Product Design User Testing
Customer Experience Re-imagined
Virtual lounges leverage your most valuable real estate - your restaurant. Customers access your virtual lounge via a QR code at the door, while queueing or when they're seated in your restaurant. Replace your physical menus, table standees, and more.
v1-Default-Engagement-Card.mp4
Virtual Lounge is a lightweight landing page that showcases all your important links. Let your customers find what they need while freeing up your time for your staff. Direct customers to your menus, signature dishes, seasonal specials, FAQs, and more.
The concept of Virtual Lounge was the fruit of our research in digital queue management. In physical queues, merchants have the opportunity to offer and advertise while customers are waiting through the use of different medium collaterals such as posters, flyers, and vouchers. This opportunity is lost during digital queuing. For example, once customers have gotten their queue number, they can go anywhere and lean their attention to other things such as window shopping when they are inside the mall.
So before we tackle and dive deep into the digital queuing research and development, we tested out this proof of concept of Virtual Lounge, Customers will get their queue numbers through SMS and Email as per usual, but to check the status of their queue we will direct them to our Virtual Lounge where there are host of marketing and informational elements for the merchants to promote.
Besides, we can tie up more engagement product ideas in the future in the Virtual Lounge like QR Code Dine-in Ordering, Post-service Surveys, and Online voucher offerings.
We conducted several rounds of internal moderated user testing, focusing on various use cases for the Virtual Lounge feature, such as queue integration, redemption flows, and surveys.
Given the Proof of Concept (POC) nature of this phase, we employed a combination of exploratory and assessment testing approaches. Initially, we evaluated general functionality by presenting users with scenarios and observing their ability to navigate through the flow using prototypes. In the final stage, we encouraged users to share their opinions and impressions of the product concept.
After analyzing the test results, I conducted additional design iterations and created a presentation deck aimed at a select group of merchants. Our sales team led the pitch, with my product manager and I delivering the demo.
During this phase, our developers recommended utilizing Vercel and Tailwind to expedite development. To align with this approach, I designed the UI themes in Figma, adhering to Tailwind's Library guidelines. Additionally, we opted to use Notion as our content management system (CMS).
As we collected real-life data from our partner merchants regarding Virtual Lounge, we simultaneously initiated the development of the integration framework within our Unified Dashboard. In close collaboration with my product manager, we conceptualized the high-level wireframes and user stories. This process led to the creation of mockup screens, which in turn set the stage for an upcoming round of user testing. The aim of this testing phase is to validate the flow for tasks such as adding engagement cards and generating QR codes.
