Ck's Bakery: Scanning Their Way to Success
Ck's Bakery: Scanning Their Way to Success
Ck's Bakery: Scanning Their Way to Success
In today's digital age, restaurants are finding new ways to enhance the dining experience. CK's Bakery, a popular eatery known for its delicious offerings, decided to embrace technology by introducing a QR menu. This case study explores how this simple yet innovative change transformed the way customers order, making the process more convenient and enjoyable.
Due to confidentiality restrictions, I cannot share specific details about this project. However, I can walk you through the general process to provide a clearer understanding of what happened. This overview will not include any sensitive or proprietary information.
Disclaimer
Due to confidentiality restrictions, I cannot share specific details about this project. However, I can walk you through the general process to provide a clearer understanding of what happened. This overview will not include any sensitive or proprietary information.
Disclaimer
Due to confidentiality restrictions, I cannot share specific details about this project. However, I can walk you through the general process to provide a clearer understanding of what happened. This overview will not include any sensitive or proprietary information.
Disclaimer
Introduction To Ck's Bakery
For over two decades, CK's Bakery has been a cherished part of the community, serving up a delightful array of freshly baked goods across more than 80 stores. With a commitment to providing delicious treats at affordable prices, CK's Bakery has become a beloved destination for those seeking a warm and welcoming atmosphere along with their favorite baked delights.
Backstory
Budgie is already a successful product with 10+ companies and 5,000 + employees using it every day. However, the company is committed to making it even better in the second phase of development, with a focus on enhancing user-friendliness, efficiency, and adding more features.
To realize this objective, we undertook an In-depth Research Initiative, thoroughly examining existing product to gain profound insights and pinpoint specific areas for enhancement.
The Problem
The customers of CK's Bakery have expressed concerns about the hurdles they face when trying to order items from the store. These include difficulties in navigating the menu, uncertainty about product availability and customization options, and challenges during the checkout process.
These issues have led to frustration and may have contributed to a lower-than-desired conversion rate for orders.
Goals
Our mission is to identify and solve customer challenges across the entire process, from placing orders to checking status and paying. By smoothing out these pain points, we can eliminate frustrations, keep customers informed about their treats, and ensure secure, seamless payments. Ultimately, this user-centered approach will lead to a happier customer experience and a boost in orders for CK's Bakery.
Research Goal
The research goal is to delve deeply into the customer experience of ordering items from CK's Bakery, with a focus on understanding the specific challenges and frustrations they encounter.
By gaining insights into those areas, We aim to develop a comprehensive solution that effectively addresses all the challenges, reduces customer hurdles, and significantly enhances the overall experience for CK's Bakery customers.
Research Methodologies
Observational Studies
Conducted observational studies within CK's Bakery stores to observe how customers interact with the menu, inquire about product availability and customization options, and navigate the checkout process.
In-Store Interviews
Conducted interviews with customers in-store to gather insights into their experiences, pain points, and suggestions for improvement.
In-Store Interviews
Conducted interviews with customers in-store to gather insights into their experiences, pain points, and suggestions for improvement.
In-Store Interviews
Conducted interviews with customers in-store to gather insights into their experiences, pain points, and suggestions for improvement.
Staff Interviews
Interviewed CK's Bakery staff to understand their perspective on the ordering process, including any challenges they face in serving customers efficiently.
Staff Interviews
Interviewed CK's Bakery staff to understand their perspective on the ordering process, including any challenges they face in serving customers efficiently.
Staff Interviews
Interviewed CK's Bakery staff to understand their perspective on the ordering process, including any challenges they face in serving customers efficiently.
Prototype Testing
Created prototypes of new ordering process designs and tested them with customers in-store to gather feedback and refine the designs.
Prototype Testing
Created prototypes of new ordering process designs and tested them with customers in-store to gather feedback and refine the designs.
Prototype Testing
Created prototypes of new ordering process designs and tested them with customers in-store to gather feedback and refine the designs.
Method 1
Observational Studies
Menu Navigation : Customers spend a significant amount of time scanning the entire menu before making a decision, especially those unfamiliar with CK's offerings.
Product Availability : Many customers asked bakery staff about the availability of certain products, suggesting that the current menu did not adequately communicate availability. This led to delays in ordering and potential disappointment if desired items were unavailable.
Customization Requests : A significant number of customers requested customization of their orders, such as requesting specific ingredients or modifications to standard menu items. This highlighted the importance of offering flexible options to cater to individual preferences.
Checkout Process : Observations revealed that the checkout process was sometimes slow, particularly during peak hours, due to manual payment processing. This resulted in longer wait times and potential frustration among customers.
