HOREKER
Self-service kiosk
Android App
Project duration:
03 June - 10 July 2023
Operating system:
Android 9.0 and above.
My role:
UX designer, UX researcher, UI designer.
Responsibilities:
user research, information architecture, wireframing, prototyping, visual design, user testing, collaboration, and documentation.
Tools:
Figma, Illustrator.
Project Overview
Horeker - Self-service app that allows clients to choose and pay for goods independently, automating sales and service in fast food restaurants.
Problem Statement
Clients are cafes and restaurants who need to place an order quickly and accurately without standing in line, because they want to reduce waiting time, receive an accurate receipt, and control the process.
💡 Customer Promises (User-Centered Goals)
- Reduce waiting time
- Reducing order errors
- Possibility of daily updating of the menu
💼 Business Goals
- Increase the performance of a person
- Increase the average check
- Monitor traffic and customer behavior to reduce workload
- Reducing order errors
- Orders are sent directly from the Self-service Application to the line
🔍 User Research
The study showed that to improve the user experience when using a Self-service Application in a cafe, it is necessary to develop an intuitive interface with simple instructions, provide a help function by calling a consultant, and add multilingual capabilities. Other improvements include menu search options, discounts for additional products, an on-screen order status tracking system, and large, easy-to-read fonts.
Qualitative User Research
In-depth interviews were conducted with different users to understand their experiences and needs better. The interview focused on user preferences and the most convenient aspects of similar applications.
Lack of intuition
To improve the process of finding a self-service checkout, it was proposed to place bright signs and signs so that customers can easily find the checkout when they arrive at the cafe.
Adding search by dish
To improve the customer experience and facilitate the process of choosing dishes, it was decided to introduce a menu search function. The customer will be able to enter the name of the dish or keywords and the system will provide a list of the corresponding dishes. This will allow customers to quickly find the positions they are interested in, especially if the menu is quite extensive.
Call Advisor
In order to provide assistance to customers who may experience difficulties with an order or have questions, it was decided to include the Call Advisor function. On the screen, there is a button with a question symbol, clicking on which the client will be able to request assistance from the staff. This will provide personal service and respond quickly to customer requests, creating a positive experience with the Self-service Application.
Wireframing &Prototyping
Considering the results of user research and competitive analysis, paper wireframes were developed.
Paper wireframes
Low-Fidelity prototypes
High-Fidelity prototypes
Usability Testing
The goal of this test was to assess the effectiveness, usability, and user satisfaction when interacting with the Horeker app. The testing focused on identifying problematic areas and opportunities for improvement to make the app more intuitive and user-friendly.
Methodology
We conducted testing with a group of 10 participants from different age groups and levels of experience with the Self-service Application. The test was organized around key tasks, such as navigating the menu, completing an order, adding special instructions, using the help function, and interacting with errors.
💡 Testing Conditions
- Participants used the app on Android devices with version 9.0 or higher.
- Each participant completed a series of tasks, during which their actions, task completion time, and difficulties were recorded.
💡Tested Tasks
- Menu Navigation: Participants had to find and select a dish from the menu.
- Completing an Order:: Participants had to complete the entire ordering process, including adding additional items and confirming payment.
- Adding Special Instructions: Participants had to enter any special instructions (such as dietary preferences or allergies) for their order.
- Using the "Consultant" Function: Participants were asked to request assistance using the "Consultant" feature.
- Add Promo Code: Participants needed to apply a promo code during the order process.
- Select Language: Participants were asked to select their preferred language for the app.
Key Findings and Recommendations
- Help Function: The "Consultant" feature should be placed in a more accessible and visible location.
- Error Handling: Clear and understandable error messages will improve the user experience, especially in the case of technical issues.
Results
| Task | Success Rate | Grade |
|---|---|---|
| Menu Navigation | 90% | A (Excellent) |
| Completing an Order | 90% | A (Excellent) |
| Adding Special Instructions | 80% | B (Good) |
| Using the "Call Consultant" Function | 100% | A (Excellent) |
| Add Promo Code | 100% | A (Excellent) |
| Select Language | 100% | A (Excellent) |
| Overall | 93% | A (Excellent) |
Conclusion.
The results of the usability testing of the Self-service Application revealed several areas that require improvement, particularly in the order process and error handling. Implementing these improvements will help create a more convenient and enjoyable user experience, which will, in turn, lead to higher customer satisfaction and achievement of business goals, such as reducing wait times, minimizing order errors, and enhancing service quality.
Accessibility
Future Directions
- User Registration: Introduce a user registration feature to enhance personalization, allowing users to create accounts, track orders, and save preferences.
- Email Receipt Delivery: Add an option for users to receive their receipts via email, providing an eco-friendly alternative to paper receipts.
- Loyalty Programs: Implement a loyalty program where users earn points for purchases to encourage repeat usage.
- Enhanced Analytics: Leverage user data to optimize navigation, refine menu offerings, and create personalized recommendations.
Impact
- I designed an intuitive interface that reduces the number of steps needed to place an order. This helped customers order quickly and accurately, saving time.
- The daily menu offered a wide variety of choices, which improved customer satisfaction and increased average order value.
- Fields for special instructions and dietary needs helped the kitchen receive clear, accurate requests, leading to better service.
- The built-in “Consultant” feature allowed direct communication with customers, building trust and connection.
- The UI was visually appealing and followed accessibility standards. I also created a reusable component library using Auto Layouts, which made development faster and easier.