QR Order & Pay: Contextual Inquiry
Project Overview
A contextual inquiry aimed to discover pain points in our client's workflow with B2B products. We will establish how clients are using these products in a real-world setting and uncover problematic design structure that is inhibiting clients from efficiently reaching their goal.
My Contributions
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Identified power users for participation
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Outlined study goals and key research questions
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Liaised with clients to set up the session
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Documented the session with pictures and written notes
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Completed in-depth analysis of results
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Created a service blueprint to share with the product team
- My Process -
Contextual Inquiry:
Role
Moderator
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Goal
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Understand how clients are using our B2B products in context
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Identify any adaptations users are making within their workflow
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Form a service blueprint to track interaction points
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Approach
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Method: Contextual Inquiry; 2-hour walkthrough
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Participants: General Manager & Staff of Flipdish Client
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Product: QR Order & Pay
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Environment: On-premise at client location
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Documentation: Images and written notes
Outcome
From this study, I formed a detailed understanding of how our products are working for clients. I was able to uncover minor issues that were causing the restaurant to spend more time troubleshooting the product resulting in a loss of additional revenue. By correcting for these within the design, we will be able to increase tips received and repeat orders for our clients. Additionally, I was able to form a service blueprint showing each interaction point that the consumer has with our products as well as the staff at the restaurant.
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Next Steps
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Additional contextual inquiries in differing restaurant structures (fast-food, pub, etc)
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On-premise moderated usability test with participants recruited in Dublin
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