A redesign of the restaurant management tool "Forklift"

 

CLIENT

Forklift is a restaurant management tool that helps managers organize their equipment, documents, vendors, repairs and maintenance services. 

PROJECT OVERVIEW

Project Brief

New users had challenges understanding how to use the application.  The client wanted a more intuitive interface to improve usability.

Project Type:

 

Team project (Team of 3)

Project Duration:

3 weeks

My Primary Role:

 

Designer

RESEARCH CONDUCTED

C&C Analysis

I conducted a C&C analysis to find out what features competitors are offering.

Heuristic evaluation

To better understand user complains, I conducted a heuristic evaluation of the key task which is to add a service to a piece of equipment.

Interviews

I conducted interviews on current users to learn about why they had challenges understanding how to use the platform.

 

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C&C Analysis

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Heuristic Evaluation of the key task "Add a service"

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On the main page, there is nothing that indicates how the user should initiate adding a service.

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After clicking the plus button, a drop-down menu pops. The signifier "stuff" is too vague and could cause confusion.

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All drop-down menus are very long and overwhelming.

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Selecting "Add service" opens the new service input window. However, there is no clear next step option such as "submit." The "Save" and "Archive" options could also be confusing.

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Interviews

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General manager Zack was confused when he first started using the platform. He figured it out with help from the designer.

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General manager Travis had some trouble to understand the platform when he first used it, but he figured out quickly himself. 

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Restaurant owner John was confused when he first used the platform and still get lost every once a while. 

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Affinity Mapping

After conducting the user interviews, I organized the observations and collaborated with the client to find trends and understand the key insights.

KEY RESEARCH FINDINGS

Two issues seem to bother users the most:

  • Users often get lost trying to navigate through the platform and to add a service

  • Users have an overwhelming amount of information to enter and felt discouraged while adding a service

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User Persona Style #3_1x.jpg

To synthesize the research findings, I created a persona Joe as a reference to the type of user I was designing for. He is open to new tools but he doesn’t want to invest too much time learning.

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I then created a storyboard which illustrates common challenges Joe faced during his work before using Forklift. It served as a reference to the typical user scenario Forklift was designed for. It indicates that the users are usually in the field and their tasks are time sensitive. 

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Based on the persona and user scenario, I performed feature prioritization to sort out which features were essential to include on the current redesign in addition to the......

PRIORITIZED KEY FEATURES 

  • Intuitive navigation with easy elements to interact with

  • Data entry process contains less required fields and enables predictive input

  • A draft feature that allows users to return to an unfinished form submission

 

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INFORMATION ARCHITECTURE

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I designed a sitemap to organize the information architecture and navigation of the platform.

Equipment needs service

user create a pending task

Vendor fulfills service

User marks service as completed and attaches invoice

Then I defined the user flow which highlights the key user interactions of the platform. Both the sitemap and the user flow served as guidelines as I drew the low-fidelity sketches.

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EXAMPLE LOW-FIDELITY SKETCHES

Based on the sitemap and user flow, I hosted a Design Studio with my team where we each drew low fidelity concept sketches and picked out the best ideas we agreed on.

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EXAMPLE MID-FIDELITY WIREFRAMES

With my team’s agreed design decisions I created a wireframe of all pages involved with the redesign and built a clickable prototype.

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USABILITY TESTING

I conducted usability testings with the mid-fidelity prototype, and I made the following observations:

  • Routine service frequency should be weekly, monthly, and annually

  • Restaurant managers prefer calendars start on Monday

 

STYLE GUIDE

I created a standardized style guide based on the current version of the platform to preserve consistency.

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EXAMPLE HIGH-FIDELITY MOCKUP

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I created a high-fidelity mockup with improvements based on observations from usability testing. The mockup is meant to show what the functional redesigned product will look like.

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IMPLEMENTED KEY FEATURES

Intuitive navigation with easy elements to interact with

 

IMPLEMENTED KEY FEATURES

Data entry process contains less required fields and enables predictive input

IMPLEMENTED KEY FEATURES

A draft feature that allows users to return to an unfinished form submission

PROTOTYPE

NEXT STEPS

  • A vendor rating system that helps restaurant managers select the best service

  • A mobile app that allows users to use the platform remotely

  • A document scan feature that makes document uploading easier

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© 2019 Tianyu Li