UX-UI designer Yuliia Bondareva

Project Overview

Horeker - Self-Order Application 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 check size
Monitor traffic and customer behavior to reduce workload
Reducing order errors
Orders are sent directly from the Self-Order Application to the line

🔍 User Research

The study showed that to improve the user experience when using a Self-Order 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-checkout.

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 self-service kiosks. 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./li>
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 "Call Consultant" Function: Participants were asked to request assistance using the "Call 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 "Call 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 Horeker app for self-service kiosks 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.

Reflections from This Project

Understanding user pain points was key to designing a more intuitive and accessible self-ordering experience.
Collaboration with stakeholders ensured alignment between business goals and user needs.
Iterative prototyping and testing allowed for refining features to enhance usability and efficiency.
This project highlighted the importance of user-centric design in driving customer satisfaction and operational success.