Redesigning a Local Restaurant’s Billing System(POS) — UI/UX Case Study
This design case study will showcase my design process, problem-solving skills, and how I bring ideas to life, from brainstorming to real-world implementation. For a shorter overview, check out the Behance presentation.
Story Time — A Discover stage
Starting a 1500-kilometer journey from my hometown to Mumbai for a design internship, my excitement quickly turned into survival mode. After enduring two months of subpar accommodations, I had to outsource every meal. Little did I know, this culinary journey would unexpectedly intersect with a unique UX challenge.
With hygiene as my top priority, I searched for a clean haven to satisfy my hunger three times a day. That’s when the nearby local restaurant became my culinary refuge for the next six months.
Sarvodya Veg. Restaurant — my daily sanctuary. With reliable service and a welcoming atmosphere, it’s not just a restaurant; it’s a place that meets all my needs, especially when it comes to hygiene.
Amidst the smooth sailing, what’s the catch? To unravel that, let’s dive into the intricate world of a User Journey map — an experience born from observing eaters at restaurants.
Have you ever wondered why waiting feels longer than it should? I dug into the waiting game and found that, on average, settling bills takes around 22 “Mississippi” (22 seconds), regardless of the restaurant’s vibe. In a hurry? That extra time adds up, with users spending 30 to 60 “Mississippi” on the bill. Could age be a factor? Sarvodya’s waitstaff ranges from 25 to 65 years old.
In my quest to unearth the root cause of the time lag and identify the bottleneck, I delved into the heart of the matter — their billing system.
Ah, the notorious law destroyer — the epicenter of the sluggish pace. Brace yourself for the next chapter, where the narrative shifts to the art of making things right.
Big Dreams — The Define Stage
Why I start this project and goals
I embarked on this project with a clear goal: to redesign a B2B billing system. The inspiration stemmed from my frequent restaurant visits, where waiting for the bill proved to be a recurring frustration.
This personal experience drove me to address the issue, leading me to uncover more flaws through my research.
Problem Statement
- Customer Dissatisfaction: Long waits, wrong orders, and limited ways to pay make customers unhappy and may stop them from coming back.
- Operational Inefficiencies: Existing restaurant systems create delays & mistakes in serving food due to inefficient order management.
- Billing Inefficiencies: Manual billing processes cause delays, errors, and longer customer wait times, hindering efficiency.
Above all, there’s a pressing need for a user-friendly digital solution that assists the wait staff.
Primary Research Findings
But wait, why do restaurants stick to the old-school method of printing bills instead of going digital?
In short, each restaurant sticks to traditional bill printing over going digital because it aligns with their specific requirements. some
Solutions
- Streamlined Service: Efficient order management and diverse payment options ensure shorter wait times and accurate orders, enhancing customer experience.
- Order Management: Implementing digital order management systems reduces errors and delays, optimizing food service operations for a smoother workflow.
- Digital Billing Systems: Automating billing processes minimizes delays and errors, leading to shorter customer wait times and improved operational efficiency.
The journey began with a mental clarification, prompting me to sit down and sketch out timely wireframes. Focused primarily on the dashboard, I encapsulated the envisioned look, feel, and every detail taking shape in my mind.
In the initial stages of iterations, I drew inspiration from Airbnb’s category tab, envisioning a dynamic and expansive food section. The goal was to provide a clear and spacious menu display, allowing users the freedom of wide selections, much like the seamless experience found in Airbnb’s design.
In the first iteration of the dashboard, my focus was on aligning perspectives to find what could work swiftly and effortlessly for our users. The digital iterations aimed at discovering the perfect match to align my vision seamlessly with user needs.
Through numerous iterations, evaluating what fits best, exploring ideal dimensions, and deciding on the number of rows and columns, the journey led me to a definitive point — a lockdown on the design. Just to clarify, these are all Lo-Mid Fidelity wireframes.
I’m consistently eager to seek feedback at every step from my seniors. It’s a practice that not only imparts invaluable lessons but also contributes significantly to my continuous learning and growth.
As part of the retouching process, I revisited the Information Architecture to enhance its visibility and alignment with the diverse needs and wants of the users.
Crystal Clear — Designing Stage
Login Flow — High-Fidelity
Choosing the path of simplicity is key to crafting an exceptional user experience. Our login system follows a straightforward 2-step process, focusing on user convenience. As users input their email IDs, our system promptly recognizes and verifies their identity, guaranteeing a smooth and precise login journey.
Sign Up Flow — High-Fidelity
Every crucial detail required for a thriving restaurant business finds its ally here. With a step-by-step flow, we excel in onboarding users and offering a comprehensive view of their restaurant operations.
Print a Bill Flow — High-Fidelity
The final flow seamlessly illustrates a cohesive journey of generating a bill. From selecting a category to searching for the desired item, it culminates in the smooth process of printing the final bill for the customer. Every step is meticulously crafted for an effortless and efficient experience.
The final design screens unveil a comprehensive view, introducing the Wallet feature where users access timely analyses of orders and financial transactions. Simultaneously, the Orders section showcases detailed information on online orders for kitchen preparation, empowering users with seamless management capabilities.
Thank you for reading. Everyone’s feedback is welcome.
For any feedback/ further discussions do drop a comment, or reach out to me directly on Linkedln, or Bhaveshkapoor009@gmail.com.
Feel free to read the shorter version(Behance) here
Read my other article — UX Case Study: Electricity a Wicked Problem
