O'Neills

On-site Research & App Design

On-site research with restaurant staff and customers to redesign a refreshments and food order app.

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Introduction

While working for Mitchells & Butlers, the client informed us that they wanted to do in-venue research for a mobile experience that allows customers to order food and drinks and get it delivered straight to their table. The on-site research was to find out if the solution is of benefit for the staff, if customers are using it and how they’re using it, and overall to find ways to make the experience even better.

Together with the BA of Mitchells & Butlers, we set out to test the experience on-site, by doing some observations and interviewing the staff and customers. Once this was concluded, the findings were presented back to the client along with recommendations on how to improve the overall mobile experience and ensure it operated smoothly on-site.

While working for Mitchells & Butlers, the client informed us that they wanted to do in-venue research for a mobile experience that allows customers to order food and drinks and get it delivered straight to their table. The on-site research was to find out if the solution is of benefit for the staff, if customers are using it and how they’re using it, and overall to find ways to make the experience even better.

Together with the BA of Mitchells & Butlers, we set out to test the experience on-site, by doing some observations and interviewing the staff and customers. Once this was concluded, the findings were presented back to the client along with recommendations on how to improve the overall mobile experience and ensure it operated smoothly
on-site.

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My role

On this project my role was to conduct the on-site user research. After this, I presented back the findings to the client, along with proposals on improving the mobile and on-site experience.

Our process

We kicked off this project by selecting only one venue where we would conduct the on-site user research. This was followed by visiting the venue with our questions for the staff and customers in hand. Upon arrival, we only observed if customers were using the experience. If a customer used the mobile experience, we observed their interaction with the staff.

Once the on-site user research was complete, we presented the findings to the stakeholders on improving the on-site experience and the mobile experience.

For the mobile experience improvements, I created a issue prioritisation spreadsheet covering all the UX/UI changes needed.

Once the issues were prioritised, I redesigned the UI of the experience, exported the assets through Zeplin for development. 

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