It’s Wednesday 12:30pm. You’re in the mood for a healthy salad bowl from Greens & Things, but the long line you’re anticipating already puts you off the task. How might we shorten lines and make ordering salads easier? The Greens & Things app, website, and self ordering kiosks are able to meet a wider range of user needs. With their implementation, we can ease in-store congestion by opening up customer flow through the physical space. The storyboard below plays out one such scenario.

Our persona, Allen, is a busy event planner. His job takes him all around the city, so he uses the Greens & Things app for pick up orders at the shop’s branch locations, giving Allen access to quick, reliable, and healthy takeout options that fit his schedule.

The Greens & Things app imagines an easy way to order off the menu or make your salad just how you like it, and have it ready for pickup when you arrive. The user flow follows a two-tab structure that defaults to the house menu, drawing on a mental model that wants to be eased into further decision-making. The user may be inspired by these combinations and decide to build their own salad. At this point, they feel more prepared for customization. The checkout process is familiar and designed to feel as frictionless as possible.

With on-the-spot salad customization, a long line forms quickly during rush periods, at times even extending beyond shop doors. The ensuing bottleneck is shown here.

The brick & mortar becomes less dependent on a single-queue flow. By giving users different ordering, pickup, and delivery options through the app and website, Greens & Things customers can navigate the lunch rush with a bit more ease.

The Greens & Things app imagines an easy way to order off the menu or make your salad just how you like it, and have it ready for pickup when you arrive. The user flow follows a two-tab structure that defaults to the house menu, drawing on a mental model that wants to be eased into further decision-making. The user may be inspired by these combinations and decide to build their own salad. At this point, they feel more prepared for customization. The checkout process is familiar and designed to feel as frictionless as possible.

Tabbing over to “Make” gives users the option to create their own salad. Users can select from an extensive ingredient list. The 3-step process (base + ingredients + dressing) is the suggested method for building a great salad, but users have the option to skip over any step they like.

Tabbing over to “Make” gives users the option to create their own salad. Users can select from an extensive ingredient list. The 3-step process (base + ingredients + dressing) is the suggested method for building a great salad, but users have the option to skip over any step they like.