For me, this job has always been a special one. Unlike SaaS products where users are often invisible and intangible, the value I deliver in the F&B industry is immediately visible. If the product is poorly designed, service staff will struggle through their shifts using it, going home completely exhausted. Customers, on the other hand, might leave the restaurant frustrated, writing negative reviews on Google Maps the moment they walk out. In this role, I was young and driven, pouring all my time into labor-intensive qualitative research. Whenever an idea felt unclear, I’d grab my bag and head straight to a restaurant to observe and validate. Because our goal was to create the best restaurant experience in the minds of our customers.