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.