Date
Jul 2021
Client
Samsung Electronics
Role
Product Designer
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Samsung Electronics
is a South Korean multinational major appliance and consumer electronics corporation headquartered in Yeongtong-gu, Suwon, South Korea. Samsung Electronics America, leads the global market in high-tech electronics manufacturing and digital media for over 70 years.
Samsung Display
The Samsung Display team operates within Samsung Electronics, one of the leading global manufacturers of display panels used in a wide range of devices from smartphones and tablets to televisions and digital signage. Creating wide selection of digital signage and commercial displays. From outdoor signage and video walls to micro LED, interactive and standalone displays—ranging from Full HD to 8K UHD resolution for all business needs.
Grocery stores rose to the challenge of the pandemic by establishing new expectations for safe, fast and contactless shopping —from the deli counter to check-out. Grocers are also experiencing new pressures from other food and beverage retailers like convenience and dollar stores. Grocery stores need a self-service option that can increase cart size and decreases operating expenses —all while enhancing the overall customer experience.
As a forward-thinking business, Cafe Gratitude wanted to deliver a modern and seamless experience to its customers. In recent years, as the trend of contactless shopping has increased in popularity, unmanned payment kiosks have quickly become a part of everyday life in retail stores.
Discover | Define | Ideate | Design
In a fast-paced, busy customer environment, the owners of Cafe Gratitude needed a solution that enabled them to properly run the cafe independently. In addition to improving efficiency, the owners needed a solution that could seamlessly integrate into the small space within the cafe, enhancing their business while not disrupting the customer experience. Finally, the reliability and performance were a key consideration for the small business, needing peace of mind that the kiosk would not fail and result in any business downtime. To resolve any concerns the owner had, the selection of the right kiosk technology was important in ensuring the cafe could improve efficiency while building brand affinity and creating new sales opportunities for the future.
Based on its deep knowledge and market experience, Samsung was able to meet the requirements of both the cafe and its customers, delivering the latest in kiosk solutions and ensuring the smooth operations of the cafe for years ahead.
Cafe Gratitude chose Samsung as a result of its brand reputation as a leading provider of technology, delivering flexibility, reliability and concise visuals for easy readability. In addition, having observed and examined more than 200 stores during the product planning phase, Samsung was confident that its Kiosk solution would deliver all the benefits required by the customer, and more.
With Samsung’s deep expertise in the retail sector, it understands the importance of crisp and clear visuals in attracting the attention of customers and creating up-selling opportunities. Cafe Gratitude promoted its flagship Matcha Shot Cream Latte by ensuring it was one of the first items seen by customers when using the kiosk touchscreen.
Within days, the cafe saw an increase in the order of premium beverages, doubling from 20% to 40%, while orders of an Americano or Latte – which are popular but cheaper options– decreased. The cafe was able to generate higher sales at the same time as generating consistent positive feedback from customers on the options available.
As we continue to field feedback from the MVP and release usage, these insights will shape and inform the priority for next level functionality and roadmap.
