Content Design | New Features

The Challenge

Lightspeed Restaurant customers struggled with the concept of the combo feature, often misunderstanding what it represented and how to configure it properly. This resulted in a high number of support tickets. I worked with the Product Manager and Lead Designer to rework the feature in a way that our users could understand.

The content needed to be delivered in Lightspeed's voice, with a clear, informative and engaging tone.

Below is a snapshot of my content strategy and screenshots of the new page.

CONTENT STRATEGY

Purpose & Goals

Reduce the number of support tickets related to the combo feature
Provide clear and engaging explanations of what a combo is and how it works
Simplify messaging to make configuration feel simple and intuitive
Ensure content aligns with Lightspeed’s brand voice: clear, professional, and supportive

Audience

Primary: Restaurant managers and staff responsible for menu setup

Secondary: Front-of-house staff who use combos in daily workflows

Pain Points

Unclear definitions of “combo” and its use cases
Difficulty configuring combos in the back office app
Increased support requests and training time

Content Approach

Use plain language to define what a combo is and when to use it
Provide step-by-step guidance with screenshots of the updated UI
Highlight real-world examples (e.g., “Burger + Fries + Drink”)
Offer tooltips and contextual help inside the back office to guide setup

Content Types & Formats

In-app help text and tooltips for real-time guidance
Knowledge base article explaining combos with examples
Short video or GIF walkthroughs embedded into the help center
Email or release note announcement highlighting improvements

Messaging & Brand Voice

Tone: Clear, professional, approachable.
Voice: Plain language, benefit-driven, empathetic
Focus on benefits before details
Use real-world restaurant examples to make instructions relatable
Be empathetic to time pressures in restaurants: instructions must be quick to read and easy to act on

Measurement & Success

Track reduction in combo-related support tickets after launch
Measure engagement with knowledge base content (views, completion rates)
Gather user feedback through support teams and in-app surveys
Monitor successful configuration rates of combos post-redesign

Outcome

The reworked content helped clarify the purpose of combos, simplified the configuration process, and aligned with Lightspeed’s brand voice. Customers felt more confident using the feature, and support tickets related to combos decreased.

**More work is needed: there is conversation around the need to further rework this feature, as its intended use has evolved since it was initially designed. Further discussions are required.

DESIGN ASSETS

Sample Screens
Below are screens of the combo section in Lightspeed Restaurant's administrative back office.