Please refer to project overview above.
Please refer to challenge above.
The research methodologies used to investigate the criteria needed for Client X's custom KDS system were the following:
I conducted multiple interviews with client X's executive members such as the head of operations, customer call centre director, head of IT as well as the storefront manager and staff member to gain an in-depth understanding of how the operations of the food assembly process worked. I also conducted two site visits at the storefront to observe the end-to-end process of the employees interactions with the customers and food delivery. I used a 360 camera to record video footage to review the employees actions during peak hours and identified where the bottleneck occurred in the food assembly process. 360 photos were later used to identify possible locations for KDS screen placements. Research on existing KDS systems were conducted to understand the common hardware uses and software applications. The pros and cons of the current paper ticket system is summarized below:
After the site visits were conducted, a user journey map and user flow diagram were created to summarize the food assembly process which took 4 users into consideration. We then summarized a list of features we wanted to incorporate into the KDS screen design such as:
Working on this project was a unique opportunity to apply UX principles to Service design for a client in the food industry. Not only did I have to study and research the usability of a digital tool for the user, but I had to pull the context further back to include all the variables that affect the whole food assembly process. This included the space configurations of the kitchen, the variations of staff working on a given shift, the variety of ways customers can order and receive food. I had a great time working on this project and at the end, client X was very pleased with the concepts presented and it provided valuable information to consider going forward with their cost/benefit study for KDS systems.