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 more usable.
We began by conducting field studies in various markets and store types—generating 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 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. It's based on our innovative Conversational Ordering framework and thus allows customers to order conversationally and without interruption. As a result, the new design has produced a 90% reduction in voids while increasing speed of service, order accuracy, customer satisfaction, and average check size.