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CASE STUDY
Kiosk - Self Food Ordering
Marriott International, a global leader in the hotel industry, recognized the need to introduce the self-service kiosk experience for their guests.
Overview
Marriott International, a global leader in the hospitality industry, aimed to enhance the dining experience for its guests by introducing a self-service kiosk application. As a UX designer at Agilysys, I had the opportunity to design a concept for this kiosk application. The goal was to create an intuitive and engaging interface that would allow guests to easily select their preferred language, choose a restaurant, customize their order, add special instructions for the chef, and complete the payment process. This case study outlines the key design decisions and considerations that went into creating this concept.
Duration
2 Months
Team
3 UX Designers including me
Problem Statement
Language Barrier
Marriott serves guests from around the world, and language differences can be a barrier to ordering food
Complex Order Customization
Guests often want to customize their orders with specific preferences, such as adding toppings to pizzas.
Efficiency and Accuracy
Marriott wanted to improve order efficiency and accuracy while reducing wait times and errors in the ordering process.
Onboarding with Multiple Languages
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Provide a welcoming screen that allows users to select their preferred language
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Ensure clear, easily identifiable language options using national flags or language names
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Include the option to change the language within the app settings later
Order Customization
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Designed an intuitive menu with categories and high-quality images for items
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Allowed users to filter or search for specific dishes or dietary preferences
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Enabling users to customize their orders with options like ingredient substitutions, extras, or portion sizes
Write a Note to the Chef
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When guests place their orders through the POS system, they have the option to include a personal note to the chef. This note can be used to specify preferences, such as cooking temperature, spice level, or ingredient substitutions.
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It promotes inclusivity by accommodating various dietary needs and preferences, making dining at Marriott International restaurants enjoyable for everyone
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