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Pradeesh Motha

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UX Design

Coffee Kiosk

Product concept video

Overview

For this project my team collaborated with a specialty coffee wholesaler and retailer(Finest Cup) to conduct an in-depth study and enhance their existing customer experience. Our intervention resulted in the proposal of the Coffee Kiosk; a digital interactive installation intended to be stationed in the retail section of the café. The purpose of the Coffee Kiosk is to educate and guide customers in selecting their coffee, as well as ease the workload on the café owner.

My role

In this project, I was the project coordinator, overseeing communication and coordination with our client, scheduling and organizing meetings, conducting user interviews, and leading the iterative process for prototype refinement.

Team

Shayla Pal, Pradeesh Motha, Amarthya Kaushik, James Yu

Initial observation

To better understand the needs of both customers and the cafe owner, we conducted user research by observing the cafe and interviewing the owner about their daily routine. We began by conducting on-site observations of the cafe during peak hours, taking note of the flow of customers and the actions of the cafe staff. We then interviewed the cafe owner about their daily routine, including tasks such as inventory management, coffee preparation, and customer service. These insights allowed us to identify pain points and areas for improvement in the cafe's current operations.

On-site observation insights

The café has only one staff(the owner) on floor

Majority of customers purchased a hot cup of coffee from the brewery
Majority of customers needed help with their selection of coffee from the retail selection.
Regular customers engaged in conversations with the owner about coffee and were quick to make a purchase from the retail section of the store
Certain hours of the day have larger influx of customers requiring the owner to move back and forth between the retail and brewery sections
Customers inquired about available coffee flavours before purchasing a hot coffee beverage

The café has only one staff(the owner) on floor
Majority of customers purchased a hot cup of coffee from the brewery
Majority of customers needed help with their selection of coffee from the retail selection.
Regular customers engaged in conversations with the owner about coffee and were quick to make a purchase from the retail section of the store
Certain hours of the day have larger influx of customers requiring the owner to move back and forth between the retail and brewery sections
Customers inquired about available coffee flavours before purchasing a hot coffee beverage

Owner interview insights

Regular customers are proficient with coffee knowledge and terminology compared to newcomers.
The regular customers are coffee connoisseurs who spend more time in the cafe, trying out new flavours of coffee.
Newcomers and casual coffee consumers misinterpret the flavours stated on the packaging.
Newcomers and casual coffee consumers need help with selecting their coffee from the retail section.
The employee(owner) has to multitask by attending to customers in both sections of the café.
The owner wants customers to not just drink the coffee, but also experience the notes and flavours of their drink.
Some customers get confused by the coffee profile descriptions on the package and then leave the café without a purchase.

Regular customers are proficient with coffee knowledge and terminology compared to newcomers.
The regular customers are coffee connoisseurs who spend more time in the cafe, trying out new flavours of coffee.
Newcomers and casual coffee consumers misinterpret the flavours stated on the packaging.
Newcomers and casual coffee consumers need help with selecting their coffee from the retail section.
The employee(owner) has to multitask by attending to customers in both sections of the café.
The owner wants customers to not just drink the coffee, but also experience the notes and flavours of their drink.
Some customers get confused by the coffee profile descriptions on the package and then leave the café without a purchase.

Customer interview insights

Customers mentioned that the owner helped them with their coffee selection (these casual coffee consumers and new customers)
Customers didn't understand certain content displayed on the coffee packaging
Customers felt overwhelmed seeing the various flavour profiles and weren't sure how to select something they'll like

Customers mentioned that the owner helped them with their coffee selection (these casual coffee consumers and new customers)
Customers didn't understand certain content displayed on the coffee packaging
Customers felt overwhelmed seeing the various flavour profiles and weren't sure how to select something they'll like

Thematic analysis

After analyzing the qualitative data, we identified three common themes:

Unclear packaging
Intimidating variety
Flavour themes

Design Opportunities

After analyzing our user test findings, as a team we decided to make the following changes:

Incorporate a new tab for a scheduling page so the the user can see a list of all their bookings.
Adding an option to indicate which courts are open in the guest login page.
Add a cancel option in the scheduled bookings page to give the user more control.
Remove option to chagne amount of people for the existing user at the kiosk check- in as it will also speed up their check-in process.
Redesign the homepage to include relevant content related to the booking system.

Final Mock-up

By incorporating the new design decisions, the team collaborated together to design the final interactive mock-up of the app and kiosk UI on Figma.

Outcome

This was my first UI design project completed in an online environment. With collaborative tools such as Figma, our group thrived and succeeded in creating a final product that satisfied most of the user's needs. Our app's purpose was to identify a solution for people to safely enjoy sports in outdoor sports facilities across Vancouver in the current COVID-19 situation. By considering the provincial health regulations in place for large gatherings, we believe we have found a viable solution for outdoor activities, through our app, Safe Sports.