UX Case Study:
7-Eleven Restaurant Point of Sale (POS) System
Project Overview
Challenge
7-Eleven is going through an overhaul for larger locations with dual brands, Laredo Taco and Roost. The current POS and HUB systems lack a clear structure and organization on shift management and dual-brand menu changes.
With over 9,000 locations in the US, 7-Eleven’s POS System is a crucial asset to the day-to-day operations. 7-Eleven’s subsidiary brand’s, Laredo Taco and Roost are growing at an aggressive pace.
The two brands need their products and menus seamlessly integrated into he POS System which has brought on some growing pains. The following problem statements are addressed:
- Lack of organization and visibility of menu categories
- Confusing user experience on shift changes and menu management
- Administrator access to terminal configurations
Problem Statement
Administrators lacked the ability to manage the schedules of the dual brands in the POS system. As a result, store associates had difficulties knowing when there are shift changes and how to adapt to those changes.
Objectives
- Research user behavior among 7-Eleven associates and managers at locations
- Improve user interface (UI) by updating the branding and implementing features that users find intuitive
- Streamline manual processes and optimize prototypes for future iterations
- Create a cleaner information architecture (IA) strategy to improve discoverability
Project Scope
Tools
Team
Senior UX Designer – Allison Kuehn
UX Researcher – Megan Tom
Conducting UX Research
Objectives of UX Research
- To understand needs and goals of the store associate
- To define jobs to be done
- To achieve the POS business goals of increasing Store Associate satisfaction
- To better understand Store Associate workflow and how they use the POS via usability tests and calculating a System Usability Score (SUS)
Goals and Methods of UX Research
Goals ✅
- Test the usability of POS with Dallas and Valley associates using System Usability Scale (SUS)
- Understand how users navigate POS by asking associates to place three orders: easy, medium, difficult
Methods 🧪
- Moderated usability tests in Dallas stores followed by SUS with eight store associates
- Maze unmoderated usability tests followed by SUS-tested on six 7-Eleven associates in the Houston area
*Note: Data was collected June 1-13th in Dallas and June 28th, 2022 in Houston
Executive Summary & Recommendations
Insight 👁️
- Store and restaurant leaders mentioned RPOS was an important over 1.0 compared to McDonald’s POS and preferred RPOS. Another associate rated it easier to use than multiple POS Systems used in previous food service jobs. (2/8 interviews)
- New POS users struggled to find unfamiliar menu items on the POS scanning through multiple tiles. Hesitation when adding slides.
- 6/8 users did not know about the long press to increase quantity. 1 user learned about it by playing it and the other was taught by their manager.
- Complex modifications are the most challenging in the POS. 2 Spanish speakers mentioned localization may be helpful during training but then would want to turn English back on. One associate mentioned wanting to learn new features during down time. Another wanted to know when there is a deal to promote or when the menu changes.
- Users did not like that the prototype was slow and that some of the ingredients on their menu were not there. Some menus vary.
- Associates spend the most time serving customers followed by cleaning. Depending on the day, store leaders and restaurant leaders spend the most time preparing for an audit.
- Hotspots indicate users tried to complete the task in English and did not immediately notice the localization toggle.
Opportunity / Recommendations 👍
- Continue to listen to feedback from end users with a grain of salt. They say its easy, but struggle in videos.
- Improve readability and recall by experimenting with color or images. Consider search feature.
- Consider revising quantity feature to improve discoverability.
- Research trainers and new employees. Consider new ways to notify users of changes in POS and HUB.
- Optimize prototypes in future iterations.
- Looking for opportunities to improve manual processes like cleaning, helping customers, preparing food audit.
- Indicates users don’t see toggle and continue in English. Recommend enhancing prototype to better understand click paths.
Discover User Needs
User Stories - HUB & POS Shift Management
After we conducted research with store associates and administrators, we were able to identify the following pain points and list out the user stories:
Pain Points of Shift Management Design
- 7-Eleven store associates are unaware of shift changes when they happen
- Shift are not always closed properly by end-of-day
- No clear way for managers to adjust shift changes between POS System
- No clear way for administrators to switch between Laredo Taco and Roost menus
POS Terminal users - Store associates and managers
- As a POS Terminal user, I want to be alerted that a change has been made on the HUB to my current snack bar so that I am made aware of menu changes between Laredo Taco and Roost menus.
- As a POS Terminal user, I want to know when I receive a message that my terminal has been updated with a new menu, so that I know the next steps to take and whether I should relaunch to the new menu or extend my current time.
