01. Increase efficiency among staff while making drinksnd interacting with customers at the Espresso/Milkstation.
02. Prove that initial design is well suited for a fast food environment, without major overhaul of the system.
03. Ease staff to feel less stressed or overwhelmed.
Increase efficiency among staff while making drinks and interacting with customers at the Espresso/Milkstation.
Mobile orders experience delays, requiring manual adjustments by staff even though it's beneficial to be aware of incoming orders.
Implement a real-time notification system for mobile orders to ensure timely visibility. This solution aims to eliminate the need for manual adjustments, allowing for a smoother and more efficient order processing. The screens at the bottom show a smoother process for pre ordering baked goods.
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Original Process for selecting Mobile Orders New Process for receiving Mobile Orders
There is no efficient way for customers placing orders through the app to be informed of item unavailability. Current processes require customers to physically visit the store, inquire about missing items, and wait for the line to subside to process a refund.
Implement a real-time notification system for app users when an ordered item is sold out. This allows customers to be promptly informed, facilitating efficient refunds without the need for them to line up to speak with the Cashier.
New Process for ordering Baked Items
The video at the top shows an option to refund quickly, and allow the Barista to multi-task while they make orders.
The video at the bottom shows an option to search for an order from another time, and refund a specific part. If they require more details about their refund; they would approach the Cashier.
Rapid Refund Option Option to redo Drink
Prove that initial design is well suited for a fast food environment, without major overhaul of the system.
When recalling closed orders for refund or modification, only customers who ordered through the app have their names displayed. Manually clicking each tab is required to identify orders, even if the name has been entered.
Added the following types of search options:
• Adding search bar
• Adding most common first letter of names given that day
• Switching to show mobile orders
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Original (1) Method of Searching for Orders 3 Methods of Searching for Orders
No option to transfer to other tablet option via Airdrop or Bluetooth which wastes the Barista’s time. There should be a more efficient way of setting up a system where when the iPad crashes, it immediately gets a notification to connecting iPad/tablet’s to reopen on their screen.
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Ease staff to feel less stressed or overwhelmed.
• Information Overload: Users feel overwhelmed by the current design, making it difficult to focus.
• The colour choices lack clear meaning, contributing to the feeling of distress.
• Private Comments Shown: The comment section is included on receipts, both by customers and staff. There should be a distinction as the comments made look unprofessional, and too casual disturbing the brand image.
• Cleaned up tabs; generally kept everything the same, kept the same colours, layout
• Simplified colour palette across screens
• Differentiated comments by customers and staff by colour
• All new additions relate to the existing branding style
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Adjusted Hamburger Menu to Simplify Screen
Conclusion
Through this process, I learned how to identity specific issues within a system and what works well. This case study revealed that while the KDS app functioned well in slower cafes, it could be optimized better for fast-paced environments to reduce user stress. Recognizing user stress, especially when subconscious workarounds are formed, is crucial for effective design.
Through this project, I honed valuable skills: user observation, identifying system flaws, navigating strong constraints/limitations, and maintaining brand identity while creating solutions. Ideally, future iterations would involve testing these solutions in the cafe and gather user feedback. It would also be beneficial to test iterations in other fast paced cafes, see if they experience similar issues and how they have tackled them. Additionally, exploring prototyping methods currently used by FreshKDS would be very insightful for my future as a designer.
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