MANAGE CARDS
Managing credit or debit cards through mobile app
WHEN: 2019 - 2020
ROLE: Design Manager/Lead Designer
​TEAM: Two Designers & One Researcher
PLATFORM: iOS
CHALLENGE
While there are many ways to rate and review restaurants, these are not focused on evaluating individuals servers. This app gives an experience where diners can submit positive comments and constructive suggestions for the wait staff, and servers can use this feedback to both improve and secure new employment.
SOLUTION
Diners will be provided a tablet in the restaurant. They will use the tablet to pay and subsequently review, rate the wait staff. A phone app or responsive website can be accessible to anyone to see the review of the server of the restaurant. Wait staff can alter harmful comments upon login but cannot change the ratings.
PROCESS TO DERIVE THE SOLUTION
Following sections list all the steps I followed to derive the design
GOALS
We identified the goals before starting the project are as follows:
Review and rate wait staff/servers by diners.
Employers look at the profile of the wait staff/servers to find out the ratings.​
Wait staff can claim their profile and hide the negative review.​
What kind of device?
Tablet devices on each table at the restaurant and a web app/responsive website to show the ratings of the wait staff.
What kind of restaurants?
A dine-in restaurant with food and drinks.
Who are the users of the application?
Users are as follows:
-
Diners to provide reviews.
-
Waiters to hide negative reviews for prospective employers.
-
Employers can view the server’s ratings.
What are the behavior of the users?
-
Diners will only provide the review after he or she finishes their meal. So the application is only useful after the meal is complete.
-
Rationale: Research shows that reviews are most effective immediately after diner pays the bill. So diners don’t need to memorize, who was their server, and how was the service.
-
Wait staff goes to the web app and then claim their profile.
-
Rationale: Following the trend on LinkedIn, when you can hide any negative recommendation and real estate site like Zillow, where you can claim your property, I came up with the idea that wait staff can claim their profile and hide the negative review, but cannot change the overall ratings and feature-based ratings.
-
Employers need to search prospective employee ratings from a web app or responsive website.
-
Rationale: This site could be like Linkdhin for the restaurant industry. But I don’t know how useful is that to open up a website just for restaurant servers. I know that there are tons of website show restaurant reviews but none of them shows server’s review. Why not combine restaurant review along with the server’s review and connect with the feedback got from the restaurant tablet.
What kind of benefits this application can provide?
With constructive feedback
-
Servers: can improve their service by rectifying their mistakes. They can hide negative feedback, but cannot change the ratings.
-
Restaurants: can benefit by improving their service when their servers are well aware of the rating system.
-
Employers: will benefit by employing the best employees. There will be no guesswork on employing the servers​.
PERSONA
Persona is a semi-fictional representation of ideal customers based on research and real data about your existing customers. In this case, I researched the behavior of the users of the system and came out with personas. ​
RESEARCH, FINDINGS & INSIGHTS
COMPETITIVE ANALYSIS
The competitive analysis offers a way to interpret usability standing in reference to the competition. In this case, the feature to review and rate the server is a unique feature and no other site and app have it. But I considered a couple of sites as competitors who display reviews and ratings of the restaurants or show/hide recommendations for the employee.​
POINT OF VIEW STATEMENT
I started brainstorming and listed all the use cases. After that, I organized the use cases based on user stories, which helped me to identify the problems and user needs.
DESIGN PROCESS
USER FLOWS
A user flow is a series of web pages that define tasks based on the user. It includes the steps that a user performs to complete the task, during a website/web app visit. I derived the high-level user flow from the research. ​
We started creating the low-fidelity wireframes. They are useful because we can iterate quickly, learn, and evolve. We showed them to a couple of users and iterated the design.
SKETCHES
I started with low-fidelity wireframe sketches. Low-fidelity sketches are useful because I can use them to iterate quickly, learn, and evolve. I showed them to a couple of users and iterate the design.
WIREFRAMES
Wireframes for the diner using the tablet
Diner goes to the restaurant. Eat and pay through the tablet provided by the restaurant. Then they give the wait staff rating on 3 major characteristics of wait staff and a comment.​
Wireframes for the restaurant owner/employer using the Web App or responsive website
Restaurant owners go to this app to find the prospective employee (waitstaff) review.
Wireframes for the restaurant owner/employer using the Web App or responsive website
Restaurant owners go to this app to find the prospective employee (waitstaff) review.
VISUAL DESIGN
Later we created high fidelity wireframes and tested those with real users.
DINER FLOW
Diner uses the restaurant tablet to provide a review of the wait staff.
RESTAURANT OWNER / WAIT STAFF FLOW
Employers can go to the web app or responsive website to find the rating and reviews of the future employee. Wait staff logs in and hides the review.
LEARNING & FUTURE OPPRTUNITIES
The project had many challenges. Most of the challenges we found are the gaps in the API. When we proposed a solution, we sat with the engineering team to find the feasibility. Some of the proposed features could not be built because the API end points are not available.
NEW OPPORTUNITIES: NEXT PHASE
This is currently under production. We already identified some of the features, we will introduce in the next phase after the API 's endpoints are available.
-
When locking/reporting a card, Show the card's dependencies that may be affected by the action
-
Have rich rewards redemption experience
-
Allow members to make their Custom PIN on activation