- As a POS Terminal user that has received a message that my terminal has been updated with a new menu, if I take no action for 2 minutes, the system will move to the shift-close process, message for day-close reports, force close the app, reopen the app to the recently configured menu.
HUB Terminal users - Restaurant, market, store and area leaders
- As a HUB Terminal user, I want to be notified that a menu is being changed to a terminal so that I am aware that a change has happened.
- As a HUB Terminal user, I want the capability to see what Terminal, Brand and Menu Group is assigned.
- As a HUB Terminal user, I want the capability to change a menu from to and vice versa.
- As a HUB Terminal user, when I change a menu on a terminal, I need to be alerted to the change I am making with the option to cancel and/or accept.
Sitemaps
To improve the QSR Management system's efficiency, I created sitemaps of the system on the POS and HUB dashboards. This phase helped me to understand the system's organization, structure, and hierarchy, identify gaps and inconsistencies, and offer solutions to address them. (Highlighted in green are the sections I was primarily responsible for).
Scenario Map
According to Nielsen Norman Group, a scenario map is a group exercise that helps the designer think about how your user segments might approach an activity using a product or service. It ideates around the type of experience you want to provide for them, producing candidate solutions for future design.
Each of these scenarios highlights tasks and sub-tasks that go with them.
Userflow Journeys
User journey mapping identifies pain points in the user experience and helps designers improve the design and interface of the product. By visualizing the user experience, developers and engineers can create a digital experience that meets user expectations.
These userflow journeys address each of the user stories previously defined.
How Might We...?
- How might we make it less confusing for associates so that they are aware when a menu change is happening?
- How might we set more subtle reminders to the associate that the menu is about to close or change?
- How might we create a dashboard that differentiates the breakfast, lunch and dinner shifts?
- How might we build a feature that allows the user to choose between auto-close and manual-close?
- How might we create an automatic timer that begins when the associate clocks in and ends when they clock out?
- How might we improve the appearance of the UIs so that the user knows that there has been a menu change?
- How might we find an alternative to force-close and relaunch of the app?
- How might we create a UI that prevents users from making settings modifications?
3. Design the Product
Storyboards
A storyboard is a visual representation of a user’s journey through an interface, illustrated in a series of images or frames. Designers can anticipate user needs and visualize how their designs will be used in real-world situations.
This can help to identify potential usability issues and refine the interface to better meet user needs. Additionally, storyboards can be used to communicate ideas and concepts to stakeholders, making it easier to gain buy-in and support for a project.
There were many components from the original design that were refurbished into the new design. However, the most important component was the calendar inputs for monthly sales submissions. Most of the lo-fidelity sketches emphasize that.
This storyboard was sketched to map out the shift-management user experience with push-notifications interactions.
Wireframes (Lo-Fidelity)
One of the many benefits of wireframing is the ability to identify any potential issues before the system is put into development. It is much easier and cost-effective to address any problems early in the process rather than later on when the system is already in use. Wireframing also allows designers to experiment with different layouts and interactions, finding what works best for both the user and the business.
For these lo-fidelity wireframes, I sketched out the components to get an idea of how the UI would be synchronized.
Hi-Fidelity Dashboard Mockups
Since there was already a dedicated design system already established for 7-Eleven, it was seamless making a transition from wireframes to high fidelity mockups. Dashboard mockups serve as graphical representations of the user interface, allowing developers and designers to visualize and test the overall look, feel, and user experience of the dashboard.
HUB User Prototype for Store Associates and Managers
POS User Prototype for Restaurant, Store, Area
and Market Leaders
UX Case Study:
7-Eleven Restaurant Point of Sale (POS) System
Project Overview
Challenge
7-Eleven is going through an overhaul for larger locations with dual brands, Laredo Taco and Roost. The current POS and HUB systems lack a clear structure and organization on shift management and dual-brand menu changes.
With over 9,000 locations in the US, 7-Eleven’s POS System is a crucial asset to the day-to-day operations. 7-Eleven’s subsidiary brand’s, Laredo Taco and Roost are growing at an aggressive pace.
The two brands need their products and menus seamlessly integrated into he POS System which has brought on some growing pains. The following problem statements are addressed:
- Lack of organization and visibility of menu categories
- Confusing user experience on shift changes and menu management
- Administrator access to terminal configurations
Problem Statement
Administrators lacked the ability to manage the schedules of the dual brands in the POS system. As a result, store associates had difficulties knowing when there are shift changes and how to adapt to those changes.
