Project Overview

In 2024, I contributed to the redesign of KOIN’s campus cafeteria menu service.

• Although essential for university students, the cafeteria service frustrated users due to lack of real-time updates on meal availability.

• Research revealed high dissatisfaction from unpredictable meal availability, long wait times, and a difficult-to-read, text-only menu.

Challenge

The existing service faced several critical issues:

• No real-time information about sold-out meals.

• Text-only menu format reduced readability and appeal.

• Users experienced long lines and wasted time during peak hours.

• Lack of clear communication between cafeteria operations and end-users.

• No system for confirming meal availability before arrival.

Process

I initiated a comprehensive discovery phase that included:

• Conducting an Eventstorming workshop to map out the dining experience from end-to-end.

• Observing user behavior and gathering real posts from campus communities about cafeteria frustrations.

• Surveying 12 students to evaluate current usability, revealing a System Usability Scale (SUS) score of 66.

• Defining primary user goals: quickly confirm meal availability and easily view today’s menu.

Based on these findings, I:

• Developed journey maps identifying emotional pain points during the cafeteria visit.

• Redefined the information architecture to improve readability and reduce unnecessary scanning time.

• Created interactive wireframes proposing photo-based menus and real-time sold-out status updates.

• Validated concepts through usability testing and campus staff interviews.