**Creating a seamless customer kiosk experience**

**UI / UX Design**
Lead Designer
**Overview**
Kroger offers an existing feature named ‘Order Ahead’ that allows customers to place orders for deli, bakery, party platters, etc. online and pick up their order in-store.
The business identified an opportunity to encourage in-store shoppers to interact with the virtual Order Ahead experience who would otherwise not shop online. I was tasked with adapting the current mobile Order Ahead experience for use on an Android kiosk that would be released to several pilot stores.

The Ask

Create a seamless experience that allows users to order custome cakes easily.

The Question

How can we get more traditional in-store shoppers to utilize Kroger’s digital services?

The Goal

Drive digital engagement and promote Kroger app.

Existing Product and Considerations

Adapting for a new platform with the same feel as the existing product

This project is an MVP solution for a product that will be further developed in the future. The MVP cake kiosk needs to be able to scale out and be adapted for innovations in the future while keeping with the brand style. Order Ahead as an experience already exists so it needs to be accessible as a kiosk version without feeling too different from the current mobile and web expereinces. The process should be quick and easy.

Prep Step

As a new designer, every project begins with an opportunity for learning

I have discovered that it can be quite difficult for me to dive into a new project or platform without gathering some inspiration and doing some research on best practices for that platform. In this case, chose to dive into some kiosk best practices articles.

Through these articles, I realized that I had failed to consider a major part of the experience; the surrounding kiosk environment. As a result of this, I learned that there was going to be in-store signage surrounding the kiosk.

Working

I developed the best product by asking my team for frequent and actionable feedback

Feedback

As an intern on this project, I had access to talented designers as mentors that I could receive feedback from frequently. I often met with my teammates to discuss changes and propose mockups for review. Through teamwork they were able to provide guidance that I used to create the final product.

Adapting to Shifting Priorities

A kiosk ‘splash screen’ was not originally deemed necessary as part of the original ask. As I designed I wanted to solve the potential problem of people not noticing the kiosk or being enticed by it. As a result, designing an enticing and brand promoting first screen became the top priority.

Design > Receive Feedback > Iterate

Solution

A friendly kiosk that enhances customer experience in-store and drives sales

As a result of the Cake Kiosks that were launched to the pilot stores, custom cake order sales are up 150% in Fred Meyer, 40% in Fry's and 40% in Cincinnati locations