A tool for all – A case study on a global delivery order-handling application for restaurants

Abstract

Restaurant delivery services have increased in the last few years. Consequently, new tools are being used by restaurant workers to accept online orders and manage their offering. This thesis focuses on the importance of applying an inclusive design methodology when designing digital services for restaurants, specifically a tablet-based order handling application.

By presenting an overview of established design methodologies, this study evaluates their relevance when designing global digital tools. The study assesses user-centric methodologies and presents the followed research based on a comparative study and qualitative research focused on user interviews and observation sessions. The research defines customer journeys, behavioural archetypes, a service blueprint, among other crucial aspects of the product that are necessary to be considered when designing a digital tool.

In addition, the study describes the design process that was employed and presents the final design solutions, including usability testing, and concludes by discussing the respective design outcomes.