Enhancing the User Experience: Kopimage
Enhancing the User Experience: Kopimage
As Privy expanded its workforce and Kopimage scaled its operations, the need for a more efficient system became critical. I led the redesign of Kopimage’s internal application to streamline employee management and introduce real-time stock tracking. The new solution reduces manual work, minimizes product waste, and supports operational efficiency across all Privy offices and retail outlets.
As Privy expanded its workforce and Kopimage scaled its operations, the need for a more efficient system became critical. I led the redesign of Kopimage’s internal application to streamline employee management and introduce real-time stock tracking. The new solution reduces manual work, minimizes product waste, and supports operational efficiency across all Privy offices and retail outlets.
Client
KOPIMAGE
industry
Food & Beverage (F&B)
role
UI/UX Designer
tools
Figma, pencil and paper
duration
2 weeks
Year
2022
current situation
Privy is software-as-a-service (SaaS) company based on Indonesia that specializes in digital signatures and other digital solutions. Privy has 5+ offices located in various regions of Indonesia.
Kopimage is the exclusive coffee shop that provides daily dose drinks to over 500 Privy employees. In addition providing drinks at all Privy offices, Kopimage also operates standalone coffee shops and retail stores that sell coffee raw materials.
Privy is software-as-a-service (SaaS) company based on Indonesia that specializes in digital signatures and other digital solutions. Privy has 5+ offices located in various regions of Indonesia.
Kopimage is the exclusive coffee shop that provides daily dose drinks to over 500 Privy employees. In addition providing drinks at all Privy offices, Kopimage also operates standalone coffee shops and retail stores that sell coffee raw materials.
the challenge
Due to 20% increase in Privy’s workforce and the opening of new outlets, resulting in greater demands for daily dose drinks.
The old application used by Kopimage had limited functionality, so it needed manual setup for employee management. Additionally, the absence of stock tracking functionality result in product wastage, and unnecessary costs.
Due to 20% increase in Privy’s workforce and the opening of new outlets, resulting in greater demands for daily dose drinks.
The old application used by Kopimage had limited functionality, so it needed manual setup for employee management. Additionally, the absence of stock tracking functionality result in product wastage, and unnecessary costs.
DESIGN PROCESS
empathise
Since we didn’t have historical data from the old application to begin with, I conducted in-depth user interviews to gain a deep understanding of the critical factors in the daily outlet operations and to understand the challenges with the current system.
The participant of this interview are Barista, Managers and the Kopimage’s Owner. Each role within the organization has a unique perspective on daily operations, and challenges, ensures a well-rounded understanding and gain valuable perspectives for improvement.
Research analysis
To identify the research findings, I record user responses in a Google Sheet, identify recurring themes within these responses, grouping them together based on their similarities.
Interview findings
Current tools that used by Kopimage focus on essential operational tasks such as processing the order and setting operational hours. However, do not address some of the major operational aspects crucial to the company's growth and efficiency. Furthermore, the fact that these tools have a single interface for all roles creates confusion in managing various aspects of the business.
Weather, seasons, promos, holidays, special events, and demand fluctuations are critical factors affecting customer demand and stock requirements at Kopimage.
Managing stock becomes complex due to the lack of real-time stock tracking and the need for manual calculations and aligning teams on stock levels is a significant challenge, results in product wastage, understocked essential items in some of coffee outlet, and customer dissatisfaction (as customers may encounter out-of-stock items, leading to disappointment and potentially lost sales).
Manual employee management (outside the system), making it difficult to scale operations and expand outlets efficiently.
Since we didn’t have historical data from the old application to begin with, I conducted in-depth user interviews to gain a deep understanding of the critical factors in the daily outlet operations and to understand the challenges with the current system.
The participant of this interview are Barista, Managers and the Kopimage’s Owner. Each role within the organization has a unique perspective on daily operations, and challenges, ensures a well-rounded understanding and gain valuable perspectives for improvement.
Research analysis
To identify the research findings, I record user responses in a Google Sheet, identify recurring themes within these responses, grouping them together based on their similarities.
Interview findings
Current tools that used by Kopimage focus on essential operational tasks such as processing the order and setting operational hours. However, do not address some of the major operational aspects crucial to the company's growth and efficiency. Furthermore, the fact that these tools have a single interface for all roles creates confusion in managing various aspects of the business.
Weather, seasons, promos, holidays, special events, and demand fluctuations are critical factors affecting customer demand and stock requirements at Kopimage.
Managing stock becomes complex due to the lack of real-time stock tracking and the need for manual calculations and aligning teams on stock levels is a significant challenge, results in product wastage, understocked essential items in some of coffee outlet, and customer dissatisfaction (as customers may encounter out-of-stock items, leading to disappointment and potentially lost sales).
