Kiosk Ordering App

A Kiosk app allowing retail / F&B outlets to capture customer orders from standing or table kiosks.

Live Since January 2021

V3IOS AppAndroid App

Live Since January 2021

V3IOSIOS AppAndroidAndroid App

Deployed Across

  • Singapore
  • Malaysia
  • Australia
Role
UI design, UX research, prototyping, userflows, design system & documentation.
Tools
Figma, Illustrator, Maze (user testing), Github & Nuclino.

Orders placed

12+ mil12+ million

Lifetime merchants

500+

1.

Summary

YQueue Kiosk allows retail and F&B outlets to take customer orders without dedicated front-of-house staff, running on large self-standing or wall-mounted screens. I led the UI/UX of the product, working from field research at merchant locations and working on a competitor analysis of players like McDonald's and TouchBistro.

Every change was prototyped and validated through user testing and reviewed with C-level, engineering, and stakeholders before rollout resulting in service switching time falling 82.5% (20 seconds > 3.5), menu browsing dropping 27%, and average spend rising 33% ($6.10 > $8.14) per order with the average order amount going from 2 > 3 items per order.

4.i

Service switching

82.5% time decrease.

View research

4.ii

Information overload

27% time decrease & 33% spend increase.

View research

2.

About the Product

A competitor analysis was performed against the existing kiosk solutions across all markets. This was intended to help us identify core workflows required for the application, while identifying gaps suitable for improvement.

Various tests were performed, including with C-level, investors, development and the sales team throughout the whole process. What was discussed largely aligned with the test findings, which increased my confidence in the changes.

A competitor analysis was performed against the existing kiosk solutions across all markets. This was intended to help us identify core workflows required for the application, while identifying gaps suitable for improvement.

Various tests were performed, including with C-level, investors, development and the sales team throughout the whole process. What was discussed largely aligned with the test findings, which increased my confidence in the changes.

3.

Features

Core Feature
Core Feature

Language selection

Improves accessibility for diverse users.

1/9

4.

Research

A baseline was set for all research by testing the same flows, then testing again with the new changes.

i. Service Switching

Switching service mid-order should be trivial, but due to some merchants treating dine-in and takeaway as separate flows and some items no longer being available, customers could get confused, restart their order entirely, or even abandon their cart. Although items becoming available doesn’t happen often, it still needed to be fixed.

Proposed options:

  • Ask for the service type before revealing the menu, telling users up front that they can change it at any point
  • Add a service toggle on the menu
  • When a service change makes cart items unavailable, show a clear prompt listing what needs to be removed if they wish to continue

In conclusion, testing showed a significant reduction in decision time when switching services, with the majority of users engaging with the new toggle rather than restarting their order. This confirmed that the friction wasn't the idea of switching services, but the lack of a visible action the user could take as well as not knowing the service at the start.

ii. Information Overload

Merchants tend to write long, descriptive menu items, assuming more detail sells more. My early observations showed the reverse: faced with that much text, customers got overwhelmed and slower to decide.

Proposed options:

  • Cap item descriptions at 255 characters, truncating (...) once they hit a set line height
  • Lean more on imagery over text - people process images faster than copy, which matched both my observations and research
  • Add dietary tags
  • Display an "i" icon on each item that requires more information

The changes didn't just speed up decisions, it also increased average spend, and users went from ordering 2 items > 3 items, suggesting that overwhelmed users weren't just slower, they were more conservative. Faster, image scanning likely gave users more confidence to explore and add items rather than defaulting to what they already knew.

Next steps where to validate this further with interviews to understand whether the spend increase came from users adding more items, choosing higher-priced items, or both.

5.

Final designs

Kiosk Landing screen

1/19

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