Objectives
- Research user behavior among 7-Eleven associates and managers at locations
- Improve user interface (UI) by updating the branding and implementing features that users find intuitive
- Streamline manual processes and optimize prototypes for future iterations
- Create a cleaner information architecture (IA) strategy to improve discoverability
Project App
Tools
Team
Senior UX Designer – Allison Kuehn
UX Researcher – Megan Tom
Conducting UX Research
Objectives of UX Research
- To understand needs and goals of the store associate
- To define jobs to be done
- To achieve the POS business goals of increasing Store Associate satisfaction
- To better understand Store Associate workflow and how they use the POS via usability tests and calculating a System Usability Score (SUS)
Goals and Methods of UX Research
Goals ✅
- Test the usability of POS with Dallas and Valley associates using System Usability Scale (SUS)
- Understand how users navigate POS by asking associates to place three orders: easy, medium, difficult
Methods 🧪
- Moderated usability tests in Dallas stores followed by SUS with eight store associates
- Maze unmoderated usability tests followed by SUS-tested on six 7-Eleven associates in the Houston area
*Note: Data was collected June 1-13th in Dallas and June 28th, 2022 in Houston
Executive Summary & Recommendations
Insight 👁️
- Store and restaurant leaders mentioned RPOS was an important over 1.0 compared to McDonald’s POS and preferred RPOS. Another associate rated it easier to use than multiple POS Systems used in previous food service jobs. (2/8 interviews)
- New POS users struggled to find unfamiliar menu items on the POS scanning through multiple tiles. Hesitation when adding slides.
- 6/8 users did not know about the long press to increase quantity. 1 user learned about it by playing it and the other was taught by their manager.
- Complex modifications are the most challenging in the POS. 2 Spanish speakers mentioned localization may be helpful during training but then would want to turn English back on. One associate mentioned wanting to learn new features during down time. Another wanted to know when there is a deal to promote or when the menu changes.
- Users did not like that the prototype was slow and that some of the ingredients on their menu were not there. Some menus vary.
- Associates spend the most time serving customers followed by cleaning. Depending on the day, store leaders and restaurant leaders spend the most time preparing for an audit.
- Hotspots indicate users tried to complete the task in English and did not immediately notice the localization toggle.
Opportunity / Recommendations 👍
- Continue to listen to feedback from end users with a grain of salt. They say its easy, but struggle in videos.
- Improve readability and recall by experimenting with color or images. Consider search feature.
- Consider revising quantity feature to improve discoverability.
- Research trainers and new employees. Consider new ways to notify users of changes in POS and HUB.
- Optimize prototypes in future iterations.
- Looking for opportunities to improve manual processes like cleaning, helping customers, preparing food audit.
- Indicates users don’t see toggle and continue in English. Recommend enhancing prototype to better understand click paths.
Discover User Needs
User Stories - HUB & POS Shift Management
After we conducted research with store associates and administrators, we were able to identify the following pain points and list out the user stories:
Pain Points of Shift Management Design
- 7-Eleven store associates are unaware of shift changes when they happen
- Shift are not always closed properly by end-of-day
- No clear way for managers to adjust shift changes between POS System
- No clear way for administrators to switch between Laredo Taco and Roost menus
POS Terminal users - Store associates and managers
- As a POS Terminal user, I want to be alerted that a change has been made on the HUB to my current snack bar so that I am made aware of menu changes between Laredo Taco and Roost menus.
- As a POS Terminal user, I want to know when I receive a message that my terminal has been updated with a new menu, so that I know the next steps to take and whether I should relaunch to the new menu or extend my current time.
- As a POS Terminal user that has received a message that my terminal has been updated with a new menu, if I take no action for 2 minutes, the system will move to the shift-close process, message for day-close reports, force close the app, reopen the app to the recently configured menu.
HUB Terminal users - Restaurant, market, store and area leaders
- As a HUB Terminal user, I want to be notified that a menu is being changed to a terminal so that I am aware that a change has happened.
- As a HUB Terminal user, I want the capability to see what Terminal, Brand and Menu Group is assigned.
- As a HUB Terminal user, I want the capability to change a menu from to and vice versa.
- As a HUB Terminal user, when I change a menu on a terminal, I need to be alerted to the change I am making with the option to cancel and/or accept.
Sitemaps
To improve the QSR Management system’s efficiency, I created sitemaps of the system on the POS and HUB dashboards. This phase helped me to understand the system’s organization, structure, and hierarchy, identify gaps and inconsistencies, and offer solutions to address them. (Highlighted in green are the sections I was primarily responsible for).
Scenario Map
According to Nielsen Norman Group, a scenario map is a group exercise that helps the designer think about how your user segments might approach an activity using a product or service. It ideates around the type of experience you want to provide for them, producing candidate solutions for future design.
Each of these scenarios highlights tasks and sub-tasks that go with them.
