TOAST - KIOSK REDESIGN

USER RESEARCH, USABILITY TESTING, PROTOTYPING

The Challenge

• Understand what the current Toast Kiosk experience would need to do to be considered best in class.

• Redesign the key elements of the Kiosk interface to win the market. 

The Process

To find a solution the the challenge, a team of 4 researchers followed this process:

User Research

• Our team conducted a 30-minute interview with a B.Good restaurant manager in Boston.

• We conducted 7 patron/user interviews and 2 contextual inquiries. We interviewed 4 female and 3 male patrons and most of the users were working professionals.

• We also conducted a SWOT analysis of Toast and 3 of its competitors: Shake Shack (Fuzz Productions), McDonald’s (Evoke), and Panera Bread

Defining Goals

Problem Statement 1
Training staff to effectively upsell multiple menu items is often an issue.

Problem Statement 2
While staff may be trained to repeat back to a customer his or her order prior to processing, order errors are still inevitable, especially with more customization options.

Wireframing

• Based on the User Research, we drew sketches and created a scenario and two tasks

• We then created low-fidelity wireframes using Balsamiq.

Usability Testing

Testing Scenario
You are at a restaurant and there is a huge line to order food. You skip the line and use the food ordering touch-screen kiosk situated inside the restaurant.
Task 1: Find Bowl B from the menu, add it to your order.
Task 2: Find Bowl B from the menu, customize it, and add it to your order.

• We conducted the tests and found 16 usability problems (4 major, 7 moderate, and 5 minor)

• Based on the usability test results we came up with a list of recommendations.

Prototyping

• We collaborated and created a high-fidelity prototype using Figma.

• We also came up with a list of recommendations.