Manual employee management (outside the system), making it difficult to scale operations and expand outlets efficiently.
define
Based on interview findings, I narrowed down the focus to improve the current system. The absence of role-specific interface creates confusion in how different users interact with the system, affecting their satisfaction and performance. Therefore, to address these issues and enhance the overall user experience, I have decided to redesign the system, focusing on improving both design and features. Then I create "How Might We" (HMW) questions that frame the problems for ideation.
HMW clearly communicate role-specific interface and feature to the user?
HMW be able to provide real time information about stock ingredients in outlet to the user?
HMW streamline employee management within the system to improve efficiency and reduce manual work?
Based on interview findings, I narrowed down the focus to improve the current system. The absence of role-specific interface creates confusion in how different users interact with the system, affecting their satisfaction and performance. Therefore, to address these issues and enhance the overall user experience, I have decided to redesign the system, focusing on improving both design and features. Then I create "How Might We" (HMW) questions that frame the problems for ideation.
HMW clearly communicate role-specific interface and feature to the user?
HMW be able to provide real time information about stock ingredients in outlet to the user?
HMW streamline employee management within the system to improve efficiency and reduce manual work?
ideate
I brainstormed several ideas and explored potential solutions, features, or enhancements to address the identified challenge. Key solutions I found include:
Redesign the current system
Stock in/ Sock out management
Record of stock that is produced using current ingredients.
Stock Opname, facilitates the reconciliation of system stock with actual stock.
Stock movement, real-time visibility into stock movements.
Menu ingredients, track ingredient availability
User role and daily dose management, provides tools to manage user roles and their specific daily dose.
After gathering potential solutions, I schedule several meetings with stakeholders to refine specific requirements and assess whether these solutions effectively address the problems they are encountering. This collaborative process aims to ensure that the proposed solutions align with their needs and expectations.
User flow
Before jumping into screen design, I created a User Flow to help me visualize the processes users need to go through when they use the application.
Wireframing
Rapid sketch iterations were used for directional discussions. I took feedback from my team and narrow down the sketches and start designing.
I brainstormed several ideas and explored potential solutions, features, or enhancements to address the identified challenge. Key solutions I found include:
Redesign the current system
Stock in/ Sock out management
Record of stock that is produced using current ingredients.
Stock Opname, facilitates the reconciliation of system stock with actual stock.
Stock movement, real-time visibility into stock movements.
Menu ingredients, track ingredient availability
User role and daily dose management, provides tools to manage user roles and their specific daily dose.
After gathering potential solutions, I schedule several meetings with stakeholders to refine specific requirements and assess whether these solutions effectively address the problems they are encountering. This collaborative process aims to ensure that the proposed solutions align with their needs and expectations.
User flow
Before jumping into screen design, I created a User Flow to help me visualize the processes users need to go through when they use the application.
Wireframing
Rapid sketch iterations were used for directional discussions. I took feedback from my team and narrow down the sketches and start designing.
design
Once I have solid design direction, I create high fidelity design, which would then be used to validate the idea to related stakeholder.
Once I have solid design direction, I create high fidelity design, which would then be used to validate the idea to related stakeholder.
testing
As designs were finalized, I collaborated with developers to bring them to life. In parallel with code development, I check the live product to ensure that the implemented design aligned with the original design I created.
As designs were finalized, I collaborated with developers to bring them to life. In parallel with code development, I check the live product to ensure that the implemented design aligned with the original design I created.
impact
After one month implementing the new system, we monitored user satisfaction rates to ensure that the changes made aligned with user expectations and positively impacted their experience.
The overall satisfaction with the system's user experience was rated with an average score of 7.47 on a scale from 1 to 10. This indicates a generally positive user experience. The majority of users found usability of the system is good. A total of 76% rated the system as "somewhat easy" or "very easy." Stock Tracking receive satisfaction rating of 8 indicates a relatively high level of satisfaction among users. Employee management received a satisfaction rating of 7, indicating that users are moderately satisfied with this feature. Real-time Information was rated at 7.6, reflecting a moderately high level of satisfaction.
After one month implementing the new system, we monitored user satisfaction rates to ensure that the changes made aligned with user expectations and positively impacted their experience.
The overall satisfaction with the system's user experience was rated with an average score of 7.47 on a scale from 1 to 10. This indicates a generally positive user experience. The majority of users found usability of the system is good. A total of 76% rated the system as "somewhat easy" or "very easy." Stock Tracking receive satisfaction rating of 8 indicates a relatively high level of satisfaction among users. Employee management received a satisfaction rating of 7, indicating that users are moderately satisfied with this feature. Real-time Information was rated at 7.6, reflecting a moderately high level of satisfaction.
takeaway
Working on this project was both exciting and challenging. I learned a lot, especially about managing stock. After this project, we remained committed to monitoring key metrics and exploring opportunities for improvement.
Working on this project was both exciting and challenging. I learned a lot, especially about managing stock. After this project, we remained committed to monitoring key metrics and exploring opportunities for improvement.