Point of Sale

Starbucks Coffee Company

Point of Sale (POS)
Field Studies, Design, and Usability Testing

Starbucks is the world's #1 specialty coffee retailer with more than 16,000 coffee shops in nearly 50 countries. The company also owns the Seattle's Best Coffee and Torrefazione Italia coffee brands.

Starbucks engaged Scoresby Interactive to create a single, highly-usable Point of Sale solution extensible to all stores worldwide. To accomplish this mission, we first visited a representative mix of stores across the U.S. and U.K., capturing employee/customer interactions and identifying immediate and long-term fixes to Starbucks' issues. Then, we iteratively created a Point of Sale design that meets Starbucks' goals, fits into employees' processes, and solves the problems we discovered in the field.

The new system accepts customers' unique ways of ordering rather than requiring a specific flow and most cashiers can begin taking orders with a simple 3-minute orientation. Savings in training costs alone are expected to exceed our project fees hundreds of times over.

XPIENT Solutions

Customer Self-Service Kiosk
Requirements + Interaction Design

XPIENT is leading provider of innovative, results-driven restaurant technology. It boasts more than 25,000 installed restaurants, including brands such as Arby’s, Jack in the Box, Panera Bread, Bob Evans, Panda Express, and many more.

XPIENT engaged Scoresby Interactive for several different projects, one of which was to design a highly usable and generic kiosk solution which allows fast food customers to order without the need for a cashier’s help. XPIENT's embedded kiosk solution has become the new standard for the food service self-order segment. See the demo presented at FS/TEC 2009.

Subway

Point of Sale (POS)
Field Studies & Point of Sale (POS) Design

With more than 32,000 locations in 90 countries, Subway is the second-largest quick service restaurant chain behind McDonald's. Subway's purchasing arm, IPC, challenged Scoresby Interactive to create a best-of-breed POS solution which, among other things, improves accuracy and speed of service while reducing training time and employee theft.

We conducted studies at a wide variety of store types throughout the United States and Canada. Then, armed with the knowledge from research, we iteratively designed Subway's new cashiering system and create a prototype of the design. We then took the prototype to Subway's Las Vegas convention and evaluated it with about 350 visitors.

Results are just now coming in from initial installations, but managers report that the new system is extremely easy to learn and use and allows for noticeably more eye contact and friendly conversation with the customer. After seeing how easy the system is to learn, managers at the initial installation canceled training and simply introduced employees to the system as they began their shift.

Wendy's International

Point of Sale (POS)
User Research, Design, & Usability Testing

Faced with a significant growth in menu offerings and an aging Point of Sale system, Wendy's engaged Scoresby Interactive to analyze their old system and provide a redesign that would be much more usable.

We began by conducting field studies in various markets and store types—bringing back some surprising findings regarding customer interaction, employees' use of technology, and insights for helping corporate adjust the way they monitored and communicated with employees. We analyzed customer orders we had collected in the field, and created a design based on this and a host of other data. Thus, our design was founded not only on solid usability principles, but also on hard data specific to the Wendy's environment.

The new system has easily supported the growth in menu offerings and allows customers to order conversationally and without interruption. Additionally, the new design has produced a 90% reduction in voids while increasing speed of service, order accuracy, customer satisfaction, and average check size.