Conversation & UI design · Drive-through concept
VISOS
Reviewing and correcting an order before confirmation.
View project presentation
Voice and visual ordering concept · 4 qualitative interviews
My roleContributing to conversation design, interfaces, and order review.
VISOS is a voice and visual ordering concept featuring an assistant named Haaf. The team’s interviews with four users surfaced repeated speech, language barriers, and queue pressure that could discourage corrections. The concept proposes showing what was understood so customers can review it before confirming.
Research method & scope
Four structured qualitative interviews covered a daily customer, an older adult, an expatriate, and a customer seeking a more comfortable experience. The persona and journey map draw on needs for clear audio, order review, and simple corrections. Source: the linked VISOS presentation; this was not a system performance test.
The decisions behind the screens
Make corrections easier to ask for.
One participant preferred not to report an incorrect order. The proposed journey therefore includes an itemized order and individual edits before payment, without having to repeat the whole order.
Choose a language before ordering.
One participant simplified her wording to be understood. Haaf’s screens begin with Arabic or English, followed by a short ordering prompt. Dialect recognition and additional languages would require separate technical validation.
Keep the conversation going when an item runs out.
In the presentation, the daily coffee is unavailable. Haaf offers V60, then other drinks. The dialogue provides a next choice when the original request cannot be fulfilled, rather than ending with an apology.
Confirmation should explain what happens next.
The closing message directs customers to the pickup window. The journey map also specifies review and a spoken readback before payment, with staff assistance when needed.
What I took forward
The project produced qualitative research, a primary persona, a journey map, and a proposed dialogue and interface concept. Reductions in ordering errors or waiting time need to be tested in a working drive-through.