In-N-Out Ordering App
After observing the in-person restaurant experience, user interviews, flow maps and establishing a service design blueprint we found the restaurant did a great job in customer service, back and front staff productivity, customer satisfaction and overall restaurant experience. However there was a reoccurring pain point which was the wait time. Most customers expressed a dissatisfaction that they could not place an order online.
After extensive research, we created initial concepts for the In-N-Out Burger App. Our primary objectives were to develop an app that was easy to use, mimicked the in-person ordering experience as much as possible, made it possible to customize orders, and gave users payment integration options.
In Restaurant Observation
We established a service blueprint based on the current state, which was nearly perfect. After careful observations, we chose to tackle the wait-time by offering an online ordering experience.
Service Design Pattern
We did “crazy eights”, to create eight rough sketches to flush some ideas out. After careful review and voting process, we decided to move forward with an online ordering app.
Using the current as well as the ideal state we created story boards to bring our vision to life.