A group of 5 panel members looked at two different options for the order screen. Our moderator Daan was curious to find out which design was preferred and why and how the order process went.
2 screens and 5 questions
Daan owns a vegan restaurant in Amsterdam. Because of COVID-19, he decided to start using tablets – as they were easy to sanitize – to reduce physical contact between customers and staff.
After Daan welcomed the panelists, he showed them 2 versions of the order screen (which they explored before the session individually). During the discussion that followed, Daan learned about how people order in a restaurant and what they need to order with a tablet.
- Everyone preferred the version which added each dish immediately to the basket. It reassured them that their meal order was complete.
- One version visualized how the order process worked. Older panelists loved this. As one said, "Although I am not digitally savvy, I still felt I could easily place my order, because of the explanation at the beginning."
- When selecting dishes, most wanted more information about the ingredients. "A friend of mine has some severe allergies, normally we would ask the waiter about the ingredients. I don't know how we would do this now, " commented one person.
3 quick wins
- Add ingredients - this allows everyone to order without asking the waiter for more info. (Ideally, also allow diners to include a message to delete or replace certain ingredients in a dish.)
- Give order overview - Before submitting the order, show a screen with all dishes ordered.
- Message "you can always order more" - Let diners know (under the "SUBMIT" button) that they can always add something to the order even after it's gone to the kitchen.