KioskOrdering App

A Kiosk app allowing retail / F&B outlets to capture customer orders from standing or table kiosks.

A YQueue kiosk being filmed and tested inside a restaurant

Live Since January 2021

V3IOS AppAndroid App

V3IOSAndroid

Deployed across

Singapore
malaysia
Australia

Role: UI design, UX research, prototyping, userflows, design system & documentation.
Tools: Figma, Illustrator, Maze (user testing), Github & Nuclino.

Orders placed: 12+ million12+ mil
Lifetime merchants: 500+500+

Summary

YQueue Kiosk allows retail and F&B outlets to take customer orders without dedicated front-of-house staff, running on large self-standing or wall-mounted screens. I led the UI/UX of the product, working from field research at real merchant locations and a competitor analysis of players like McDonald's and TouchBistro.

Service switching time fell 70% (20 seconds > 3.5), menu browsing dropped 26%, and average spend rose 33% ($6.10 > $8.14) per order. Every change was prototyped and validated through Maze user testing and reviewed with C-level, engineering, and sales stakeholders before rollout.

4.iService switching70% time decrease.View research 4.iiInformation overload33% increase in spend per order.View research

About the project

Before commencing with wireframes, a competitor analysis was performed against the existing kiosk solutions available across all markets. This was intended to help us identify core workflows required for applications, while identifying gaps suitable for improvement.

Multiple competitors were reviewed, including NOVITEE, McDonald’s, Revel and TouchBistro.

Various tests were performed, including with our C-level management, development and the sales team throughout each design process. The data collected through those tests largely aligned with the findings, which increased my confidence in the changes.

Features

YQueue kiosk item customisation screen shown on a self-service kiosk

Core Feature

Item customisations

Adding/removal of ingredients - Enables dietary control and personal preference.

Research

I’ve highlighted two different scenarios that needed improving below.

i. Service switching

Switching service mid-order should be trivial, but because some merchants treat dine-in and takeaway as separate flows, customers got confused. Some restarted their order entirely, abandoning their cart.

Proposed Changes:

Ask for the service type before revealing the menu, and tell users up front they could change it at any point.
Add a service switch on the menu - a familiar control that signals switching is one tap away.
When a service change makes cart items unavailable, show a clear prompt spelling out exactly what would be removed.

In conclusion, testing showed a significant reduction in decision time when switching services, with the majority of users engaging with the new toggle rather than restarting their order. This confirmed that the friction wasn't the idea of switching services, but the lack of a visible, low-commitment way to do it.

ii. Information overload

Merchants tend to write long, descriptive menu items, assuming more detail sells more. My early observations showed the reverse: faced with that much text, customers got overwhelmed and slower to decide.

Proposed Changes:

Cap item descriptions at 255 characters, truncating with an ellipsis (...) once they hit a set line height.
Lean the layout on imagery over text. People process images faster than copy, which matched both my observations and decision making research.
Add coloured dietary tags to images.
Display additional information within an "i" icon on each item and on the customisation screen.

Testing confirmed that reducing text and leaning on imagery didn't just speed up decisions, it also increased average spend, suggesting that overwhelmed users weren't just slower, they were more conservative. Faster, image scanning likely gave users more confidence to explore and add items rather than defaulting to what they already knew.

If I had more time, I’d want to validate this further with in person interviews to understand whether the spend increase came from users adding more items, choosing higher-priced items, or both. I’d also conduct an A/B test on the dietary tags and i icon.

Final designs

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