CORE POS REDESIGN:
Simplifying Complex Workflows for a More Efficient User Experience
Hotsauce Technologies
2022
CORE POS REDESIGN:
Simplifying Complex Workflows for a More Efficient User Experience
Hotsauce Technologies
2022
CORE POS REDESIGN:
Simplifying Complex Workflows
for a More Efficient User Experience
Hotsauce Technologies
Product Design | 2022
The CORE POS project aimed to redesign a Point-of-Sale system to address inefficiencies and improve operator workflows in fast-paced environments. Feedback from the customer service team highlighted pain points such as difficulty managing multi-tasking, unintuitive navigation, and delays in completing tasks, prompting the need for a streamlined, user-friendly solution.
As the Lead Designer, I collaborated with the customer service team to uncover key issues, mapped workflows to identify inefficiencies, and created wireframes and prototypes tailored to their needs. I iterated designs based on feedback from usability testing and ensured alignment with technical feasibility through close collaboration with developers. The final high-fidelity prototype prioritized task efficiency and intuitive navigation, empowering operators with a system that enhanced productivity and usability.
Background & My Role
Challenge
The existing CORE POS system was outdated and inefficient, causing significant frustration for operators in fast-paced environments.
Key pain points included:
Unintuitive navigation
Difficulty managing multiple tasks simultaneously
Frequent delays in completing essential operations
These inefficiencies not only impacted productivity but also increased the risk of errors, leading to dissatisfaction among both operators and customers.
Additionally, the system lacked flexibility to adapt to modern workflows and evolving user needs. Feedback from the customer service team further emphasized the urgency to redesign the system to improve usability, enhance task efficiency, and reduce errors, while ensuring it could seamlessly handle the dynamic demands of daily operations.
The existing CORE POS system was outdated and inefficient, causing significant frustration for operators in fast-paced environments.
Key pain points included:
Difficulty managinUnintuitive navigation
g multiple tasks simultaneously
Frequent delays in completing essential operations
These inefficiencies not only impacted productivity but also increased the risk of errors, leading to dissatisfaction among both operators and customers.
Additionally, the system lacked flexibility to adapt to modern workflows and evolving user needs. Feedback from the customer service team further emphasized the urgency to redesign the system to improve usability, enhance task efficiency, and reduce errors, while ensuring it could seamlessly handle the dynamic demands of daily operations.
Back of House - Main Page
Back of House - Menu Maintanance
Front of House - Table Menu
Front of House - Ordering Page
Wireframing and Prototyping
Based on the research findings, I developed low-fidelity wireframes to map out a cleaner, more intuitive interface and conducted first round of usability test.
Wireframing and Prototyping
Based on the research findings, I developed low-fidelity wireframes to map out a cleaner, more intuitive interface and conducted first round of usability test.
Wireframing and Prototyping
Based on the research findings, I developed low-fidelity wireframes to map out a cleaner, more intuitive interface and conducted first round of usability test.
User Testing and Iteration
To ensure the redesigned POS system met user needs, I conducted usability testing with users, including restaurant owners and customer service team. These tests focused on:
Navigation: How easily users could find and complete key tasks.
Efficiency: Whether the new design reduced the time taken to perform daily tasks.
Customisation: How effectively users could tailor the interface to fit their business processes.
Based on user feedback, I iterated on the designs, making adjustments to navigation, button placements, and workflow steps to further streamline the user experience.
User Testing and Iteration
To ensure the redesigned POS system met user needs, I conducted usability testing with users, including restaurant owners and customer service team. These tests focused on:
Navigation: How easily users could find and complete key tasks.
Efficiency: Whether the new design reduced the time taken to perform daily tasks.
Customisation: How effectively users could tailor the interface to fit their business processes.
Based on user feedback, I iterated on the designs, making adjustments to navigation, button placements, and workflow steps to further streamline the user experience.
User Testing and Iteration
To ensure the redesigned POS system met user needs, I conducted usability testing with users, including restaurant owners and customer service team. These tests focused on:
Navigation: How easily users could find and complete key tasks.
Efficiency: Whether the new design reduced the time taken to perform daily tasks.
Customisation: How effectively users could tailor the interface to fit their business processes.
Based on user feedback, I iterated on the designs, making adjustments to navigation, button placements, and workflow steps to further streamline the user experience.
Prototype
Prototype
The redesigned Core POS system resulted in:
A 25% improvement in task completion time, allowing users to perform key operations more efficiently.
A 30% reduction in customer support tickets related to navigation and usability issues.
Positive feedback from users, particularly around the enhanced customization features and streamlined workflows.
Impact
User Research & Pain Point Identification
To understand the challenges faced by POS operators, I conducted in-depth user research that included interviews and usability test with operators and gathering feedback from the customer service team. The customer service team provided critical insights into common pain points and inefficiencies reported by users, such as difficulty navigating the interface, managing multiple tasks, and handling errors.