User Journey Map
User journey mapping identifies pain points in the user experience and helps designers improve the design and interface of the product. By visualizing the user experience, developers and engineers can create a digital experience that meets user expectations.
These userflow journeys address each of the user stories previously defined.
How Might We...?
- How might we make it less confusing for associates so that they are aware when a menu change is happening?
- How might we set more subtle reminders to the associate that the menu is about to close or change?
- How might we create a dashboard that differentiates the breakfast, lunch and dinner shifts?
- How might we build a feature that allows the user to choose between auto-close and manual-close?
- How might we create an automatic timer that begins when the associate clocks in and ends when they clock out?
- How might we improve the appearance of the UIs so that the user knows that there has been a menu change?
- How might we find an alternative to force-close and relaunch of the app?
- How might we create a UI that prevents users from making settings modifications?
Design the Product
Storyboards
A storyboard is a visual representation of a user’s journey through an interface, illustrated in a series of images or frames. Designers can anticipate user needs and visualize how their designs will be used in real-world situations.
This can help to identify potential usability issues and refine the interface to better meet user needs. Additionally, storyboards can be used to communicate ideas and concepts to stakeholders, making it easier to gain buy-in and support for a project.
This storyboard was sketched to map out the shift-management user experience with push-notifications interactions.
Wireframes (Lo-Fidelity)
One of the many benefits of wireframing is the ability to identify any potential issues before the system is put into development. It is much easier and cost-effective to address any problems early in the process rather than later on when the system is already in use.
Wireframing also allows designers to experiment with different layouts and interactions, finding what works best for both the user and the business.
For these lo-fidelity wireframes, I sketched out the components to get an idea of how the UI would be synchronized.
Hi-Fidelity Dashboard Mockups
Since there was already a dedicated design system already established for 7-Eleven, it was seamless making a transition from wireframes to high fidelity mockups. Dashboard mockups serve as graphical representations of the user interface, allowing developers and designers to visualize and test the overall look, feel, and user experience of the dashboard.
HUB User Prototype for Store Associates and Managers
POS User Prototype for Restaurant, Store, Area and Market Leaders
7-Eleven Restaurant Point of Sale (POS) System
Project Overview
Challenge
7-Eleven is going through an overhaul for larger locations with dual brands, Laredo Taco and Roost. The current POS and HUB systems lack a clear structure and organization on shift management and dual-brand menu changes.
With over 9,000 locations in the US, 7-Eleven’s POS System is a crucial asset to the day-to-day operations. 7-Eleven’s subsidiary brand’s, Laredo Taco and Roost are growing at an aggressive pace.
The two brands need their products and menus seamlessly integrated into he POS System which has brought on some growing pains. The following problem statements are addressed:
- Lack of organization and visibility of menu categories
- Confusing user experience on shift changes and menu management
- Administrator access to terminal configurations
Problem Statement
Administrators lacked the ability to manage the schedules of the dual brands in the POS system. As a result, store associates had difficulties knowing when there are shift changes and how to adapt to those changes.
Objectives
- Research user behavior among 7-Eleven associates and managers at locations
- Improve user interface (UI) by updating the branding and implementing features that users find intuitive
- Streamline manual processes and optimize prototypes for future iterations
- Create a cleaner information architecture (IA) strategy to improve discoverability
Project Scope
Tools
Team
Senior UX Designer – Allison Kuehn
UX Researcher – Megan Tom
Conducting UX Research
Objectives of UX Research
- To understand needs and goals of the store associate
- To define jobs to be done
- To achieve the POS business goals of increasing Store Associate satisfaction
- To better understand Store Associate workflow and how they use the POS via usability tests and calculating a System Usability Score (SUS)
Goals ✅
- Test the usability of POS with Dallas and Valley associates using System Usability Scale (SUS)
- Understand how users navigate POS by asking associates to place three orders: easy, medium, difficult
Methods 🧪
- Moderated usability tests in Dallas stores followed by SUS with eight store associates
- Maze unmoderated usability tests followed by SUS-tested on six 7-Eleven associates in the Houston area
*Note: Data was collected June 1-13th in Dallas and June 28th, 2022 in Houston
Insight 👁️
- Store and restaurant leaders mentioned RPOS was an important over 1.0 compared to McDonald’s POS and preferred RPOS. Another associate rated it easier to use than multiple POS Systems used in previous food service jobs. (2/8 interviews)
- New POS users struggled to find unfamiliar menu items on the POS scanning through multiple tiles. Hesitation when adding slides.
- 6/8 users did not know about the long press to increase quantity. 1 user learned about it by playing it and the other was taught by their manager.
