If Users Need to Call the Store, the App Has Failed

A routine mobile order revealed a cascade of UX failures — from missing dietary labels to a defensive in-store response. This is what it exposed about transparency, trust, and inclusive design. It began on a weekend afternoon. I picked up my phone to order food from the Tim Hortons app like I typically do. I ordered Potato Wedges, two varieties of doughnuts (because it was National Doughnut Day),…