Michele D.
Gen X, 45–50
the problemThree tablets to run one restaurant.
“One system, not three tablets and a prayer.”
TotalFewer tablets
enemy no.08 · kaijū filedefeated
One order.Three ways.
The Passepartout ordering system, made readable on phone, table and kiosk. The features were not ours to change. The clarity was.
- date
- 2023
- role
- UX/UI designer
- platform
- Phone, tablet, kiosk
the idea
Same flows, new clarity: what you see first, how big it is, and how screens differ.
Tablet Trinity
Three tablets and a prayer.
boss stats
- 82%of staff find the UI unusable
- 56%of over-50s need help to order
who it’s for
One runs it. One’s hungry.
Both sides of the counter, same patience level.
Big buttons for both.
Simona R.
Boomer, 60–65
the problemThe kiosk feels like a code to crack.
“I just want to order my sandwich.”
TotalA sandwich, please
the process
We mapped the enemy.
01 · research
Ask the kitchen and the queue
Usability gaps across dine-in, delivery and kiosk.
- 50
- restaurant staff
- 100
- customers
02 · synthesis
Old features, hidden
Nobody asked for new features. They asked to find the ones that were already there.
03 · the spine
One order, three devices
Phone, table and kiosk keep these steps in this order. Only the size changes.
04 · the rules
What we could touch
The brief, in four cards.
the blueprint · phone
Grey first, in the hand.
Delivery or pickup, from the sofa: one thumb, one action per screen.
Choosemode, menu, dish
Paycart, drink, delivery
the blueprint · table
Grey first, at the table.
Landscape, at arm’s length, shared by everyone sitting there.
Sit downtable, menu, allergens
Choosedish, changes, drinks
Sendcheck, kitchen, bill
the blueprint · kiosk
Grey first, in the queue.
Portrait, read from a step back, with people waiting behind.
Choosestart, card, dish
Paydrink, cart, pick up
the phone
From hungry to served.
Choose
(delivery or pickup)
Browse
(categories you can see)
Pick
(allergens up top)
Pay
(one total to confirm)
the phone, in full
Familiar, finally polished.
Everything is where regulars expect it.
Choosecategory, allergens, extras
Paycart, delivery, done
the table
Same order, seated.
The tablet lives on the table: one shared order, from the first dish to the bill.
Sit downtable, menu, allergens
Choosedish, changes, drinks
Sendcheck, kitchen, bill
the kiosk
Same order, standing.
Built for distance and a queue behind you: bigger targets, fewer words.
Choosestart, card, dish
Paydrink, cart, pick up
ux decisions
Small calls for a busy room.
One action per screen
If two buttons look equally important, the customer asks a waiter.
Allergens before prose
A filter on top and readable tags: under pressure, nobody reads a paragraph.
Steps with names
Carrello, Consegna, Pagamento, Conferma: icons alone said nothing.
No lorem ipsum at the till
Every helper line says something real, from delivery time to the rider.
brand & system
Blue, nothing to decipher.
Blue for actions, navy for text, quiet white around the food. One kit, from phone to kiosk.
aftermath
One order, three screens.
Phone, table tablet and kiosk now speak the same presto.
Same steps, different reach.
Dish, changes, extras, drink, cart, pay: identical on every device, sized for a thumb, a table or a queue.
Readable from a metre away.
On the kiosk, type and buttons grow for someone standing, with a queue behind.