Morning Coffee: A UI Experience

In a standard cafe, you would order at the cashier, who would either input it into the system or repeat it verbally to the barista who makes your order. When your coffee requires a lot of customizations and you’re pressed on time, this is not the most efficient way. The coffee machine at the Watson Institute solves this problem for Brown students with a touchscreen interface designed to allow users to easily customize their coffee without the need of a barista — students simply need to pay for a coffee at the cashier before proceeding to make it themselves at the machine. The touchscreen interface is organized in grid form with all options on the screen, and functions laid out L-R in order of procedure.

Through observation and interviews, my team aimed to find out students’ experience with this new interface.

fig.1: Sketch of the coffee machine interface. Created by Yereem Chun

Observations

Users appeared to be in a hurry: Users 2 and 4 came during passing period, User 3 appeared stressed and pressed for time. Some appeared unfamiliar with the machine; Users 1 and 4 consulted with friends. User 1’s friend appeared equally confused when milk came out of the machine before User 1 had selected his drink. User 4’s friend was familiar and explained steps of interface. User 2 was confused: There was only one cup size available at cafe, but 3 size options displayed on screen — User left without coffee. User 3 and several others were familiar with the machine, and had their coffee in hand quickly.

Questions

1. How often do you drink coffee?

2. Do you often use a coffee machine?

3. Have you ever used a similar machine?

4. Did you understand the process and the meaning of the icons?

5. What changes would you make to this interface?

6. Could you explain how to use this machine to someone else?

7. Would you have preferred someone else run the machine for you?

8. Do you feel satisfied with the outcome (your coffee)?

9. Would you use this machine again?

Summarized Responses

User 1 had never attempted to use this machine before and struggled with similar machines previously; suggested the interface could be more straightforward by introducing functions on different pages as opposed to all on one screen, for example delaying the appearance of a milk option until after having selected a beverage. Having received instruction from the cashier, he would feel comfortable explaining the machine to someone although he found the interface to be confusing and definitely thought it could be improved.User 3 uses the coffee machine almost daily; doesn’t find the coffee machine difficult to use but was taught how to use the machine the first time she visited; very comfortable with the interface and doesn’t believe any changes are necessary. Explained that cow images vary slightly in size indicating whole and skim milk — Her friend told her this. Would happily explain the machine to someone else; thinks that it is a reliable source of coffee.

The sample was a good representation of the range of people that may encounter the coffee machine because it showed a range in familiarity with the machine. The time frame of observation was selected to include a passing period, so we were able to observe rushed and unrushed users. While there was a range of experience among individuals who used the machine, more often than not, the people who chose to use the machine were familiar with its functions. Many users quickly picked up coffee and appeared to be familiar with the machine.

Mental Models

User 1 expects the machine to have multiple possible screens depending on which button was pressed on the initial screen. For example, clicking the milk button would bring up another screen with the types of milk available to choose from. This user might click liberally in order to explore the various functions.User 2 sees the machine as having a single-click process for selecting their drink. As soon as a button is pressed, the machine will begin to dispense their drink. This mental model encourages reservedness when pressing buttons. Each press of a button dispenses liquid so the user is careful in selection/pressing buttons.

Empathy Maps

Scattered Samuel stops to get coffee because he is tired. He has never visited the Watson cafe. The interface is difficult for Samuel to learn without the cashier’s help. Samuel is confused by all of the icons and presses them out of stress. Coffee comes out before Samuel is ready. Samuel also faces choice paralysis from all of the options presented especially because the drinks are not explained/described. Samuel represents a new user who wants to explore the various features.

Regular Rachel visits the Watson every day to get coffee as part of her morning routine. She loves how quick and easy the machine is to use. Although she gets curious about other drinks, the interface of the machine reinforces her routine and doesn’t encourage her to try new drinks. Rachel represents a regular user of this coffee machine who is comfortable using it quickly and teaching others how to use it.

Storyboard

fig.2: Storyboard of Regular Rachel’s experience. Created by Yereem Chun

The storyboard highlights Regular Rachel’s goals of efficiency and organization. Her visit to the Watson cafe and her use of the coffee machine interface is shown as being a part of her morning routine, and is something she appreciates because of its efficiency. It also shows how the interface is consistent with her mental model which makes it easy for her to use.