Orderhub supports the workflow in gastronomy trade.
Fast and error-free processing is essential, especially in
large-scale catering. The focus in the development of this tool
was therefore on comprehensibility and simple handling.
This project is a fictional redesign of the “Orderman”, a device used in the gastronomic industry to take up and bill orders. Working digitally is a huge help to the staff in big venues. Through some previous jobs in the industry and using some of the available devices/applications while bar tending or serving, I recognized the accumulated little mistakes within the available solutions that prevent an useful and effective communication between the staff members. The main goal of the shown redesign was to simplify the work-flow in a venue and make the communication between the different branches of staff, such as the kitchen staff, the servers and the bartenders, more effective, intuitive and direct.
Technical trouble with the Orderman can result in a lengthy ordering process. After the order is placed, the staff can get to work. During peak period lot of orders arrive in the kitchen or at the bar. Orders are constantly being placed, worked off, sometimes altered and served. Drinks are obviously more likely to make it to the customer in time, while food orders will take longer. Through interviews, we were able to figure out that customer are satisfied with the service if their drinks arrive (on average) 5 minutes after placing the order, while the threshold for food is at 15 minutes.
Interviews - We interviewed employees working different jobs in the catering industry. They gave us important information about how we could improve the ordering and billing process. In addition, we interviewed customers to be able to analyze the opposite perspective.
Customer Journey - Throughout the development of our product we used the design method „customer journey“, which focuses on the users interaction with an already existing product. To analyze the deficiencies of the existing application, two test are conducted. The first test is based on the reactions of an unexperienced user, who has never used the application before, whereas the second tester is an experienced user who has previously worked/interacted with the product in question. By using this method, designers can gain valuable insights on how the user interacts with the application. Through these observations, errors and shortcomings of the existing product can be found and optimized.
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After the sign-up, the waiter enters the "guest room" view. All seats that are already occupied are listed. The timer starts after the last visit at a table. If customers have not been served for a while, the blue watch appears. The plus icon allows the user to add new tables and the bills can be viewed under the options.
Already ordered items will be displayed on occupied tables. Swiping them to the left will cancel the item. Every order or cancellation will be printed in the bar and kitchen, informing all staff about any changing. By pressing the total sum, the waiter can enter the billing screen. To type in a new order, the waiter only has to press the floating button with the plus symbol.
By swiping while in the order sub menu, the waiter can switch between different categories such as soft drinks, beer, etc. Feedback is given through the change of the billing price. In the options menu, the waiter is able to cancel unintentionally ordered items or type in extra information regarding an already ordered item. The latter can also be achieved by long pressing the item in question.
The billing screen shows the unpaid customer bills. Depending on whether the customers want to pay at once or split the bill, the waiter is shown either a split view of the bill or gets directed to the selection of the payment options. In the split view, the screen is divided vertically. Before making a selection, all items are listed at the top of the screen. Upon pushing the blue button to bill the customer, a pop-up menu with different payment options appears. The waiter can also select options to print the bill and/or a business receipt through the pop-up menu. By entering selecting options on the pop-up, the process is completed.