Design new, large-scale touchscreen food ordering kiosk experience for implementation across McDonald's global markets. McDonald's serves ~68 million customers daily in 119 countries across ~37K outlets. There are over 3 million kiosks world-wide. MVP release planned for early 2018 in France.
Develop a design system within a digital cross-channel (web, app, kiosk) approach. Considerations include usability testing insights, business requirements, and variability across global markets.
How might we
Enable diverse customers to order on the kiosk with a sense of confidence and ease, according to their individual budget, taste, and dietary preferences?
Interaction Designer on cross-cross-disciplinary team, working with Visual Designer, Creative Technologist Lead, and Project Manager. Second sprint team (IxD & VD) added midway through.
My work included: clarifying questions, strategizing approach and developing strong POV, and gaining buy-in from client. I wrote user stories, sketched, created pattern library, created wireframes and flows, planned and conducted usability testing with working prototype, iterated based on learnings, and more.
POV documents, screen anatomies, wireframes, flows
Success looks like
Navigating the tension between legacy design and IT while re-envisioning Kiosk using UX process and systems thinking—all with an eye toward simplicity. Advocating for design-led solutions and processes. Leading cross-channel design through Kiosk sprints and testing.
Process Snapshots — Analyzing & Grooming User Stories from Client
Process Snapshots — the above dovetails with further IA work
Part of the "success" meant understanding legacy IT systems/constraints.
With the user stories & design exploration above, I needed to understand configurations across individual restaurants.
Shown here are the three market-configurable fulfillment "modes," and its restaurant-specific variations. The design exploration adds an alternate path from the Pull-In screen and anticipates future implementations yet to be designed. We also urged IT streamline to a single mode, Mode 0.
Signature Item Customization Flows — low fidelity
Deals Flows — mixed fidelity
Accessibility Flows — high fidelity
Accessibility Flows for Wheelchair ("Reach") Mode — based on research into anthropometrics and best practices, ADA requirements, and principles of respect through simplicity and parity with non-wheelchair mode
Process Snapshots — Testing
Click above to view click-through of prototype (coded in react). password: ocean.
Process Snapshots — Ethnographic Research in McDonald's and other stores with kiosks
Process Snapshot — Literature Review, Accessibility examples
Documentation — Pattern Library