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When is redesign necessary?

In this UX case study, I explore the dilemma of when to overhaul a system versus adjusting specific areas—a common question among designers.

Overview

Using the FreshKDS (Kitchen Display System) as a focal point, particularly in Pilot Coffee Roasters at Union Station, Toronto, I delve into the frustrations faced by users, mainly the staff who have developed workarounds to enhance efficiency. While the app's overall flow is commendable, especially in cafes with less traffic and seating, pinpointing and addressing specific pain points can alleviate user frustrations and improve customer interactions.

Solution/Outcome: Introducing an enhanced version of the FreshKDS app tailored for high-speed cafe environments, such as fast-food and takeout setups

Contribution

Tools:
Miro
Figma
Canva (making GIFs)

My Role:
UX design
UX research
Workshop facilitator

What is a Kitchen Display System (KDS) ?

image image image

Design

Wireframes

User Pain Points

01. Increase efficiency among staff while making drink snd interacting with customers at the Espresso/Milkstation.

02. Prove that initial design is well suited for a fast food environment, without major overhaul of the system.

03. Ease staff to feel less stressed or overwhelmed

01

Increase efficiency among staff while making drinks and interacting with customers at the Espresso/Milkstation.  

Problem

Mobile orders experience delays, requiring manual adjustments by staff even though it's beneficial to be aware of incoming orders. Implement a real-time notification system for mobile orders to ensure timely visibility. This solution aims to eliminate the need for manual adjustments, allowing for a smoother and more efficient order processing. The screens at the bottom show a smoother process for pre ordering baked goods.

Problem
There is no efficient way for customers placing orders through the app to be informed of item unavailability. Current processes require customers to physically visit the store, inquire about missing items, and wait for the line to subside to process a refund.

Solution

Implement a real-time notification system for app users when an ordered item is sold out. This allows customers to be promptly informed, facilitating efficient refunds without the need for them to line up to speak with the Cashier.

Solution

The GIF at the top shows an option to refund quickly, and allow the Barista to multi-task while they make orders.  The video at the bottom shows an option to search for an order from another time, and refund a specific part. If they require more details about their refund; they would approach the Cashier.

02

Prove that initial design is well suited for a fast food environment, without major overhaul of the system.

Problem

When recalling closed orders for refund or modification, only customers who ordered through the app have their names displayed. Manually clicking each tab is required to identify orders, even if the name has been entered.

Solution

Added the following types of search options:

• Adding search bar

• Adding most common first letter of names given that day

• Switching to show mobile orders

Problem

No option to transfer to other tablet option via Airdrop or Bluetooth which wastes the Barista’s time. There should be a more efficient way of setting up a system where when the iPad crashes, it immediately gets a notification to connecting iPad/tablet’s to reopen on their screen.

03

Ease staff to feel less stressed or overwhelmed. 

Problem

• Information Overload: Users feel overwhelmed by the current design, making it difficult to focus.

• The colour choices lack clear meaning, contributing to the feeling of distress.

• Private Comments Shown: The comment section is included on receipts, both by customers and staff. There should be a distinction as the comments made look unprofessional, and too casual disturbing the brand image.

Solution

• Cleaned up tabs; generally kept everything the same, kept the same colours, layout

•Simplified colour paletteacross screens

•Differentiated commentsby customers and staff by colour

• All new additions relate to the existing branding style

Conclusion

Through this process, I learned how to identity specific issues within a system and what works well. This case study revealed that while the KDS app functioned well in slower cafes, it could beoptimized betterfor fast-paced environments to reduce user stress. Recognizing user stress, especially when subconscious work arounds are formed, is crucial for effective design.

While working on this project, I honed valuable skills: user observation, identifying system flaws, navigating strong constraints/limitations, and maintaining brand identity while creating solutions. Ideally, future iterations would involve testing these solutions in the cafe and gather user feedback. It would also be beneficial to test iterations in other fast paced cafes, see if they experience similar issues and how they have tackled them. Additionally,exploring prototyping methods currently used by FreshKDS would be very insightful for my future as a designer.