Design Challenge Brief

A restaurant serving Javanese cuisine faces the challenge of a traditional ordering system that requires customers to queue directly at the cash register. This leads to long queues, especially during peak hours or when customers come in groups. Using a physical menu is also inefficient because it is easily damaged, inflexible to update prices or information, and difficult to dynamically display promotions.

In addition, the ordering process is still manual, requiring the cashier to receive and record the order before sending it to the kitchen. This makes the process slow and not optimized. Meanwhile, most customers prefer cashless payment methods over cash.

Business objective:

The restaurant owner wanted to improve operational efficiency and the quality of the customer experience by developing a walk-in ordering app. This app will allow customers to

• View an up-to-date digital menu

• Place orders independently without waiting in line

• Make cashless payments directly from the app

• Ensure orders are automatically entered into the POS system and kitchen

• Make it easier for staff to deliver orders to customers' tables

Design Challenge:

• Create an intuitive and easy-to-use interface for users of all ages and backgrounds

• Simplify the ordering process to increase efficiency and minimize errors

• Provide an attractive, easy to understand and easy to update menu display

• Integrate seamless, secure digital payment options

• Streamline workflows so orders can be received and processed in the kitchen immediately

Problem Understanding

They struggle with an ordering system that requires customers to line up directly at the register. This results in long lines, especially when customers come in groups, so the line can snake. This traditional system becomes even more inefficient if you still use physical (paper) menus to select food. These physical menus quickly become faded after a long period of use, which can affect the customer's experience when selecting a menu. In addition, if there are any changes to dates or prices, the menu must be manually updated by reprinting it. To display promotions, restaurants also need to replace the displays on a regular basis.

This problem is exacerbated during certain hours, when the ordering process becomes very inefficient and time-consuming. It can take customers up to 15 minutes to place an order. In addition, most orders are still placed manually, with the cashier taking the order before sending it to the kitchen. Most customers also use cashless payments, while those who use cash are very rare.

The restaurant owner's goal was to create a walk-in ordering app that would allow customers to order and pay independently. Once the order is placed, it goes directly to the cashier's POS system and the kitchen prepares the order. Once the order is ready, an employee will deliver it directly to the customer.

Problem Points

Affinity Diagrams

Problem Statements

Long queues at the cashier for menu orders are inefficient because they still use manual methods, which is also influenced by the process of selecting existing menus and how to pay.

Solutions

• Creation of walk-in order application → With the flow of customers can order their own menu they want through the application.

• Displaying the Menu → The menu displayed on the screen will be clear, especially since the owner will also hire a photographer for the food photos.

• Display menu section → To make it easier to categorize the menu so that customers can go directly to the menu they want.

• Payment → Display the payment method on the application.

Additional ideas/solutions:

• Do not eliminate manual ordering → Because what is sold here is Javanese cuisine, so consider who will come there from many age variations, and not everyone can use the application like older customers.

• Reward → Provide points/rewards to customers who have ordered.

• Up-sell and cross-sell → Recommend additional food/drinks.

• Takeaway Order → Add functionality for customers who want to order without waiting in line.

• Special Discounts → Add a section for menus that are currently on discount.

• Scan QR to open app → For more efficiency, add a QR code on the table to open the app. Each QR contains a table number, so customers can find their first seat and order immediately.

• Order Tracking → It will be very useful to know the estimated delivery time of the order.

Flow

Lo-Fi

UI Design

For the components, I used the system design I made earlier, using the Designosaurus system design.

Color Reference

Here I define only a few colors to meet the needs of this design challenge.

Mockup

Prototype

For a simple prototype, see here.

Usability Testing

Due to time constraints, I used survey testing for the usability testing. There were 5 participants in this test. For further improvement, many feedback points from the participation can be considered here.

I used a Google Form to ask some questions to get some opinions and feedback during the testing phase. Results can be found here.

This testing is arguably not the proper way. But from this testing there are several points and feedback that can be used as improvements and further iterations.