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Costa Coffee's Self Order Kiosk

DIGITAL PLATFORM • PRODUCT DESIGN

Designing a user-friendly and efficient global self-order kiosk solution for Costa Coffee 

THE PROBLEM

Airport users need an easy and efficient way to order coffee because they are hungry or want to treat themselves before their flight departs and are tight on time.

 

HYPOTHESIS

We believe that by developing a user-friendly platform that is easy to use and time efficient, we will make airport users feel at ease and confident that they will be able to buy their coffee before their flight departs.

GOALS​

  • Improve customer satisfaction

  • Provide a more efficient, quick service

  • Increase profits

  • Reduce wait times

  • Improve order accuracy

  • Allow multilingual access 

Kiosk.png

COMPETITIVE RESEARCH

 

Ran a competitive analysis to understand competitors' features, patterns, differentiators, strengths, and weaknesses. 

Visited 3 different locations with Self Order Kiosk

CompetitiveAnalysis.png
Airport Self Order Screens - Analysis.jpg

USER FLOW & JOURNEY​

A user flow & user journey was created to identify the touchpoints and areas where the user makes the decisions.

Airport Self Order Screens - User flow and user journey.jpg

Wireframes​

After gathering all the requirements with stakeholders, running competitive analysis, and reviewing internal past solutions, I created low & high-fidelity wireframes and a prototype following the current brand style.

Airport Self Order Screens - Wireframes.jpg

USER RESEARCH​ & PROTOTYPE

6 users were invited to a small lab set up in Costa Coffee offices in the Coca-Cola Building to attend qualitative usability testing sessions.​

OBJECTIVES OF THE USABILITY TEST

  • Understand what actions customers take when they consider buying a coffee

  • Test and validate the current user flows

  • Identify any problems or barriers the user might encounter when trying to order coffee

Usability Testing.png

KEY HIGHLIGHTS

  • All participants completed the tasks successfully

  • No major challenges with participant’s understanding of the experience

  • Good look and feel of the experience.

  • The majority of the users would use the kiosk

  • Quicker and clearer than ordering at the till

  • Important to have a favourites section with the most popular drinks at the front

  • All users understand what they have to do after they have placed their order

  • Easy to switch language

  • A good steer on navigation and product type preferences

  • Would like to customise more. Eg. Extra hot, Half a shot

  • Accuracy of language translation is key

Screenshot 2022-06-21 at 21.18.56.png

REBRAND 
 

​At the time we were delivering the final designs, the company went through a rebranding. 

To align all the products, the design team worked together to create a cohesive look for all of the platforms.

01 Atract Screen.jpg
01B Eat in - Take away.jpg
02 Menu.jpg
07 Submenu_With_Product_added.jpg
05 Product A Customised.jpg
06 Modal Product Added.jpg
08 Submenu 02 Food.jpg
09 Product B.jpg
10 Modal Product Added 2.jpg
11 Submenu With Product Added 2.jpg
12 Order.jpg
13 Loyalty 1.jpg
14 Payment instructions.jpg
15 Payment authorisation.jpg
16 Payment Confirmation.jpg
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