Chatbot for tracking orders for a unique restaurant.
Chatbot for tracking orders for a unique restaurant.
Embedded Files
Role
Role
Foundational Research
Competitive audit
Interviews and Transcripts
Wireframing and Iteration
Usability study
Searched for appropriate images and optimized them with Riot.
Goal
Goal
Design an app which allow users to easily track orders without interacting with restaurant workers and have ability to add to the order in case of need.
Target Audience
Target Audience
Dedicated customers and new customers who love Mediterranean food.
introduction
We want to increase customer satisfaction, bring new customers with new technology.
We want to increase customer satisfaction, bring new customers with new technology.
Order tracking chatbot is my very first project within Google UX Design Certificate course. I have chosen this prompt from Sharpen because I found it a challenging topic, I was interested in the research, to find out more how users of different ages relate to chatbots.
Ali’s is a local family-owned restaurant, which specializes on Mediterranean home style cousin. Ali’s restaurant has substantial number of dedicated customers who place orders by phone for pick up and who like to pay for orders in cash or by card while picking up order. We want to increase customer satisfaction, bring new customers with new technology.
Problem
User group did not confirm an initial assumption about high anticipation of users to communicate via chatbot
User group did not confirm an initial assumption about high anticipation of users to communicate via chatbot
For the research method user interviews were chosen to understand users pain points while tracking food deliveries. A primary user group chosen for user interviews were adults ordering food twice or three times a week for pick up or delivery.
This user group did not confirm an initial assumption about high anticipation of users to communicate via chatbot, research revealed as well willingness of users to try using chatbot. The following problems were revealed during the research: users prefer to pick up food to save money and time, due to deliveries take longer and users do not have control over it, users are willing to try chatbot to eliminate language barrier while they are ordering on the phone.
Foundational research study details
Foundational research study details
I have interviewed 5 participants who order for delivery 2-3 times a week to collect in-depth information on people's opinions, thoughts, experiences, and feelings.
Different age groups: 18-19, 36, 48, 64.
All interviews were recorded and transcribed.
1. How often do you order food from restaurants?
2. What is your favorite restaurant to order food and why?
3. Do you use their online ordering services? What you like or dislike about food ordering? What troubles?
4. What is your favorite way to order food in person or via application?
5. What device are you using more often while ordering a smart phone or computer and why?
6. How often are you visiting unique restaurants?
7. Have you ordered from unique restaurant? Wat it online or in person?
8. Have you used food tracking services while ordering? Share your experience.
9. What do you like or dislike about food tracking feature?
10. If you were the owner of the business, would you change in tracking feature?
11. Do you order from unique restaurants? Have you ordered online from unique restaurants?
12. Do you know what is chatbot?
13. What are your feelings towards chatbots system?
14. Did you use it already and for which services? Share your experience.
15. The pizza bot from Domino’s take delivery orders directly from Facebook Messenger with a mere emoji. What do you think about that?
16. Situation. You favorite unique restaurant is implementing a chatbot for ordering and tracking orders? Would you try it?
17. Would you order more often food from that restaurant due to implemented chatbots?
18. Are you using Google voice, do you feel comfortable talking to AI?
Personas
Personas
I have created two personas representing two users' groups. Susanna is my main persona; I was practicing creating storyboads using this persona.
Susanna is a busy working married mother who needs to use app to order food fast and track the process, because she always plans her route from work to home in a way to be able to run several errands and pick up food without delays.
Mapping Susanna’s user journey revealed how helpful it would be for users to use Ali’s chatbot on the go.
I practiced creating Storyboards for Big Picture and Close-up for my main persona.
I practiced creating Storyboards for Big Picture and Close-up for my main persona.
User Flow
Ideation
Ideation
I was trying to generate plenty of ideas while ideating to come up with solutions.
Wireframes
Wireframes paper and digital
Wireframes paper and digital
Usability Findings
Usability Findings - First Round
Usability Findings - First Round
Usability Findings - First Round P0 insights
Usability Findings - First Round P0 insights
Mockups after first usability
Mockups after first usability
Usability Findings - Second Round P0 insights
Usability Findings - Second Round P0 insights
Mockups and Prototype after second usability
Mockups and Prototype after second usability
I practiced exporting assets via Zeplin
Conclusion
Conclusion
Conclusion
What would I do differently next time. It is impossible to design without a context. Prior even started creating questions for surveys and interviews, there is a strong need for understanding details and real-world issues of the projects, talk to the users of the product, the owner of the business to understand insights rather than hypothetically build a design.
There is a need to rethink tracking options, come up with more innovative solutions.
I practiced exporting assets for the project via Zeplin and manually and started design system for the project.
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