Using these insights, I created a detailed user journey map to visualise the current workflows, highlight bottlenecks, and identify opportunities for improvement.
User Research & Pain Point Identification
To understand the challenges faced by POS operators, I conducted in-depth user research that included interviews and usability test with operators and gathering feedback from the customer service team. The customer service team provided critical insights into common pain points and inefficiencies reported by users, such as difficulty navigating the interface, managing multiple tasks, and handling errors.
User Research & Pain Point Identification
To understand the challenges faced by POS operators, I conducted in-depth user research that included interviews and usability test with operators and gathering feedback from the customer service team. The customer service team provided critical insights into common pain points and inefficiencies reported by users, such as difficulty navigating the interface, managing multiple tasks, and handling errors.
Using these insights, I created a detailed user journey map to visualise the current workflows, highlight bottlenecks, and identify opportunities for improvement.
Using these insights, I created a detailed user journey map to visualise the current workflows, highlight bottlenecks, and identify opportunities for improvement.
Key Insights and Transition to the Design Stage
1. Navigation Overhaul Needed: Users face difficulty locating tools due to cluttered and unintuitive navigation.
• Design Implication: The navigation system needs to be simplified, with a clear hierarchy and customisable shortcuts for frequently used tools.
2. Order Management Efficiency: The lack of real-time updates and consolidated views for orders significantly hinders productivity.
• Design Implication: Introduce a centralised order dashboard with real-time updates and progress tracking to streamline workflows.
3. Error Recovery Mechanism: Limited error-handling capabilities force users to restart tasks, wasting time and increasing frustration.
• Design Implication: Implement an intuitive error recovery system that allows users to easily backtrack and fix mistakes.
4. Support for Multi-tasking: The system does not effectively support multi-tasking, leading to disruptions and loss of task focus.
• Design Implication: Design a flexible interface that enables users to switch seamlessly between tasks without losing context.
Key Insights and Transition to the Design Stage
1. Navigation Overhaul Needed:
• Pain Point: Users face difficulty locating tools due to cluttered and unintuitive navigation.
• Design Implication: The navigation system needs to be simplified, with a clear hierarchy and customisable shortcuts for frequently used tools.
2. Order Management Efficiency:
• Pain Point: The lack of real-time updates and consolidated views for orders significantly hinders productivity.
• Design Implication: Introduce a centralized order dashboard with real-time updates and progress tracking to streamline workflows.
3. Error Recovery Mechanism:
• Pain Point: Limited error-handling capabilities force users to restart tasks, wasting time and increasing frustration.
• Design Implication: Implement an intuitive error recovery system that allows users to easily backtrack and fix mistakes.
4. Support for Multi-tasking:
• Pain Point: The system does not effectively support multi-tasking, leading to disruptions and loss of task focus.
• Design Implication: Design a flexible interface that enables users to switch seamlessly between tasks without losing context.
Key Insights and Transition to the Design Stage
1. Navigation Overhaul Needed:
• Pain Point: Users face difficulty locating tools due to cluttered and unintuitive navigation.
• Design Implication: The navigation system needs to be simplified, with a clear hierarchy and customisable shortcuts for frequently used tools.
2. Order Management Efficiency:
• Pain Point: The lack of real-time updates and consolidated views for orders significantly hinders productivity.
• Design Implication: Introduce a centralized order dashboard with real-time updates and progress tracking to streamline workflows.
3. Error Recovery Mechanism:
• Pain Point: Limited error-handling capabilities force users to restart tasks, wasting time and increasing frustration.
• Design Implication: Implement an intuitive error recovery system that allows users to easily backtrack and fix mistakes.
4. Support for Multi-tasking:
• Pain Point: The system does not effectively support multi-tasking, leading to disruptions and loss of task focus.
• Design Implication: Design a flexible interface that enables users to switch seamlessly between tasks without losing context.
Duration: 3 months | Role: Product Design, Usability Testing, Interaction & Visual Design
Duration: 3 months Role: Product Design, Usability Testing, Interaction & Visual Design
Duration: 3 months
Role: Product Design, Usability Testing, Interaction & Visual Design
Front of House - Table Menu
Front of House - Ordering Page
Back of House - Main Page
Back of House - Menu Maintanance
Using these insights, I created a detailed user journey map to visualise the current workflows, highlight bottlenecks, and identify opportunities for improvement.
The existing CORE POS system was outdated and inefficient, causing significant frustration for operators in fast-paced environments.
Key pain points included:
Unintuitive navigation
Difficulty managing multiple tasks simultaneously
Frequent delays in completing essential operations
These inefficiencies not only impacted productivity but also increased the risk of errors, leading to dissatisfaction among both operators and customers.
Additionally, the system lacked flexibility to adapt to modern workflows and evolving user needs. Feedback from the customer service team further emphasized the urgency to redesign the system to improve usability, enhance task efficiency, and reduce errors, while ensuring it could seamlessly handle the dynamic demands of daily operations.
