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VICTORIA BEVAN
UX Researcher & Designer
Queue outside Franco Manca when conducting site visit
Context
For our 3rd project at General Assembly we were given a brief for a concept project for Franco Manca. The use of at seat ordering and payment systems is a growing trend in the restaurant industry. Franco Manca have seen an opportunity here to help alleviate queues and wait times for customers.
Problem
Franco Manca would like to launch an at seat ordering and payment system that would allow customer interactions with waiters to be less functional and more fun. Payment and ordering had to be split to allow for customers choosing to do one or the other through the system.
My role included:
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Focusing on ethnographic research methods to uncover crucial behaviour
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Championing Nielsen’s Heuristics — particularly match between system and the real world, and user control and freedom — to ensure our design would not take away from the dining experience
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Creating wireframes for the payment section, rapidly iterating from a paper to hi-fi prototype
Teammates | Elaine, Romain, Marlon
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Design process | Iterative, lean, user-centred
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Duration | 2 weeks
Process & techniques employed
Research phase
Competitive analysis - Site Visit - Survey - Interviews - Contextual Inquiry - Affinity Mapping - Persona
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Design phase
Device consideration - Scenario - Design Studio - Feature Prioritisation - User Flow - Moodboard - Style Guide - Sketching & Wireframing - Rapid Prototyping - Usability Testing
Assessing McDonald's ordering and payment kiosks
Interviewing kiosk users
Conducting contextual inquiry with two Franco Manca customers
Affinity mapping with the rest of the team
Device and physical considerations
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Discussing concepts during Design Studio
Pitching my ideas during Design Studio
Sketches from Design Studio showing 'order status'
Sketches from Design Studio showing on-boarding and interaction with waiter
Pitching our work so far to the rest of the class to gain valuable feedback
Testing our mid-fi prototype
Menu screen iterations - paper
Menu screen iterations - mid-fi
Menu screen iterations - hi-fi
How did we solve the problem?
A tablet application that is quick and simple to use, and captures Franco Manca’s strong brand identity. It allows customers to be flexible in which service they choose — they can use the app for just ordering, just paying, for both, or opt out and use the waiter throughout as normal.
The application will help alleviate queues and wait times at this busy restaurant chain generating a higher turnover and allowing for a better customer experience.
What I learnt
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Teamwork really is powerful. As we approached each evening during this project, the list of tasks seemed impossible to get through. But with a divide and conquer attitude, we always managed to get it done
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Be organised, stay organised
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Synthesising research when done by a team is so important. Only then could we all be on the same page and share the same vision