Method 2
In-Store Interviews
Dietary Restrictions : Many customers expressed the importance of having clear information about dietary restrictions, such as gluten-free, dairy-free, or vegan options. They suggested that CK's Bakery could improve by labeling menu items accordingly and providing detailed ingredient lists to accommodate these restrictions.
Afraid of Allergy : Customers with allergies highlighted the need for detailed ingredient lists and allergy information. They suggested that CK's Bakery could provide this information either on the menu or through a digital platform to help them make informed choices and avoid potential allergens.
Group Menu Accessibility : Some customers mentioned that the current menu layout could be overwhelming, especially for groups of people ordering together. They suggested that CK's Bakery could organize the menu by categories or offer a digital menu that allows for easier navigation and group ordering.
Method 3
Staff Interviews
Order Management : Staff mentioned that they sometimes miss orders, especially during busy periods, which can lead to delays and customer dissatisfaction. They suggested implementing a more efficient order management system to ensure all orders are processed promptly.
Limited Resources : With limited staff and resources, some staff members expressed challenges in attending to all customers effectively, especially during peak hours. They suggested exploring ways to optimize staffing levels or workflow to improve customer service.
Ingredient Knowledge : Staff highlighted the importance of having comprehensive knowledge about the ingredients used in CK's Bakery's products. They suggested that ongoing training on ingredients and allergens would help them address customer inquiries and concerns more effectively.
Menu Updates : Staff mentioned that they sometimes struggle to keep up with menu updates and changes, which can lead to confusion among customers. They suggested implementing a system to ensure that staff are informed promptly about any menu changes.
Method 4
Metrics Tracking
Wait Times : Average wait times during peak hours were observed to be approximately 15 to 20 minutes, leading to customer frustration and potential loss of business.
Order Accuracy : Customer feedback indicated that order accuracy was a recurring issue, with approximately 10% ( 1 out of 10 )of orders containing errors or missing items.
Customer Satisfaction : Surveys revealed that only 60% of customers were satisfied with the current ordering process, citing long wait times and confusion over menu options as key concerns.
Overall Findings
CK's Bakery faces several challenges, including outdated menus, inconvenient ordering processes, limited payment options, and a lack of data insights due to traditional menus and cash transactions.
Proposed Solutions
We propose a comprehensive approach that tackles the identified pain points across various touchpoints. This includes Utilizing QR menu design, empowering staff with knowledge, streamlining the ordering process, and implementing a robust order management system. Let's delve deeper into each proposed solution.
1
Digital Menu and QR Code Integration
Implement a digital menu with QR code integration for easy access to menu items and information. Include food macros and nutritional information for health-conscious customers.
1
Digital Menu and QR Code Integration
Implement a digital menu with QR code integration for easy access to menu items and information. Include food macros and nutritional information for health-conscious customers.
1
Digital Menu and QR Code Integration
Implement a digital menu with QR code integration for easy access to menu items and information. Include food macros and nutritional information for health-conscious customers.
2.
Food Preference and Customization
Provide options for customers to indicate their food preferences and dietary restrictions. Include detailed ingredient lists and nutritional information for transparency.
2.
Food Preference and Customization
Provide options for customers to indicate their food preferences and dietary restrictions. Include detailed ingredient lists and nutritional information for transparency.
2.
Food Preference and Customization
Provide options for customers to indicate their food preferences and dietary restrictions. Include detailed ingredient lists and nutritional information for transparency.
3
Streamlined Ordering Process
Simplify the ordering process through a user-friendly interface and clear menu categories.
3
Streamlined Ordering Process
Simplify the ordering process through a user-friendly interface and clear menu categories.
3
Streamlined Ordering Process
Simplify the ordering process through a user-friendly interface and clear menu categories.
4
Improved Checkout Efficiency
Introduce contactless payment options for a faster and more convenient checkout process. Implement a digital order tracking system to monitor and manage orders efficiently.
4
Improved Checkout Efficiency
Introduce contactless payment options for a faster and more convenient checkout process. Implement a digital order tracking system to monitor and manage orders efficiently.
4
Improved Checkout Efficiency
Introduce contactless payment options for a faster and more convenient checkout process. Implement a digital order tracking system to monitor and manage orders efficiently.
Ideating the Solutions
To address the challenges faced by CK's Bakery, we propose a comprehensive solution that focuses on improving checkout efficiency, catering to food preferences, streamlining the ordering process, and integrating digital menu and QR code technology. These solutions aim to enhance the overall customer experience, improve staff efficiency, and drive business growth.
Design Implementation
As we explored a wide range of creative ideas through brainstorming and prototyping. Finally, we meticulously refined the design based on user feedback and testing. The result? The ultimate design solution, crafted with care and backed by a rigorous development process.
