Kitchen Display App

8 min readJan 8, 2021

Product design case study for helping F&B business

Intoduction

Let me introduce best friend of mine, Bryan. He is young businessman. He owned small business called Kantin Melati. He has been in this business for about 5 years. He started this business from small scoop, starting from just making food for his friend until finally Bryan began to dare to take orders and now his business expanded where he already has a small canteen in his home and he also get the order from online delivery applications.

In 2020 Bryan wants to expand his business by open a dine in restaurant, but, because of the pandemic everything changes and Bryan has to postpone the plan. Now, in early 2021, Bryan is starting to restart his plans, where he starts preparing his own dine in restaurant.

He prepared new menus, the location he will use, the new team that will help him. But there is one important thing He still needs. Bryan wanted to have a system to make it easier for consumers to order food with him and also as much as possible he imagined that the system could connect with the staff he was in the kitchen and also assist in the payment and tracking the revenue for his order.

Assumption

Based on Bryan introduction, I have assumption that He need something that can support his business. He need system that can support his order, directly send to kitchen and also support the payment.

With this system Bryan can track the order, help kitchen member to see the order and all the type order and know is it dine in or delivery order.

But, this just an assumption, I need to explore more to validate this assumption.

Research

I heard about Bryan plan and his vision, it’s make me interested to help him fulfill his needed. So I discussed with him and ask him all the things about his plan and needed. Other than that, I tried to gather information from Bryan Bryan as a owner and user that have experience as a waiter, kitchen crew or cashier.

Hopefully after having research time I could have all data and pattern that me could help me to provide his needed.

Interview with Bryan

The interview process was carried out to find out Bryan’s habits in preparing the menus that were served and also to find out the difference in orders before the pandemic and also after the pandemic.

The interview process was carried out through direct interviews to the current dine in location, Bryan’s house.

Interview with Bryan

Kantin Melati was opened in 2015 by Bryan, starting from the canteen at the school, then expanding his business by opening a small canteen his family house.
Favorite menu choices from the jasmine canteen are Melati Fried Chicken, Chicken wings with multiple sauce and Honey Grilled Chicken.
For now, especially during a pandemic, the majority of orders are made via online apps (75%), via dine in (20%), and through manual chat via WA (5%).
Prepare order takes approximately 5 minutes.
How to order dine-in now is through the printed menu, choose menu and ask manually to Bryan.
The price of 1 lunch box package is around Rp 20,000 — Rp 40,000.
Currently Bryan works with his father and mother, some of Bryan’s menus are cooking by himself, some of them are done by his mother, and his father who prepares all the ingredients and helps him in buying ingredients.
For his first step of moving to restaurant, Bryan will hire 1 employee first as a waiter and cashier, His mom and Bryan will manage the kitchen, and Bryans father will manage all ingredient and manage delivery.

Bryan problem during serving orders

Top finding from the interview

Interview with user represent employee F&B business

I also having a chat with user that have a experience as a waiter or employee at restaurant, so I want to know their experience during their services.

Interview with employee

Get the order can manually came to the table and add the order and share it to the kitchen
It’s hard to manage the order especially when received many orders
Kitchen member sometimes put the wrong order to the wrong tray
If doing the payment manually the cashier need to count it 1 by 1
To much menu and hard to remember all of it
Sometimes the promo changed day per day and hard to apply it manually
Kitchen member put the wrong order, and don’t know is it dine in or need to package first for take away
Table numbers are often interchanged

At the end of the shift employee need to check all the receipt manually and count it 1 by 1

Employee problem during serving

Top finding from the interview

Empathy Map

I build emphaty map to know more about the user, it will help me through my research. This part will help to know about their feelings, thoughts, or attitudes. With this step, I will find user’s pain poin and opportunity to face that.

Pain

Had trouble when user request multiple order and additional
Problem when applying discount manually
Problem to know which table order is it
Problem when want to know is it dine in or take away
Problem when don’t know the order out of stock
Problem when customer want to pay cash and need charge

Opportunity

Prepare kitchen order list
Prepare digital menu and scan
Prepare digital payment
Prepare table order list
Prepare notification dine in or take away

-Prepare schedule order

Conclusion

Problem Statement

Kantin Melati need a way to manage their order because with proper order system it will help him a lot to prepare order, manage kitchen and payment system.

Potential Solution

Develop a order and kitchen management app that delivers solution to F&B business and this help will help F&B business through they needed in order, kitchen and payment. This apps will help to simplify order process, manage kitchen, add product to kitchen, kitchen crew can manage the order and also simplify the payment process.

Persona

Based on the research that I do, I made 2 personas to represent user for this apps Let me introduce my persona Dinda as a customer Firman as a employee

User Stories

A user story is short, specific and goal-oriented, it will help a lot to find what user needed regarding solution that Bryan needed. So I tried compile it all from his research to user stories

Kantin Melati Side

As a user, I want to check all order
As a user, I want to reject order
As a user, I want to accept order
As a user, I want to check order, is it dine in or take away
As a user, I want to set order to kitchen
As a user, I want to set order that already prepared
As a user, I want to get notification if I got order
As a user, I want to choose rejection reason
As a user, I want to check all transaction
As a user, I want to check special order
As a user, I want to check note from customer
As a user, I want to check dashboard for all order
As a user, I want to check all menu
As a user, I want to add detail menu
As a user, I want to check all stock
As a user, I want to set out of stock for menu
As a user, I want to set detail of my store
As a user, I want to check my balance
As a user, I want to cash out my balance to my account

Customer Kantin Melati Side

As a user, I want to look all menu
As a user, I want to choose the menu
As a user, I want to add quantity of my order
As a user, I want to add notes of my order
As a user, I want to check menu based on promo
As a user, I want to set my order dine in or not
As a user, I want to set my table number
As a user, I want to check my total payment
As a user, I want to set my payment method

Wireframe

I build wireframe to make sure about this app. Wireframe will lead us to the real visual and experience for this product, especially for part prototyping. This part I will create flow both of customer and Bryan side.