Self-ordering Kiosk: Sleepy Owl

Project Overview

Sleepy Owl is a startup that manufactures, markets and distributes coffee products and has 1000 plus touchpoints in Delhi NCR and Mumbai, India. The goal was to design a concept for a self-ordering kiosk that allows the customers to order coffee at their own pace, making their ordering process more personalised, convenient, and hassle-free.

Status

Personal Project

Tools

Adobe XD, Adobe Illustrator, After effects

Time Frame

1 week (November 2021)

My role

User Experience Designer

Problem Statement

Business wants a user-centric platform to allow the customer to order and personalize freshly brewed coffee without the struggle of the long queue at the ordering counter, order delays, and dependencies on delivery.

Responsibilities

Revamping the brand’s business model by introducing a self-ordering system for an automated point of sale.

Conducting user interviews with different types of coffee consumers to gather insights into their needs and challenges faced.

Creating a user-centric platform to allow the customers to order and personalise freshly brewed coffee without the struggle of the long queue at the ordering counter, order delays, and dependencies on delivery.

Creating upselling and cross-selling opportunities within the platform.

Develop or extend coherent branding that aligns with Sleepy owls current and/or desired clientele and customer experience.

The Challenges

Currently, the brand only delivers and has no physical outlets.

Developing a quick pick up option for a fresh brewed coffee.

Currently, the ordering and customer experience is good but it takes minimum 1 day to get delivered.

To create a personalised experience for the regular customers on a public self ordering kiosk.

Making the ordering process simple and quick.

My Design process

Research enables me to dig deep into my understanding of users - not only their immediate frustrations, but also their hopes, fears, abilities, limitations, reasoning, and goals. It lays essential foundations for creating solutions in later stages.

Research

I began my research by conducting interviewes with different types of coffee consumers regarding their purchasing habits and the issues they face while ordering coffee. Based on the interview analysis, I created User Personas and Customer Journey Map to outline key events, customer motivations, and areas of friction.

User Persona

Customer Journey Map

Ideation

After getting a sense of customers’ motivations— their needs and pain points, I crafted Information Architecture and Task Flow with all the potential features that address and solve the different key tasks and pain points of the customers.

Information Architecture

Key Task Flow

Final Solution

Once I had a visual direction of the layout, I started to add more details and precisions to the low-fidelity sketches by turning them into mid-fidelity wireframes. Creating mid-fidelity wireframes helps me focus on the visual consistency and hierarchy before applying styles. In these wireframes, I tried to incorporate common design patterns that have been tested in the past, or included elements that directly address users' goals, needs, frustrations, and motivations.