After extensive research and refinement, we've arrived at our final design. It's a one-stop shop, meticulously crafted to balance all your needs in a single, user-friendly interface.
Flow 1
Onboarding
We made the onboarding process at CK's Bakery easier after scanning the QR code by cutting down on steps and giving clear instructions. Users now see a simple interface that guides them through selecting items, customizing orders, and finishing the transaction. We also added visual tips to help users along the way. This simpler process reduces confusion and makes users happier,
Flow 2
Selecting Preferences
Our new interface makes it easy for users to indicate their dietary needs and preferences, including options like gluten-free, vegan, organic, poultry, non-veg, spicy, nut-free, dairy-free, mild, veg, low-carb, or high-fiber. With thoughtful design and clear visual cues, users can effortlessly navigate the menu and select their preferences, ensuring they find the perfect meal tailored to their tastes.
Flow 3
Food Ordering
We simplified the user flow at CK's Bakery by creating a straightforward process. We reduced unnecessary steps and provided clear instructions, making it quick and easy to place an order. This streamlined approach ensures a smooth and hassle-free experience for customers.
Flow 4
Review Order & Status
We've streamlined the process for users to review and track their orders at CK's Bakery. user will receive real-time updates on the status of your treats, whether they're being prepared, on their way to you, or ready for pickup. Stay in the loop and get ready to enjoy your delicious foods!
Flow 5
Ratings and review
We've integrated a feedback and rating system to make it easy for customers to share their experiences. After placing an order, users can provide feedback on the app or website, rating their overall experience and leaving comments if they wish. This feedback is valuable to us as it helps us understand what our customers love and where we can improve.
Final Design
Before we finalize the project, let's create a checklist to ensure we've addressed all user pain points and solved them.
we've thoroughly addressed all the pain points on our list. Our solution is designed to tackle each challenge head-on, ensuring a smoother and more user-friendly experience. Stay tuned for the unveiling of our comprehensive solution
Prototype testing
Before finalizing the design, we conducted prototype testing with real users to gather valuable feedback.
This testing process involved putting prototypes of the final product design in the hands of our target audience. We observed how they interacted with the product, listened to their feedback on usability and functionality, and identified any areas for improvement.
By incorporating this user feedback, we were able to refine the final design and ensure it delivers a smooth, intuitive, and enjoyable experience for everyone.
Changes Made
After a successful review of CK's Bakery's QR menu and order app, we found it to be generally well-received but identified a few areas for improvement. The menu, while loading times were slightly slow, and offering more payment options would enhance convenience for customers. Changes were made accordingly.
Struggles We faced
What if ?
Our initial focus didn't consider the challenge of serving customers without smartphones, particularly older adults who might find them difficult to use. Finding solutions for this accessibility gap became a key priority.
Solution for the Struggle
Order Buzzer
Order Buzzer
Order Buzzer
Our initial focus didn't consider the challenge of serving customers without smartphones, particularly older adults who might find them difficult to use. Finding solutions for this accessibility gap became a key priority.
Next Step
Our project to enhance the ordering experience at CK's Bakery has successfully completed the design phase and is now moving into development. This milestone brings us one step closer to revolutionizing how customers interact with the bakery and simplifying the ordering process.
With the design finalized, our development team is ready to transform these concepts into a functional reality. Every aspect of the user experience, from menu navigation to checkout, will be carefully crafted to ensure a seamless and enjoyable experience for customers.
Conclusion
Throughout this project, we have collaborated with the CK's Bakery team, listened to customer feedback, and leveraged the latest technologies and design principles to create a solution that is both innovative and user-friendly. From redesigning the menu to streamlining the checkout process, every decision was made with the customer in mind.
Conclusion
Our time with Budgie has been quite a ride! We've learned to be creative even when things are tough, focus on how people feel when they use our stuff, and make sure everyone feels included. As we keep working on making things better, we'll always remember to keep it simple and friendly, making sure our tech feels like it's made for real people. Budgie's changes have taught us a lot, and we're excited to keep learning and making cool stuff for everyone to enjoy!
Learning & Takeaways
Change is Consistent
Throughout this project, I learned a lot about how people's preferences change frequently, and their needs often change rapidly. As designers, we have the responsibility to balance these factors for them.
Yes ! You might have done it better
Yes ! You might have done it better
Yes ! You might have done it better
There are multiple ways to approach a problem. One way is usually better than the others. We arrived at this design decision after extensive research, brainstorming, and testing. It works well for our users, so we're sticking with it for now.
However, I'm always open to learning new approaches. If you have any ideas that might lead to an even better result, I'd love to hear them! ping me @here I can then incorporate them into the process next time.