- Complex modifications are the most challenging in the POS. 2 Spanish speakers mentioned localization may be helpful during training but then would want to turn English back on. One associate mentioned wanting to learn new features during down time. Another wanted to know when there is a deal to promote or when the menu changes.
- Users did not like that the prototype was slow and that some of the ingredients on their menu were not there. Some menus vary.
- Associates spend the most time serving customers followed by cleaning. Depending on the day, store leaders and restaurant leaders spend the most time preparing for an audit.
- Hotspots indicate users tried to complete the task in English and did not immediately notice the localization toggle.
Opportunity / Recommendations 👍
- Continue to listen to feedback from end users with a grain of salt. They say its easy, but struggle in videos.
- Improve readability and recall by experimenting with color or images. Consider search feature.
- Consider revising quantity feature to improve discoverability.
- Research trainers and new employees. Consider new ways to notify users of changes in POS and HUB.
- Optimize prototypes in future iterations.
- Looking for opportunities to improve manual processes like cleaning, helping customers, preparing food audit.
- Indicates users don’t see toggle and continue in English. Recommend enhancing prototype to better understand click paths.
Discover User Needs
User Stories - HUB & POS Shift Management
After we conducted research with store associates and administrators, we were able to identify the following pain points and list out the user stories:
- 7-Eleven store associates are unaware of shift changes when they happen
- Shift are not always closed properly by end-of-day
- No clear way for managers to adjust shift changes between POS System
- No clear way for administrators to switch between Laredo Taco and Roost menus
- As a POS Terminal user, I want to be alerted that a change has been made on the HUB to my current snack bar so that I am made aware of menu changes between Laredo Taco and Roost menus.
- As a POS Terminal user, I want to know when I receive a message that my terminal has been updated with a new menu, so that I know the next steps to take and whether I should relaunch to the new menu or extend my current time.
- As a POS Terminal user that has received a message that my terminal has been updated with a new menu, if I take no action for 2 minutes, the system will move to the shift-close process, message for day-close reports, force close the app, reopen the app to the recently configured menu.
- As a HUB Terminal user, I want to be notified that a menu is being changed to a terminal so that I am aware that a change has happened.
- As a HUB Terminal user, I want the capability to see what Terminal, Brand and Menu Group is assigned.
- As a HUB Terminal user, I want the capability to change a menu from to and vice versa.
- As a HUB Terminal user, when I change a menu on a terminal, I need to be alerted to the change I am making with the option to cancel and/or accept.
Sitemaps
To improve the QSR Management system’s efficiency, I created sitemaps of the system on the POS and HUB dashboards. (Highlighted in green are the sections I was primarily responsible for).
This phase helped me to understand the system’s organization, structure, and hierarchy, identify gaps and inconsistencies, and offer solutions to address them.
Scenario Map
According to Nielsen Norman Group, a scenario map is a group exercise that helps the designer think about how your user segments might approach an activity using a product.
Each of these scenarios highlights tasks and sub-tasks that go with them.
User Journey Map
User journey mapping identifies pain points in the user experience and helps designers improve the design and interface of the product.
These userflow journeys address each of the user stories previously defined.
How Might We…?
After identifying user challenges and exploring subject matter, I asked more questions about how the 7-Eleven Shift Management POS can solve the following specific problems:
- How might we make it less confusing for associates so that they are aware when a menu change is happening?
- How might we set more subtle reminders to the associate that the menu is about to close or change?
- How might we create a dashboard that differentiates the breakfast, lunch and dinner shifts?
- How might we build a feature that allows the user to choose between auto-close and manual-close?
- How might we create an automatic timer that begins when the associate clocks in and ends when they clock out?
- How might we improve the appearance of the UIs so that the user knows that there has been a menu change?
- How might we find an alternative to force-close and relaunch of the app?
- How might we create a UI that prevents users from making settings modifications?
Design the Product
Storyboards
A storyboard is a visual representation of a user’s journey through an interface, illustrated in a series of images or frames.
This storyboard was sketched to map out the shift-management user experience with push-notifications interactions.
Wireframes (Lo-Fidelity)
One of the many benefits of wireframing is the ability to identify any potential issues before the system is put into development.
For these lo-fidelity wireframes, I sketched out the components to get an idea of how the UI would be synchronized.
Hi-Fidelity Dashboard Mockups
Since there was already a dedicated design system already established for 7-Eleven, it was seamless making a transition from wireframes to high fidelity mockups.
Dashboard mockups serve as graphical representations of the user interface, allowing developers and designers to visualize and test the overall look, feel, and user experience of the dashboard.
