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Outline

ImPOS is a premium producer and provider hospitality technology solutions.Their POS product is in over 1800+ bars, restaurants, clubs and cafes across Australia.

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Problem Statement

We have observed that our legacy product isn’t meeting contemporary user experience expectations and requires proprietary hardware, which is causing start up and medium size venues to turn to SAAS mobile solutions . How might we improve so that our point of sale (POS) solution and pricing model is more successful based on product subscriptions and customer satisfaction?

Discover

Conducting research with stakeholders, employees and customers allowed us to paint a substantiated picture of todays landscape and validate our problem statement.

ACTIVITES

• Stakeholder workshops
• Competitor analysis
• Product strategy
• Staff & customer interviews
• Contextual inquiry

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Define

By developing a service blueprint together with customer journeys we started to explore the products core requirements and opportunities.

ACTIVITES

• Persona creation
• Business requirements gathering
• User stories & storyboarding
• Technological, behavioural, environmental documentation.

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Customer quote

“At service I just want it to be fast, reliable and painless to onboard temporary and new team members" - ImPOS Customer

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Design

The application would need to live in the cloud, be hardware agnostic and optimised for the demanding needs of a fast paced hospitality environment.

For service staff a 'terminal' app was created and optimised for speed and discoverability.

Whilst creation of a counterpart 'dashboard' allowed venue operators to manage their venues in real time.

ACTIVITES

• Rapid prototyping
• Wireframing
• Interaction design
• Brand development
• Concept & visual design

Test and learn

Regular user testing optimised and validated core functionality whilst providing insights into where to focus next.

ACTIVITES

• Qualitative & quantitive user testing
• BETA customer acquisition and management
• Documentation of design systems, patterns and style guides
• Develop process and policy for UCD practice
• Mentoring of junior designers

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