Faith
Reeves
.svg)
Snacky is a revolutionary snack-ordering app designed to transform the movie theater concession experience. With its intuitive interface, users can effortlessly explore a wide array of delectable snacks, have them delivered to their seat, and enjoy a hassle-free cinematic treat while minimizing wait times. I designed this project from inception to final design through research, ideation, design principles, and iterative, user-centric design.
When ordering snacks at the theater, movie enthusiasts face challenges with long lines and wait times, limited snack variety, inefficient processes, and a lack of transparency.
How might we revolutionize the snack ordering experience at movie theaters?
An innovative mobile app designed to streamline and personalize the cinema snack ordering process, providing users with a seamless and efficient experience.
Try the prototype below!
Keep scrolling to explore how Snacky was made.
I began by conducting user surveys with 50 participants to gain insights into the challenges people face when buying snacks at the movie theater.
Many users expressed frustration with long queues at the concession stand, resulting in missed movie time and overall dissatisfaction with the theater experience.
Users often found the snack options to be limited, generic, and lacking in variety, leading to a desire for more unique and diverse choices.
Many users expressed dissatisfaction with the traditional method ordering, citing instances of human errors that lead to issues such as receiving incorrect items or quantities.
Users experienced frustration at the checkout due to unclear pricing, hidden fees, or inconsistent portion sizes, which resulted in unexpected surprises.
I created user personas and user journey maps to define the problem and develop a clear understanding of my users.
I created a user flow diagram to map out the step-by-step journey that users might take when using Snacky.
After making wireframes, I created a low-fidelity prototype for usability testing and to provide an interactive representation of my user flow.
Intended user journey
Using the low-fidelity prototype, I conducted a moderated usability study with five users to find out what problems they might face in their journey and what opportunites for improvement there were in the initial design.
Goals
User task examples
Following the usability study, users completed a System Usability Score (SUS) questionnaire so I could measure how easy they found the app to use.
Following the usability study, users completed a System Usability Score questionnaire that gave my initial design a score of 40, making it "Poor/Not Acceptable." This score indicated that I needed to continue iterating on my design.
During usability testing, the feedback I received from users indicated a lot of confusion, unmet expectations, and usability issues, that also let me know my design needed more improvement.
Based on feedback from the usability testing, I iterated on my design to improve the app's usability, resolve user pain points, and meet user needs.
Users wanted to purchase movie tickets with their snacks but the screen below only allowed them to select the seat(s) where their snacks were delivered.
Users can simultaneously buy movie tickets and select the seat(s) where their snacks will be delivered.
.png){kind=small}
Users were confused when it was time to checkout out and they had not been asked to select their location. I assumed users would select their location before ordering but they found it confusing that they weren't prompted to do so.
.svg)
Users are prompted to select their location before they can order anything off the menu, creating a more cohesive ordering experience.
.svg)
.svg)
.svg)
Users could not edit their orders because they did not know to click the item name ("Sprite") to make changes.
Added a distinct "Edit" button to make editing orders more intuitive.
Users were confused when they completed an order but never had to enter their payment information.
.svg)
Added a payment screen for users to enter their information so users feel confident when placing their order.
.svg)
.svg)
Before any further testing, I converted my design into a high-fidelity prototype to more accurately represent the final product and provide users with a more realistic interaction experience.
Intended user journey
I decided to conduct another moderated usability study with five participants to validate design changes and further investiagate user pain points and opportunites for improvement.
Goals
User task examples
Following the usability study, users completed another System Usability Score (SUS) questionnaire so I could measure how easy they found the app to use.
Following the usability study, users completed a System Usability Score questionnaire that gave my second design iteration a score of 65, making it "OK/Marginal." This score indicated that my design wasn't quite up to standard and that I should continue iterating.
During usability testing, the feedback I received from users still indicated that there was confusion, unmet expectations, and lingering usability issues. This feedback let me know that I should continue iterating on my design.
.svg)
Based on feedback from the usability testing, I iterated on my design to improve the app's usability, resolve user pain points, and meet user needs.
When editing an item, users felt like they might be unintentionally adding an additional item.
Changed the button text from "Add to cart" to "Update item"
.svg)
.svg)
Users felt that being redirected to the menu after editing an item in their cart was unnecessary and confusing.
.svg)
.svg)
Users are taken back to cart immediately after they edit an item in their cart.
After clicking the cart icon on the home screen, users were frustrated that they had to click through all the ordering steps the get back to the home screen.
.svg)
.svg)
.svg)
.svg)
If users were previously on the home screen, take them immediately back to the home screen when they click the back arrow.
.svg)
Users wanted to leave the app and be able to come back and notify that they are ready for their snacks to be delivered.
.svg)
Added an "I'm here" button to the home screen so users with a pending delivery can leave the app, come back, and notify their arrival at the theater.
.svg)
.svg)
.svg)
After making design changes, I decided to conduct another moderated usability study with 5 participants to validate my design changes and ensure that all of my user needs are met
Goals
User task examples
Following the usability study, users will completed another System Usability Score (SUS) questionnaire so I could measure how easy they found the app to use.
I reevaluated the strength of my design using the System Usability Score and found that it is now a 80, which means it is "Excellent/Acceptable". This score let me know that users are satisfied with my solution and my design is strong enough to be considered complete.
Overwhelmingly positive user feedback also let me know that my design was ready to be complete.
.svg)
.svg)
