The Challenge
To discover the customer journey when ordering in-store, and to provide specific, actionable inputs for digital menu board and self-ordering kiosk optimization. We conducted ethnographic research and contextual inquiry with n=40 to observe how customers would order in-store with eye-tracking and retrospective interviews, to uncover CX-related issues.
What we did
Ethnography, Contextual Inquiry, Service Design Research, Eye Tracking, Usability Testing
