Boxer & Mutt helped a LA-based fast casual restaurant research, develop, and implement a best-in-class ordering system through the use of mobile and POS technology.
The restaurant offered an "à la carte" marketplace type menu, with multiple food stations the customer could visit in order to piece together their meal. While customers could order a little bit of whatever they wanted, the experience could become overwhelming for both customers and employees as there were multiple options to choose from, paper ticketing systems that could easily be lost or miscalculated, and long lines as customers placed their orders. Our challenge was to simplify the ordering process as a whole.
OUR PROCESS: COMPETITIVE RESEARCH
We began by conducting competitive research. In order to identify what a best-in-class ordering experience looks like, we looked at a number of existing applications, from online ordering, to mobile apps, to immersive tablet menus.
OUR PROCESS: CUSTOMER PERSONAS
After talking to customers and target customers, we also created several customer personas to better understand the browsing, ordering, and purchasing behavior of potential customers.
OUR PROCESS: EVALUATING ORDERING METHODS
We next looked at ways to organize the menu and at pricing models that would make the à la carte experience more manageable for customers and employees alike.
- Swipe Method: Swipe a loyalty card at each station to track purchases
Basket Model: Each menu item is pre-packaged, charge by container type
Bento Box: Select a tray size, pay a set price
Salad Bar Method: Pay based on weight
After selecting a menu organization method, our final step included evaluating possible software / platform solutions, and wireframing a user flow for the ordering and payment experience. In addition, we created a set of functional requirements the client could deliver to their chosen POS team, and we managed the POS custom development / install process.
User experience strategy
Customer persona development
POS platform evaluation
Functional requirement development