resy
wait list functionality that allows users to join a restaurant's wait list remotely, receive real-time updates, and secure a table when reservations are unavailable.
duration
apr-jun, 2026
services
#
user research
#
ux/ui design
the problem
when reservations aren't an option
resy is a restaurant reservation platform that helps diners discover and book dining experiences.
diners frequently encounter fully booked restaurants on resy and have limited visibility into same-day seating opportunities. to secure a table, users often leave the platform to call restaurants, join separate wait list systems, or visit in person, creating a fragmented and frustrating experience.
research goal
how do diners respond when reservations are unavailable?
research objectives
exploring what diners need when plans change
through user interviews, i wanted to:
understand how diners currently respond when reservations are unavailable.
identify pain points in the current reservation and walk-in experience.
determine what information users need before joining a wait list.
assess users' trust in digital wait list systems and what influences their confidence.
research insights
across all interviews, when reservations are unavailable, users either pivot to another restaurant, decide not to dine out, or join notification lists with very low expectations. the biggest frustration was not the lack of availability itself but the lack of visibility into what happens next.
users want accurate wait times, position in line, likelihood of receiving a table, real-time updates, and ability to join a wait list remotely.
100%
ranked ability to join remotely most important
4 of 5
users identified uncertainty as the biggest wait list obstacle
100%
experience stress & anxiety when reservations are unavailable
persona
ideation
making the wait feel more certain
how can I help diners who don’t plan reservations far in advance feel less stress and uncertainty when searching for a restaurant? will users want more visibility into wait times and table availability before deciding where to dine? how can a wait list feature be integrated into the resy platform to create a more seamless and confident dining experience from discovery to arrival?
design
designing a clearer path to the table
initial wireframes focused on building out an easy to navigate UI that would narrow in on a few key opportunities:
wait list success indicators
provide users with historical success rates and estimated wait times, helping them feel more confident and informed before joining a wait list.
join the wait list remotely
allow users to join a virtual wait list directly through Resy, track their progress, and receive updates as their seating time approaches.
visibility & transparency
give users insight into their place in line, estimated seating time, and wait list movement, reducing the uncertainty of waiting without knowing what happens next.
testing objectives
validate concept. i wanted to understand whether the experience solved users' biggest pain points and if the features felt useful, intuitive, and valuable.
confirm feature placement. i wanted to ensure that the wait list feature is where the user expects it to be within the app.
observe the user journey. watching first time users navigate joining the wait list would help identify where they moved through the experience with confidence and where they encountered confusion or friction.
usability results
giving diners a clearer next step
there was a very high satisfaction level among testers with zero difficulty locating the feature and simultaneously increasing their confidence by providing a clear next step when reservations were unavailable.
100%
of users successfully joined the wait list with no confusion
4 of 5
users felt confident in what to expect after joining the wait list
100%
of users would be extremely likely to use the feature if it existed today
iterations & refinements
users who experienced hesitations stated they wanted greater visibility into their wait list progress, including how many parties were ahead of them, their position in line, and additional updates after joining. so while the wait list flow solved the initial challenge of securing a spot, i wanted to add permanent solutions that would increase transparency and boost users’ confidence throughout the waiting process.
final prototype