CTM

We designed the innovative UX/UI of POS and the Inventory Management System for well-known tea brand with over 60 outlets throughout Thailand which leads to more efficient and less over 70% human-caused mistakes workflow.

INteraction design

VIEW PROTOTYPE

👉 Challenge:
    Design the holistic system of ordering beverages experience, inventory and revenue management by customisation especially for Cha Tra Mue.

🖊 Roles:
    Designer, Coordinator, Interviewer, System Trainer

🔧 Tools:
    Adobe XD, Camera, Video Recorder, Notebook, Pen

⏰ Project duration:
   2.5 months
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💼 Stakeholders:
   Business specialists, Product Owners, Developers

📍Places:
     Cha Tra Mue (Bangkok), Cha Tra Mue (Chiangmai)

        We were aware of these problems. Therefore, we often held many meetings with related stakeholders such as "CEO", "Head of Manager", "Area Manager" to understand more about the pain point as well as visiting the area to see the usage behaviour of "Staff" (Tea maker) closely.

📌 Process (AGILE)

1. Research & Gather requirements
2. Define & Create business plan
3. Ideation
4. Prototype
5. Usability Testing
6. Test & Install at store
7. Improvement

Our consulting company got this project from knowing of any hassles of ordering any beverages from the current POS [Point Of Sales]. Due to the healthy trend so that many customers want to reduce sugar [%] or adding various toppings on top of the beverage that has become more popular! Then, the POS cannot record these data so that the staff had to wrote on the receipt and keep the list to the tea maker, which they found was a high order error and wasted a lot of time in taking notes. moreover, the raw ingredient management, for example, if they don't have some sugar, it means that they can sell only healthiest tea, right?

Store size S (BTS skywalk)

Store size M (Supermarket)

Store size L (Department store)

Store size XL (Porto Chino)

Over the course of a week, we visited in every sizes of tea stores, including observation, trying out as a salesperson. (by using the current POS), interview after the store was closed the shop and rotated to each branch to collect data until we found the common pattern of the data as follows.

        1. Customers with different needs causing employees to write down various conditions on each bill.
        2. The area of the store is limited. (especially, Size S with 1.5m*2.5m)
        3. Ordering only the most popular menu.
        4. Paying with different payment channels (at the end of the day, it causes cumbersome for collecting income.)
        5. Standing solely in the store makes hard for managing raw materials.
        6. Cannot check Wifi connection of POS that cause errors of recording ordering history.
        7. When the shop closed, they had to keep all the receipts, collect income and write them in the notebook.
           (the POS machine cannot consolidate all amount.)

The difference in each branch size also had their own problems. due to large stores that have more staff, less problems, mostly have better management.

But, the smaller branch has so much space problems. (Approximate area: 1.5 m*2.5 m) What do you think, if they have just only trainee in some small branches, he/she surely sit outside the store ? (and this is truth)

After 1 week of the survey, as you can guess, we ran into much more problems!

        1. We noticed that POS machines and keyboard are huge for small shops that taking up 50% of the space.
        2. We found stealing case [raw ingredients] between the staffs.
        3. Some unique behaviour of customers. (often happens)
            "Order first. - Go shopping - Pay after" or requesting a tax invoice.
        4. The sunlight causes somber display of POS.

        We've compiled all requirements by gradually writing down all details of Customer Journey, append to variables that causes difficulties and delays in order to analyse the journey and start asking How might we? with our team and customers.

📌 DEFINE PROPOSITIONS, IDEATION TO TESTING

        1. *Improve the holistic of ordering beverages journey by preventing human error
        2. *Improve the whole journey of operation (ex. store setting up, raw ingredient management, etc.)
        3. Improve the journey for handling steal cases (optional)

Then, we do an ideation workshop, developed the ideas and created test tasks for testing prototype in those different branches by starting with the main interaction user (on the different options) to the whole ordering journey (feature by feature).

📍 EASY MENU CUTOMIZATION

Meet the needs of all customers' choices. Manager can add/reduce the menu up to date whatever sorting by the popularity and create new options manually through the POS Admin that we have built and connected into the POS.

📍 EASY PAYMENT CUTOMIZATION

Support multiple payment channels/coupon usage - Cash, credit card, etc - which can add unlimited additional payment types.

📍 EASY SETTING UP

We have created a version system. When opening the shop, the staff just has to check Wifi connection, the system will run to check and update the latest version automatically.

Don't worry about the 'no connection' cases. we keep all order whatever in offline status.

📍 EASY OPERATION

Not only meet needs among customers such as pause billing. But also transportation of raw materials from the inventory system to each branch with our accuracy system. moreover, automatic calculation of total daily income. (which has already deducted the discount coupon)

view POS prototype here!

Later, we decided to use tablet instead of POS which reduces the area by more than 50%. (no more keyboard) moreover, they feel like automation! and they can get off work faster as well.

In fact, we are not only developing POS, we are also developing Inventory Management, Area Manager Dashboard, Executive Dashboard and connect all raw material management usage and other systems together!

📍 INVENTORY MANAGEMENT SYSTEM
raw material procurement management by creating PR (Purchase Requisition), PO (Purchase Order) through contact with supplier to purchase. Every raw material is labeled with SKUs, which is then linked to the POS system. If Area Managers need any ingredients, how much, in which branch, the group of the ingredients will be packed in batches, easily delivered to the branch without having to count the amount of pack.
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📍 TRACKING RAW INGREDIENT USAGE
We have read all tea formula and initiate to build raw ingredient usage calculator to check for brewing errors and product theft.

✅ "Observations", "User interviews" might be far away from understanding users. But having chance to do an actual work as a “new user” made us understand a lot more and found what the customers forgot to tell us.

✅ In addition, working with stakeholders with diverse needs is difficult. But they all need to solve user problems. So, Let's find out from the platform they use nowadays including to be a part of their environment. these facts will let all stakeholders could not agree more.