Costa Coffee's Self Order Kiosk
DIGITAL PLATFORM • PRODUCT DESIGN
Designing a user-friendly and efficient global self-order kiosk solution for Costa Coffee
OVERVIEW
Since its humble origins in South London in 1971, Costa Coffee has grown into a global coffee brand. Costa believes that coffee is an art and is constantly striving to deliver the perfect cup, whether it's in-store or on the go, bringing the latest solutions to their clients to make their experience enjoyable.
MY ROLE
Senior Product Designer
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
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Improve customer satisfaction
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Provide a more efficient, quick service
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Increase profits
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Reduce wait times
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Improve order accuracy
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Allow multilingual access
COMPETITIVE RESEARCH
Ran a competitive analysis to understand competitors' features, patterns, differentiators, strengths, and weaknesses.
Visited 3 different locations with Self Order Kiosk
USER FLOW & JOURNEY
A user flow & user journey was created to identify the touchpoints and areas where the user makes the decisions.
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.
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
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Understand what actions customers take when they consider buying a coffee
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Test and validate the current user flows
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Identify any problems or barriers the user might encounter when trying to order coffee
KEY HIGHLIGHTS
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All participants completed the tasks successfully
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No major challenges with participant’s understanding of the experience
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Good look and feel of the experience.
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The majority of the users would use the kiosk
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Quicker and clearer than ordering at the till
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Important to have a favourites section with the most popular drinks at the front
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All users understand what they have to do after they have placed their order
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Easy to switch language
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A good steer on navigation and product type preferences
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Would like to customise more. Eg. Extra hot, Half a shot
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Accuracy of language translation is key
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.
