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Billa Self Service Terminal 2022/2023

Billa has a sub restaurant brand, which is Billa Market kitchen, they wanted to offer a self checkout experience for their customers who visited the restaurants in Billa Branches in Austria. It took 5 months from the first kick off meeting to the go live date.

Company REWE Group

Duration 4 months

Role UX/UI Designer & Researcher

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Watch the video prototype 👀

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Project Team & tasks

Product designer (me) - Competitor Analysis, wireframes, UI Design, prototyping, testing, and co-organizing stakeholder workshops

UX lead (managing design sprint and stakeholder workshops, and cowriting user stories)

Me: prototyping, cowriting user stories with the UX lead, making the first UX concept in sprint day 4, making and testing the final prototype

Product owner (managing deliverables, writing user stories and communicating with the Dev agency)

Design system lead: (UI consulting)

The process

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1. Design Briefing

In this step me, the PO & the UX lead gathered the stakeholders to find answers about, goal of the project, target group, which features would the minimum acceptable go to market product include and which resources and timeline we’re constrained by.

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2. Competitor Analsis

In the design briefing we decided to do a design sprint with all stake holders. Before this we wanted to give the stakeholder a frame on the competetive landscape to be a basis for the ideation excercides we gonna have in the design sprint. I took over this part and it took me 2 days to watch videos on Youtube from other self service terminals, and summarize the findings of 11 competitors.

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3. Design sprint

We planned 4 days for the design sprint with 8 stakeholders.

The goal of the first day of the desing sprint was finding what problem are we trying to solve, how might we solve the ((The problem)) so that we can (( a business outcome)).

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In the second day I presented the outcome of the competitor analysis, after this we did some ideation excercises (crazy 8) to come up with as much ideas as we can and sketch them, then vote on which ideas to persue, mapped the user journey, and finally collectively sketch a very low fidelity wireframe.

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On the 3rd day, I was working on the 1st prototype in Figma, while the rest of the stakeholders were thinking about the scenarios and the questions we are going to ask to 5 users in the 4th day.

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The 4th day was the testing day. In which we tested the 1st prototype that was derived from the sketches we collectively draw on Miro in the 2nd day.

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Day 4 interview results

What went well

People found it good with the nutrion circular labels and the info button

People knew how to scan a customer card and edit the cart

Users liked the allergy details and noticed the combo benefits and liked that all products are displayed with large images

most users managed to make an order

Things to improve

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4. Iterating on the prototype

Based on the user feedback it took us 1 month to write user stories out of them and deliver high fedilty design for each story. Before we handed over the final design to the dev agency we decided to do another round of user testing.

For the final prototype it took 1 week from first doing wireframes for each user story, and then transforming these wireframes to a high fedility UI.

User story

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Wireframe

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High fedilty design

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Final designs

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5. User test setup & results

It took 2 weeks in total to plan and do the user testing. And we planned it as follows.

Recruiting 5 internal users from our colleagues but we made sure they had nothing to do with the IT team (age between 35 and 55)

Define key scenarios we want to test

scenario 1: your wife doesn’t want to cook and told you to pick up for a Fried chicken meal for her

Senario 2: your partner sent you this coucher for a free cuppocino how would you redeem it

Scenario 3: you saw this redbull stand beside the order terminal and you want to add this redbull to your order

Write user test guidelines

Prepare test material

We used a touch frame on a 27 inch screen to mimic the order terminal experience

We used a fake scanner built from cupboard and a small flashlight

We used a phone stand to record the interview

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Test results

What went well

✅ User started scanning their customer cards on the start page

✅ Users liked the product overview page and clicked right away on the product image

✅ Users liked the cart overview page and managed to go back and forth between the cart and the menu

✅ Users manged to edit their cart and delete items smoothly

✅ All users managed to at least search, add product to cart and pay with card

What needs to be imroved

💡2/5 users didnt notice that they can scan customer cards by clicking on the button in the top yellow nav bar

💡2/5 users didnt realize that they can scan convenience products on the terminal to add them to their order

💡Users were missing a visual or a haptic(sound feedback from the scanner) after scanning their customer card

💡Users were missing more information about the dishes (where does the meat come from, is it local? .. etc)

💡Users were missing information in the order summary about the loyalty points they collected

💡In the payment page users did not understand some payment options such as (papier compouns & jÖ and go).

One last thing! What about quantitive research.

Before the handover to the devs we wanted to make sure that we offer the right products and the right payment methods to the right customer. We didnt manage to do this survey externally because it will cost more money, so we launched it internally to all our 2000 employees and we got 390 responses.

It took 1 week to plan and lunch the suvey and 1 week for data collection. Me and the UX lead made the questions, and here is a sneak peak of the results.

Which menu categories we should show first?

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Which dish infomration customers care about

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Which payment methods customers like to use the most?

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What should we avoid from other order terminals

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Lessons learned after release and next steps

Unfortunately I can not disclose any information about usage numbers here, but what we learned is the following

less is more (focus on the most bought dishes), we had a lot of dishes to offer

pay attention to the surrounding, place the terminal close the entrance and free the area around it to give the customer the space and comfort to order. And remove and distractions from the background such as posters and offers

We need to prompt the user to scan their customer cards at first or give them a button to scan it in the checkout page because they usually forget it

customers forget to pick up the receipts so we need to remind them to pick it up

Cash payment is very important and should be placed 2nd after the card payment

people ignore the upper part of the screen

the menu needs to be updated everyday to reflect what is actually offered in the kitchen.

Focus on freshness and local ingredients, people click on images, the more appealing it is, the more they will click

Thanks for reading! 😃

If you have further questions on this project, do not hesitate to contact me :)

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abdelhamiduonis@gmail.com⁠

📞 +4366565601610

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