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Self-Ordering Hospitality Mobile App

Personal Project

OVERVIEW

My Role:
UX/UI Designer
UX Researcher

Tools:
UXPressia, Balsamiq, Miro, Figma

Deliverables:
Competitors research
Survey
Data Analysis
Personas
User Journey Map
Wireframe
Prototype

The Problem

During pandemic era, a meal at a public spot can feel risky compared to staying at home, which can make people miss social interaction.

The goal

Venues can host their customers safely. Customers can enjoy their meal contactless.

THE users

Everyone who during the covid-19 days, wants to enjoy a meal or drink with their friends or family in the safest way.

The challenges

This is a new problem so the competitors analysis and the user research was not as insightful as we would want.

THE SOLUTION FOR A NEW PROBLEM

In the post-COVID-19 era, enjoying a meal outside can be a risky experience that is stressing the hospitality businesses and their customers. I wanted to find a contactless and safe solution for the customers that would also support the hospitality businesses. This was a challenging problem since it was new and most services are based on contact.  

I based my design on the principles of Design Thinking methodology and created a Mid-Fidelity prototype of a hospitality mobile app through which the customers can order, pay, and have a contactless high-quality service at the hospitality location.

As this was a one-woman show, I conducted the User Research, and after analysing the collected data, I created the personas and developed the UX design of the mobile app. This process concluded in a Medium and a High-Fidelity Prototypes, that I evaluated by conducting User Testing.

The process

User Research:
A survey with closed and open ended questions sent to the users.

User Research Flow

Personas:
A female and a male persona. Based on both I created a third neutral persona, for more inclusive decisions.

I wanted to first understand if there is a problem and to which people, but due to the lockdown restrictions I could not meet the users. That is why I decided to conduct a User Survey and with which I collected qualitative and quantitative data.

According to the qualitative data most of them wanted absolute independency during their staying at the venue. While being there, the users would like to be able to see their order’s status and to leave or find reviews for each product. When asked, everyone out of 14 users, replied that they would use such an app although most of them were not familiar with a similar one.

Based on the collected data, I created two personas, which would sum up the feedback of the survey. Then, I realised that the personas were not as inclusive as I wanted, so I combined both of them to one neutral persona, without demographics, as this factor wasn’t affecting my design decisions.

Using this persona, I built the User Journey Map. I wanted to understand the actions, challenges and feelings of a user reserving and using a table at a restaurant during the Covid-19 era.

Consequently, I decided to divide the journey in four phases:

  1. The user DECIDES to visit a restaurant
  2. They arrive at the venue and ORDER
  3. The user EXPERIENCES the restaurant
  4. They PAY

During each phase I was able to find the Opportunities that would lead me to the next design decisions and to the first wireframe.

Persona no 1

Inclusive Persona
User Journey Map

work in progress