Kiosk to enable end to end ordering experience in all Popeyes Stores of India
Designed end-to-end experience for in-store ordering kiosk experience for Popeyes. This app is deployed in all Popeyes outlets across India. The kiosk design addresses diverse use cases including browsing the menu, applying offers, and placing order.
Role
Product Designer, collaborating with 1 Design Manager, 2 PMs and 2 Developers
Duration
12 Months, From Jun'22 to July'23
Problems in the current Kiosk Experience
The current design of the Popeyes kiosk was adapted by making the mobile app responsive and scaling it up to fit the kiosk screen. However, this approach negatively impacted the user experience:
Space and size considerations were not accurate - The touch targets were too small, which posed significant challenges in the kiosk setting, as the device is not handheld and requires larger, more accessible touchpoints.
Better Experience Overall - Since the kiosk operates in a fixed in-store environment, with parameters such as location and available offers already defined, designing specifically for the kiosk can greatly enhance the customer experience.
Pain Points in current state
As a result, the design process shifted from being a simple redesign to a ground-up creation tailored to the kiosk's unique context.
Competitive Analysis
I looked at different Kiosk experiences by going to their stores to understand what is working well.
Competitive Analysis
Opportunities of using Kiosk in store
Based on the secondary and primary research conducted, I defined some opportunities of Kiosk that can help provide better experience to customers
Opportunities of Kiosk
Ideation & Wireframing
Homepage Explorations — I explored 2 versions of homepage, with F and Z layout.
Cross Sell Explorations — I explored various versions of cross-sell, And then decided to go with the one with least obstruction for the user
Cart Explorations — I explored 2 versions for Cart, one with modal and other full page
Style Guide
Since I did not find any specific guidelines for Kiosk design, I created custom grid & typography to create components for my designs.
I used to A3 Size sheet to explore as that had same size as Kiosk to iterate.
Style Guide
Component Design
Final Prototypes
Designed based on the wireframes. The designs have been prototyped with motion as that gives indication to users which is extra helpful in big screen sizes like kiosk.
Impact
5% increase in the average bill per order value and 7% increase in the number of orders places using Kiosk.
The organization is also launching similar experience for Domino’s. Other Contextual Insights include-
40% of the orders were combos
People rarely interacted with categories section ( Session recordings and observations)
Payment process worked very seamlessly
Design with Cross-sell on Home screen worked better
Further Improvements After Launch
Key Takeways
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Kiosk to enable end to end ordering experience in all Popeyes Stores of India
Designed end-to-end experience for in-store ordering kiosk experience for Popeyes. This app is deployed in all Popeyes outlets across India. The kiosk design addresses diverse use cases including browsing the menu, applying offers, and placing order.
Role
Product Designer, collaborating with 1 Design Manager, 2 PMs and 2 Developers
Duration
12 Months, From Jun'22 to July'23
Problems in the current Kiosk Experience
The current design of the Popeyes kiosk was adapted by making the mobile app responsive and scaling it up to fit the kiosk screen. However, this approach negatively impacted the user experience:
Space and size considerations were not accurate - The touch targets were too small, which posed significant challenges in the kiosk setting, as the device is not handheld and requires larger, more accessible touchpoints.
Better Experience Overall - Since the kiosk operates in a fixed in-store environment, with parameters such as location and available offers already defined, designing specifically for the kiosk can greatly enhance the customer experience.
Pain Points in current state
As a result, the design process shifted from being a simple redesign to a ground-up creation tailored to the kiosk's unique context.
Competitive Analysis
Competitive Analysis
I looked at different Kiosk experiences by going to their stores to understand what is working well.
Opportunities of Kiosk
Opportunities of using Kiosk in store
Based on the secondary and primary research conducted, I defined some opportunities of Kiosk that can help provide better experience to customers
Ideation & Wireframing
Homepage Explorations — I explored 2 versions of homepage, with F and Z layout.
Cross Sell Explorations — I explored various versions of cross-sell, And then decided to go with the one with least obstruction for the user
Cart Explorations — I explored 2 versions for Cart, one with modal and other full page
Style Guide
Since I did not find any specific guidelines for Kiosk design, I created custom grid & typography to create components for my designs.
I used to A3 Size sheet to explore as that had same size as Kiosk to iterate.
Style Guide
Component Design
Final Prototypes
Designed based on the wireframes. The designs have been prototyped with motion as that gives indication to users which is extra helpful in big screen sizes like kiosk.
Impact
5% increase in the average bill per order value and 7% increase in the number of orders places using Kiosk.
The organization is also launching similar experience for Domino’s. Other Contextual Insights include-
40% of the orders were combos
People rarely interacted with categories section ( Session recordings and observations)
Payment process worked very seamlessly
Design with Cross-sell on Home screen worked better
Further Improvements After Launch
Key Takeways
2025, Tanya Bansal