Ordering Feature of RAIL device
Project: Ordering Feature of RAIL Device
My Role: UX Designer
Team Members: Amit, Technical Project Manager; Ryerson, Director of Production; Taylor, Senior Engineer; Lisa, QA Manager; Forgo Management and service team
Duration: 6 months
Release: Dec 2019
Outcome: Led to an additional 5 percent increase in revenue (with Gift Card Feature)
Problem Statement
Problem: When the guest calls the server, sometimes they don't want to check out. They want to order more.
Pain Point 1: The waiter has to grab a paper order form quickly to write down the new additions to their order, or the waiter has to memorize the new part of their order.
Pain Point 2: We received more and more complains from the restaurants about how they need ordering feature on their RAIL. This complains became number 1 in our backlog.
Solution: Therefore, Ryerson and Amit wanted to solve this problem. They wanted to add the ordering feature on RAIL.
Design Process
User Story: It happened in Steak&Seafood restaurant at the busiest time Friday 7:00pm. Waiter James saw Adam finished his drink and called him. So James handed RAIL to Adam to check out. But Adam said he wanted to order more drinks. So James used RAIL to input new additions to Adam’s order, and then James left the RAIL on the table and grabbed the new drink for Adam.
Steak & Seafood Restaurant
Persona: James
Persona: Adam
Persona: Mary
Persona: John
Ideation, discussion and usability tests
Presented three designs to the Forgo Management and service team, discussed and got feedback
Presented two options to the Forgo Management and service team, discussed and got feedback
Iteration Process
Final Design
User Flow
User Interface
Delivery and Release
When this project moved forward to build, system integration test and beta testing with customers, I provided help whenever Taylor and Lisa needed.
After release in December 2019, the Ordering and Gift card feature of RAIL increased 5 percent in revenue.
Reflection
In the software development processes, being a good team player is a critical element in bringing out the most productive attitudes of other teammates, leading to team success.
When I review this project today, I would like to participate in the discussion meeting with Fogo management and server teams.
