The Five E's
I used the Five E's model to show user to document user experience when interacting with the restaurant.
Site Research
Because of COVID-19, only the drive-thru is open to avoid as much physical contact as possible and slow the spread of the virus. Cars enter from the road, drive around the parking lot and pull up to the window. Here, they order, pay, and wait for the ice cream to be made. Then, they exit the same place they entered.
During this time where people are supposed to stay at home as much as possible, people will do anything to get some ice cream. Dozens of cars line-up and wait up to 30 minutes to get ice cream.
Problems
There are two problems with the current system: First, people are waiting too long to get their ice cream. Next, once entering the parking lot, there are no directions pointing cars where to go.
To solve this, I made a mobile app with pre-order function and signage directing cars through drive-thru.
First, the user will pick the item they’d like to order. The app guides them through the process, asking to choose a category, flavor, and size.
Next, the user will review their order and fill out the payment information. They will confirm their order and be given a confirmation screen and number.
When the order is ready, the user will get a notification that shows up on their homescreen. They can open the app and see a QR code that they will show to the cashier. The cashier will scan it and see what their order is. They should have it already made and ready to give to the customer.
