Problem
What features can be added to the kiosk to make it more inclusive for all users?
How can the self-order experience at McDonald's be improved while maintaining efficiency and iconic branding?
What are the main pain points experienced by users of the kiosk?
Who are the stakeholders involved in the McDonald's kiosk redesign, and what is the demographic of the primary user base?
Goal
1. Simplify the ordering process
2. Add options for different payment methods
3. Develop more inclusive features, like accessible setting
4. Make the user interface more customizable.
5. Maintain the identical Mcdonald's branding design.
SOLUTION
Start
The starting page of the kiosks. Three ways to start the ordering process.
Login
The log-in page that allows user to put in their phone number and earn points by ordering.
Detail
Detail description of the product for users to review, and more freedom on picking the food.
Discover
Discover page that includes menu, recommendation, log-in option, and search engine.
Help
Help center for users to reach for help when there is issue occur during the order process.
Payment
Checkout page, the user can choose either card payment or use cash for checkout.
Menu
Drop down menu of Macdonald's food by category. Disappear after clicking elsewhere.
Coupon
Coupon and deal page that allows users to apply the promotion to their order.
Option
The dine-in option page helps Mcdonald's crew members determine how to bag the food.
Research
For the primary user research, I chose to conduct a field study by observing individuals using the kiosks at a local McDonald's restaurant. I asked for permission to record the observations and interviewed four participants about their experiences. In addition to studying the kiosk users, I also interviewed one of the McDonald's crew members, who are indirect stakeholders in the self-service kiosks. By analyzing the data and findings I gathered from the research, I created a user persona to inform the design process.
Insights
Based on the research, we found that younger customers generally find kiosks more intuitive than older ones. The visuals on the kiosk interface were found to be very helpful and make the ordering process easier. Customers appreciate being able to go at their own pace, which allows for more customization and the opportunity to explore the menu. However, some functions such as coupons or deals can be confusing to apply independently. Additionally, customers may find it challenging to differentiate between categories. Lastly, the touch screen can be slow or unresponsive at times, which can be frustrating for users.
User flow &
Storyboard
I create a general user flow for the mean feature of the kiosks. I try my best to include convenience, and inclusive while I am designing features for the app. Then I create a storyboard based on the focus features and the persona.
Prototype
Usability Test
Based on our research, we found that younger customers tend to find kiosks more intuitive than older ones. The visual aids on the kiosk interface were deemed highly helpful and make the ordering process smoother. Customers appreciated being able to move at their own pace, which enables more customization and the chance to explore the menu. However, applying certain functions such as coupons or deals on their own can be confusing. Additionally, customers may struggle to differentiate between categories. Lastly, the touch screen may sometimes be slow or unresponsive, which can be a source of frustration for users.
Reflection
During this individual design project, I encountered various challenges throughout the design process. As I was not familiar with the formal UI/UX design process, I struggled with incorporating too many features into the prototype. While the final result has some highlights, I am aware that there is still significant room for improvement. If given the opportunity in the future, I would like to redesign this project based on the feedback I have received and apply the lessons learned from this experience to future projects.