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Tap. Tap. Dine

ft. SmartScreen

Designing smart self-service kiosks for the restaurant & hospitality industry

Responsibilities

UI design

UX design

Deliverables

Hi-Fidelity Figma Design

Timeframe

3 months

Introduction

A little about

Smartscreen uses AI to personalize restaurant experiences. It analyzes customer data to suggest items they might like, improving sales and customer satisfaction. They offer tools like digital menus, self-service kiosks, online ordering, and marketing campaigns to help restaurants run smoothly and attract more customers.

My Role

I led the redesign of the Smart Kiosk system. I researched user needs, created wireframes, and built a prototype to make ordering easier and more enjoyable by creating a more intuitive user flow

Previous Kiosk display

Objectives

This project aims to redesign the smart screen kiosk ordering system's user interface and user experience, focusing on creating an intuitive and accessible experience.
Key objectives include:

Optimizing menu navigation and simplifying customization options for seamless ordering.
Ensuring clear order summaries and confirmations to minimize errors.
Providing accessible features for users of all technical abilities.
Improving overall customer satisfaction through a positive and efficient ordering experience.

Understanding the User

Why use kiosks in the first place?

Long wait lines

Social anxiety/ Feeling of being pressured or rushed to make quick decisions

Miscommunication with staff + ease in reviewing order

Persona
Name: Sarah Jones
Age: 28
Occupation: Marketing Manager
Tech Savvy: High
Fast Food Habits: Orders takeout or delivery 2-3 times a week. Prefers healthy options when possible.
Goals:
Wants a quick and efficient way to order food.
Appreciates customization options and the ability to see nutritional information.
Prefers a user-friendly interface with clear visuals and intuitive navigation.
Pain Points:
Gets frustrated with slow or confusing kiosk interfaces.
Dislikes having to wait in line to order, especially when lines are long.
Feels limited by the menu options at drive-thrus.
"I hate waiting in lines. Kiosks are great when they work smoothly"
Persona
Name: John Miller
Age: 42
Occupation: Construction Worker
Tech Savvy: Medium
Fast Food Habits: Orders fast food for the family 1-2 times a week. Values convenience and quick service.
Goals:
- Wants a fast and convenient way to order food for the whole family.
- Appreciates a clear menu board with easy-to-read options.
- Prefers combo meals and deals that offer good value for money.
Pain Points:
- Gets frustrated with long drive-thru lines and slow service.
- Dislikes having to repeat orders or make changes at the window.
- Feels overwhelmed by complex menus or unfamiliar fast-food terminology.
"A clear menu with pictures is helpful so everyone knows what they want."
Persona
"I need the screen to be easy to see and the buttons big enough to press."
Name: Mary Williams
Age: 62
Occupation: Retired Teacher
Tech Savvy: Low
Fast Food Habits: Orders fast food occasionally with friends or family. Prefers familiar menu items.
Goals:
- Wants a simple and user-friendly way to order food with minimal confusion.
- Appreciates large fonts, clear instructions, and voice assistance options (if available).
- Prefers familiar menu items and doesn't need extensive customization.
Pain Points:
- Gets intimidated by complex interfaces and touchscreens.
- Dislikes feeling rushed or pressured to make quick decisions.
- May have limited vision and difficulty reading small text.

Name: Sarah Jones
Age: 28
Occupation: Marketing Manager
Tech Savvy: High
Fast Food Habits: Orders takeout or delivery 2-3 times a week. Prefers healthy options when possible.
Goals:
- Wants a quick and efficient way to order food.
- Appreciates customization options and the ability to see nutritional information.
- Prefers a user-friendly interface with clear visuals and intuitive navigation.
"I hate waiting in lines. Kiosks are great when they work smoothly"
Pain Points:
- Gets frustrated with slow or confusing kiosk interfaces.
- Dislikes having to wait in line to order, especially when lines are long.
- Feels limited by the menu options at drive-thrus.
Persona
Name: John Miller
Age: 42
Occupation: Construction Worker
Tech Savvy: Medium
Fast Food Habits: Orders fast food for the family 1-2 times a week. Values convenience and quick service.
Goals:
- Wants a fast and convenient way to order food for the whole family.
- Appreciates a clear menu board with easy-to-read options.
- Prefers combo meals and deals that offer good value for money.
"A clear menu with pictures is helpful so everyone knows what they want."
Pain Points:
- Gets frustrated with long drive-thru lines and slow service.
- Dislikes having to repeat orders or make changes at the window.
- Feels overwhelmed by complex menus or unfamiliar fast-food terminology.
Persona
Name: Mary Williams
Age: 62
Occupation: Retired Teacher
Tech Savvy: Low
Fast Food Habits: Orders fast food occasionally with friends or family. Prefers familiar menu items.
Goals:
- Wants a simple and user-friendly way to order food with minimal confusion.
- Appreciates large fonts, clear instructions, and voice assistance options (if available).
- Prefers familiar menu items and doesn't need extensive customization.
"I need the screen to be easy to see and the buttons big enough to press."
Pain Points:
- Gets intimidated by complex interfaces and touchscreens.
- Dislikes feeling rushed or pressured to make quick decisions.
- May have limited vision and difficulty reading small text.
Persona

Problem statement

Existing Smartscreen kiosks arent ideal for all customers. How can I design a product which is a more inclusive, efficient, and enjoyable experience for everyone

Design

New Kiosk Display

Key features

My Account

English

Voice Order

Consistent Brand Integration: Prominent display of the restaurant's custom logo throughout the kiosk interface to reinforce brand identity and recognition.

Accessible Ordering Options: Enables accessible ordering through language options and voice commands, promoting inclusivity.

Intuitive Visual Navigation: Large, easily recognizable icons and simplified menu categories like "Just for You" and "Hot Right Now" minimize cognitive load and ensure a seamless browsing experience.

Value-Driven Promotions: Strategically highlights promotional offers to provide users with attractive deals and incentivize larger orders, creating a win-win scenario for both customers and the restaurant.

At-a-Glance Order Review: A readily accessible "My Order" summary allows users to easily review their selections and order total at any time, promoting order accuracy and reducing cognitive load.

Customizable Servings for Every Occasion: The "Individual Servings" and "Group Servings" features allow customers to choose the perfect portion size for any occasion, with the potential for unique customization options within each category, enhancing the overall ordering experience.

Intuitive Cross-selling of Sides and Beverages: The system intelligently suggests relevant sides and beverages, seamlessly integrated into the ordering flow, providing a convenient way for users to enhance their meal and for restaurants to increase sales.

Transparent Nutritional and Ingredient Information: Detailed nutritional information and ingredient lists are readily available for all menu items, empowering users to make informed dietary choices.

Maximizing Order Value with Targeted Checkout Promotions:

A "Last Chance Offers" section, appearing at the checkout stage, presents users with relevant and enticing offers designed to increase the overall order value for the restaurant by capitalizing on the user's current purchase intent.

Intuitive Payment Interface: A user-friendly payment interface clearly prompts users to initiate payment when they are ready to finalize their order.

Immediate Order Confirmation and Tracking: The system provides immediate order confirmation upon successful payment, displaying a prominent order number that enables users to easily track their order status.

Comprehensive Order Summary: A detailed order summary clearly outlines all items included in the order and the corresponding charges, ensuring transparency and minimizing potential billing discrepancies.

Wireframes

Prototype

These are non-interactive wireframes illustrating the user flow

Flow 1

Flow 2

Learnings

This fast-paced project offered a valuable learning experience in designing an application for a unique form factor, outside the typical smartphone or desktop context & I'm excited to see how it performs once live

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Sujay Noronha

sujaynoronha@gmail.com