SUMMARY
We increased the value of our proprietary self-service kiosk product by reducing the time it took for our customer to make item changes and add product images to their digital menus.
How might we make the multi-daily process of updating menu items and uploading quality product images easier for our FSM customers?
Bespoke self-service kiosk product theme that was so successful other FSM customers upgraded to the new theme. It was easier to use and allowed more flexibility in managing menu changes while providing an intuitive experience for their cafe customers.
PROCESS
Discover
We learned through qualitative interviews and onsite observations as well as reviewing quantitative kiosk data that FSM customers were struggling with the volume of menu updates. They expressed that their cafe customers expected appropriates images but our FSM customer had very little time for professional product photoshoots.
We had to understand how the proprietary dashboard functioned and what previous tech limitations could be remedied.
Decide
We quickly generated ideas based on the kiosk insights and what feasible proprietary dashboard system updates were possible. We used circles for the product images because it provided the most forgiveness when it came to not-so-perfect product images while also feeling more modern. We met regularly with stakeholders to review revisions, collect feedback, and iterate on the ideas.
Design
We created a high-fidelity prototype using Adobe XD. We tested with our customers and iterated the design based on their feedback. We had field technicians test the proprietary dashboard system for uploading product images and menu item handling. We tested on field devices for accessibility, usability, and ease of use.
METHODS
Customer Feedback
Ethnography
Task Flows
Brainstorming Session
User Testing
HiFi Prototype
