SERVICE

CLIENT

REST or RANT
Freelance project

A tablet application designed specifically for waiters. This app enables them to easily create, receive, and process orders (and much more) with just a few taps on their device.

Problem

The problem with tablet applications tailored for waitstaff lies in their failure to adequately address the unique needs and challenges faced by restaurant servers. While these applications are intended to streamline the order-taking process and enhance efficiency, they often fall short in several key areas.

Many of these applications suffer from a lack of lack of clear
design and user-friendly interfaces. They feature complex menus, convoluted workflows, and unintuitive controls, which ultimately lead to frustration and inefficiency among users.

In addition, these applications lack integration with other products, such as customer menus or software for chefs. This could significantly reduce efficiency, for example, if a product runs out, as there is no immediate communication between different parts of the restaurant staff.

Solution

To resolve problems with tablet apps designed for waiters, you can take the following steps:

Simple and Intuitive controls

Simple, intuitive controls, easy access to features, and intuitive workflows will help servers get up to speed with the app and increase its efficiency.

User Training and Support

Provide users with training materials and guides to help them master the application and get the most out of it.

Expansion of functionality

Enhanced functionality and customization: The app should offer essential order management features and adapt to each restaurant's unique requirements. This includes customizable menus, guest preferences, and integration with kitchen equipment and payment systems.

Research

To understand the challenges faced by staff with the existing tablet app and other customer
service systems, as well as their needs, I conducted interviews. There were a few of them
with 7 individuals, among them were: 2 waiters, 1 shift supervisor, 1 bartender, 1 cook and 2 clients who use order-related programs. I compiled a set of questions primarily focusing on the current process and reasons for frustration. Here are some of the key questions and their corresponding answers:

8 questions

60 respondents

7 interviews

By interviewing not only potential users such as waiters, but also individuals from various roles within the restaurant industry, I was able to identify common weak points. This process helped me gain insight into what was lacking in the entire system.

93%

Of employees often make mistakes when processing orders

85%

Of employees receive a Shift List on WhatsApp

70%

Use of functions in the system intended for other employees.

Persona

Monica Hezkel

A young student works part-time at the restaurant 2-3 times a week, facing a highly busy schedule and a need to absorb plenty of information daily, she diligently takes notes to avoid forgetting.

Purpose:

Starting and finishing a work shift, as well as receiving tips.

Motivations:

Working efficiently, minimizing order mistakes, receiving bonuses and finding pleasure in the job.

Pain points:

Insufficient support from the ordering system or technological tools.
Difficulties in serving customers due to a complex payment system or absence of specific dishes on the menu.
Delays in receiving orders from the kitchen or incorrectly taken orders.
The need to move between tables or modify orders after they have been placed.
Experiencing stress and pressure at work due to high workload or complex customer situations.

Behavior traits

Tech

Scenario:

Preparation: The waiter arrives at the restaurant before the shift begins. They check the schedule, review any special promotions or menu changes and prepare their workstation.
Greeting Customers: As customers arrive, the waiter welcomes them to the restaurant, accompanies them to their table, and provides them with menus.
Taking Orders: The waiter takes the customers' orders, answers any questions they may have about the menu and communicates special requests or dietary restrictions to the kitchen staff.
Delivering Food and Drinks: Once the orders are ready, the waiter brings the food and drinks to the customers' table, ensuring accuracy and presentation.
Checking In: Throughout the meal, the waiter periodically checks in with the customers to ensure satisfaction, refill drinks and address any concerns.
Processing Payments: After the customers finish their meal, the waiter presents the check, processes payment and handles any additional requests such as splitting the bill or providing change.
Closing Tasks: At the end of the shift, the waiter assists with cleaning and organizing the dining area, restocks supplies, and reconciles cash register transactions.

Throughout the shift, the waiter must maintain professionalism, attentiveness, and a positive attitude to provide excellent customer service and ensure a pleasant dining experience for guests.

User Flow

Sketches

At the very beginning of my work, I thought about the most important detail of the application - ergonomic use. How the waiter will hold, carry, enter data. If the screen is vertical or horizontal. I settled on option 2...

Advantages of choosing a horizontal screen.

Wide View: Perfect for applications that benefit from a broader view, such as spreadsheets, design tools, video editing software, and multi-window multitasking.
Ergonomics: Reduces the need for vertical scrolling, which can be more ergonomic for the neck and shoulders during extended use.
Better for Collaborative Work: More screen real estate allows multiple people to view and interact with the screen simultaneously, making it ideal for collaborative environments.
Standard Setup: Most applications and websites are optimized for horizontal viewing, ensuring compatibility and ease of use.

Wireframe

Gain insight into the process and the choices I made, from UX definition to UI design

* Hover with the mouse

This is what the process looks like in the middle of an order

The design

Reasons why dark design was chosen:
1. Atmosphere Considerations:

Typical Lighting: Dim lightingat at the restaurants and bars creates a relaxed ambiance. Bright screens can disrupt this atmosphere.
Aesthetic Consistency: Dark mode blends seamlessly with the venue’s aesthetic, ensuring digital interfaces complement the environment.

2. User Experience:

Reduced Eye Strain: Dark mode reduces glare and is easier on the eyes in low-light settings.
Discreet Interface: Dark screens are less distracting, allowing staff to use devices without drawing attention.

3. Practical Benefits for Staff:

Improved Readability: Dark mode enhances text contrast, reducing eyestrain and improving readability in dim settings.
Professional Appearance: Dark mode ensures digital tools look sleek and professional, aligning with high-end venue standards.

4. Technical Considerations:

Battery Efficiency: Dark mode extends battery life on OLED/AMOLED devices, benefiting handheld devices used by staff.
Visibility of Critical Information: Dark backgrounds make highlighted or color-coded information stand out, aiding quick identification of important tasks.

Selecting a table, dragging goods into orders

Dish Design - Top View:

Choosing a top-view design for dish selection offers several benefits for both waiters and customers, enhancing efficiency and consistency across the system.

Enhanced Visual Selection for Waiters:

Quick Identification: The top-view design allows waiters to quickly and easily identify dishes based on visual appearance, minimizing the time spent searching through the menu.
Intuitive Navigation: By presenting dishes from a top-down perspective, the interface becomes more intuitive for waiters, enabling faster order taking and reducing errors.
Consistency: Ensures that the same visual cues are used across different devices, making it easier for waiters to adapt to various tools, whether they are using a tablet, a POS terminal, or another interface.

Navigate between categories and scroll within a category itself

Correction in the dish

For payment

Part of system design

The idea for the logo came when I was working on a UI tab plate

Conclusion

As a User Experience (UX) Designer working on a program specifically designed to help waiters create, receive, and process orders with ease, my work has led to several significant results: