01.5 / Case Study Slides
Full Presentation
The complete case study deck — covering the kiosk overview, research methodology, focus group findings, user personas, and proposed improvements. Click any slide to enlarge.
Evaluating the self-service kiosk experience at NC A&T's campus Chick-fil-A and proposing UX improvements to reduce friction for students between classes.
The complete case study deck — covering the kiosk overview, research methodology, focus group findings, user personas, and proposed improvements. Click any slide to enlarge.
The Chick-fil-A self-service kiosk on campus is a digital ordering interface allowing students, faculty, staff, and visitors to browse the menu, customize items, and complete cashless transactions — designed to reduce wait times during the peak lunch rush.
But with increasing campus traffic, the system was showing cracks: long lines, inconsistent order accuracy, and frustrated students trying to order between back-to-back classes.
NC A&T State University campus Chick-fil-A during peak lunch and dinner hours.
Long queues, order inaccuracies, and a kiosk UI that didn't account for time-pressured student users.
Led user persona development and structured the focus group interview frameworks across all three user groups.
Research report with three evidence-based UX improvement proposals backed by focus group findings.
We identified three distinct user groups who interact with the kiosk differently, each with their own priorities and pain points. For each group, we developed structured interview frameworks covering four dimensions: usability, interaction design, visual design, and content understanding.
Usability: Can users complete tasks efficiently? Where do they get stuck, hesitate, or make errors during the ordering flow?
Interaction Design: How do users engage with the touch interface? Do button sizes, tap targets, and navigation patterns feel intuitive?
Visual Design: Does the visual hierarchy guide users clearly? Are pricing, item images, and status indicators easy to read under different lighting conditions?
Content Understanding: Can users interpret item descriptions, allergy info, and availability status accurately without staff assistance?
Two user personas were developed from focus group insights to ground the improvement proposals in real behavioral patterns and motivations.
Situation: 15 minutes between Econ and Stats. Needs to order, eat, and get to class without being late.
Goal: Order quickly without errors. Wants to know exactly how long his food will take.
Frustration: Gets to the kiosk, picks his order, then finds out the item is unavailable. Has to start over. Misses class.
Insight: Would use a campus rewards system if it saved him time — not just discounts.
Situation: Works on campus and eats at Chick-fil-A 2–3 times per week. Actively tracks her Chick-fil-A One points.
Goal: Apply her points at the kiosk without needing to involve a cashier. Prefers self-service for full control.
Frustration: The kiosk doesn't surface her points balance or let her redeem rewards — forces her to ask staff.
Insight: Loyalty integration would increase her visit frequency and overall satisfaction with the kiosk.
Each proposal emerged directly from patterns observed across focus groups — not assumptions, but documented friction points that multiple user types confirmed independently.
Integrate Chick-fil-A One rewards visibility into the kiosk UI. Show current point balance on the home screen, allow in-session reward redemption without staff, and send a post-order points confirmation.
Show a live or estimated wait time before and during the order flow. Time-pressured students can make informed decisions about whether to order now or come back — reducing abandoned queues and frustration.
Clearly mark sold-out or temporarily unavailable items before users select them. A greyed-out state with a short explanation eliminates the most common source of order errors and staff interruptions.