Nick’s Sports Grill
Nick’s Sports Grill, established in 1998, has predominantly relied on its website as its sole online presence. Despite enduring technological progressions, economic downturns, and the challenges posed by a global pandemic, the business continues to thrive. However, there remains an opportunity to enhance the overall customer experience.
The Restaurant App was inspired by a local restaurant that does not have an existing mobile app. The layout of the app was influenced by apps for other popular restaurant chains.
Problem:
Many customers do not have the time place food orders in-person and complete the many tasks they have for the day.
The Goal:
This study will provide a solution that allows customers to order their meals without consuming a significant amount of their time.
Pain Points...
INCORRECT ORDERS
Order corrections caused by human error can extend the wait time for customers to receive their orders.
LOCATION
Commuting to and from the restaurant adds to the total amount of time it takes to received the order and enjoy a meal.
TIME
Completing the order process at a restaurants physical location can consume a significant portion of the day.
INCOMPLETE TASKS
Standing in lines can lead to less time to finish daily tasks, which could result in serious repercussions at school or work.
The most common pain point discovered was the time it takes to physically order and receive the meal interferes with other important tasks
Who is this for?
User personas were created using a qualifying questionnaire. Participants were required to answer questions specific to their daily routines and schedules.
“I prefer ordering my meals through an app; it saves me a lot of time.”
“I have many responsibilities at work. Physically ordering my food at the restaurant can result in me not finishing an assignment.”
Research Study
Title: A restaurant app that allows consumers to save time ordering food.
Author: Chaundra Cleaver, Research Designer
Stakeholders: Not applicable.
Date: June 15, 2024
Project Background: The goal of this research is to provide customers with an order method that allows them to maximize and manage their time. A usability test will determine design decisions.
Research Questions:
How much time will the user need to place an order?
Will the customer spend less time placing an order through the app versus visiting the restaurant?
Key Performance Indicators:
Time on task, user error rates, system usability scale
Methodology: Unmoderated Usability Test
Due to the nature of the case study, unmoderated usability test was conducted to discover the users’ interactions with a low-fidelity prototype. In conjunction with KPIs, the participants were prompted to answer questions to gather feedback.
Usibilty Test Findings
Some functions need to be updated:
the ability to scroll on the Menu page
the home screen did not suggest what type of app; users realized it was a restaurant app only after reaching the Menu page
Users reached the order confirmation screen less than 10 minutes; 10 minutes was the maximum time allotted to complete the task.
Tools:
Figma
Google Images
Canva
Accessibility Considerations:
Color Scheme
Icons
Key Takeaways
All participants too less than 10 minutes to complete the tasks.
All participants relied on design features to navigate the app. Features like icons, color and font were not present in the low fidelity prototype, resulting in constructive feedback and requests to add icons to specific pages of the app.
It is clear that the ability to place an order from a phone gives users more time to focus on more important tasks for work, school, and home. It takes more time to get into a vehicle, drive the restaurant, then place an order that could have been submitted in less time it took to reach the restaurant’s location.
