Cafe Project
Digital Ordering Experience
Overview
A hybrid 'Scan-to-Order' system and predictive mobile web interface designed to eliminate POS bottlenecks during high-volume rushes.
Role
Lead UX Researcher & Designer
Timeline
8 Weeks
01. Problem
02. Research
03. Strategy
04. Execution
05. Outcomes
01. The Problem
A high-volume artisanal cafe was experiencing massive bottlenecks at the POS during morning rushes, leading to abandoned orders and frustrated regular customers.
02. Research & Insights
Shadowed baristas for three days. Mapped the entire floor plan and measured average queue times during peak hours (8 AM - 10 AM).
Key User Insights
- 01.60% of morning orders were identical repeats from regular customers.
- 02.The existing POS flow required 4-5 taps to input a standard order, slowing down the line.
- 03.Customers hated downloading apps for single-location cafes.
03. Strategy & Design
Core Strategy
Implement a lightweight, browser-based 'Scan-to-Order' system paired with a predictive interface that remembers past orders (via LocalStorage) and suggests one-tap reordering.
Design Process
Focused on an appetizing, image-forward menu interface with high-contrast typography. Created a frictionless, account-less checkout flow utilizing Apple Pay and Google Pay.
04. Execution & Challenges
Implementation
Designed the end-to-end user journey, from the physical table-tent QR codes to the digital menu, the checkout flow, and the kitchen display system (KDS) for the baristas.
The Challenge
"Balancing beautiful UI with load times. High-res images of food look great but slow down the initial load over 4G connections."
Learnings
In F&B, speed trumps aesthetics. We initially designed a beautiful, animated menu, but stripped out the animations after testing because they artificially delayed the perception of speed for customers in a hurry.
05. Outcomes
Reduced average queue time during peak hours by 40%.
Increased average order value (AOV) by 15% through strategic cross-selling in the digital flow.
Freed up one barista entirely from POS duties to focus on fulfillment.