Background

Food pick-up can be a frustrating experience. The lack of clear communication about estimated wait times often leads to uncertainty and stress. Customers may find themselves waiting in line for extended periods, only to discover their order wasn't even received. This can be especially frustrating during busy times or when trying to meet tight schedules.

Overview

Orderly is an app I designed that provides clear order status for food pick-up. As the lead UX designer, I conducted in-depth user research and performed iterative testing to build a solution that is both intuitive and efficient.

Understanding Users

I chose three locations for an ethnographic study of take-out restaurants: a food truck, a food court, and a food kitchen. This revealed a universal problem statement with food pick-up and all users showed a clear need for visibility into order status and wait times.

Defining the Issue

My challenge was to design a scalable solution that would meet the diverse needs of many pick-up locations. By creating empathy maps for my three study locations, I identified their unique requirements and determined that clear display of order time, order status, and customer identifier were essential components for all.

Getting Creative with Solutions

To design an effective app I needed to consider factors like order volume, the physical space of the pick-up area, as well as company branding. For example, in crowded food courts, large text is essential, while in smaller kitchens, a less intrusive display is needed. By carefully considering these factors, I began designing solutions through basic sketches and wireframes.

Visual Design

Restaurant kitchens are chaotic environments, so I prioritized simplicity in my design. By carefully selecting the necessary data fields and buttons, I created a streamlined interface that allowed kitchen staff to quickly and efficiently update order statuses.

Taste Test

Through usability testing I validated design choices and uncovered opportunities for enhancement. By observing user behavior and gathering direct feedback I created three versions of the app with a seamless and intuitive experience for both customers and restaurant staff.

Food trucks can use Orderly screens to keep customers informed and reduce lines.

Busy food courts can use Orderly to reduce confusion and keep customers informed.

Orderly turns chaotic food kitchens into more organized spaces.

Results

Orderly prototypes were delivered to my clients, who are seeking to launch the app at a local food truck chain. I've since been involved in iterative improvements to refine the design.