaging fees based on sandwich type and order size. These fees ensure the sandwiches remain frozen for up to 24 hours, accounting for both transport and event serving conditions.
Coolers are automatically sized to fit each order volume.
Dry ice slabs (5" x 5" x 2", 5 lbs each) are calculated with a 10 lb minimum, increasing for larger orders.
For mini sandwiches, the form determines how many boxes are required (50 per box) and calculates the corresponding dry ice and cooler needs.
For full sandwiches, it estimates how many fit per cooler and adjusts the dry ice total accordingly.
The calculated packaging fees include a service and handling surcharge to cover materials and preparation.
Based on whether the user selected mini or full ice cream sandwiches earlier in the form, the system applies the corresponding calculation set for that type and displays the accurate packaging fee. A note above the fee specifies which type (mini or full) is being calculated to confirm that the correct logic is applied.
The form then displays the user their estimated total based on their sandwich selection and packaging fees. Delivery is to be added by us after submission of the form, which is clearly stated on the form.
Payment Process
Within 24 hours of submission, the customer receives a message with their delivery fee, calculated by us. They can review and approve this total before moving forward.
Once both sides confirm the details, a second Jotform is automatically generated and sent to the customer for payment. This form references their original order, pulling in their name, email, and estimated total along with the finalized delivery cost that we insert upon confirmation. Payment is then collected securely through that form.
Outcome
The delivery and packaging flow provides customers with an accurate estimate of their order cost before confirming, including automatically calculated packaging fees and a pending delivery fee added after team review. Once the order is submitted, the catering team verifies details, adds the delivery fee, and sends a linked payment form referencing the original submission. This streamlined process keeps communication clear, ensures accurate pricing, and creates a smooth, reliable ordering experience.