RETAIL TECH | B2C KIOSK | ENTERPRISE POS

RETAIL TECH | B2C KIOSK | ENTERPRISE POS

Brewing a seamless Chai Experience

Brewing a seamless Chai Experience

Brewing a seamless Chai Experience

A high-impact retail tech project improving speed, engagement & sales at scale.

A high-impact retail tech project improving speed, engagement & sales at scale.

A high-impact retail tech project improving speed, engagement & sales at scale.

ABOUT THE COMPANY

ABOUT THE COMPANY

ABOUT THE COMPANY

Project Summary

Project Summary

Project Summary

Chaayos is one of India’s leading chai café chains, with 200+ outlets across major urban markets and a strong focus on highly personalized experiences.

In this project, I contributed as a Junior UI Designer to the UI design for both self-serve kiosks and POS systems, working closely with a senior designer and the head of design in a fast-paced, multidisciplinary environment.

Tab 1 of 2: Problems Identified

Problems identified

Chaayos needed to improve its in-store ordering experience, as customers often faced

long queues and confusing flows at the counter.

noise

Customers weren’t fully using the chai customization feature

Customer Relationship Executives (CREs) struggled to communicate offers effectively.

The existing POS system couldn’t handle rush hour traffic smoothly, leading to delays.

Tab 1 of 2: Problems Identified

Problems identified

Chaayos needed to improve its in-store ordering experience, as customers often faced

long queues and confusing flows at the counter.

noise

Customers weren’t fully using the chai customization feature, even though it was a key offering.

Customer Relationship Executives (CREs) struggled to communicate offers effectively.

The existing POS system couldn’t handle rush hour traffic smoothly, leading to delays.

REFLECTION

REFLECTION

REFLECTION

My role & contribution

My role & contribution

My role & contribution

UX Research

Branding

UX Design

UI Design

Development

Designed core kiosk and POS UI flows to simplify ordering and reduce friction.

Created high-fidelity screens and refined visual hierarchy, layout, and interaction patterns.

Contributed to component consistency and design system alignment across screens.

Collaborated with developers and stakeholders during implementation and iteration.

Helped translate business goals into usable and scalable interface decisions.

Wireframes

Wireframes

The wireframes were tested on actual customers walking into the store, using interventions and testing over different approaches.

The wireframes were tested on actual customers walking into the store, using interventions and testing over different approaches.

The wireframes were tested on actual customers walking into the store, using interventions and testing over different approaches.

Design System

Design System

The design system was created to ensure consistency across the project

The project followed a step-by-step design process starting with UX Research, moving into UX Design, and finally shaping the UI Design.

The project followed a step-by-step design process starting with UX Research, moving into UX Design, and finally shaping the UI Design.

Kiosk Design - First time user

Kiosk Design - First time user

Kiosk Design - Repeat User

Kiosk - Repeat user

Point-of-sale (POS)

CREs faced many issues such as lack of communication and motivation to follow the process.

CREs faced issues like lack of communication and motivation to follow the process.

The goal was to reduce training and provide complete guidance for agents to take orders

The goal was to reduce training and provide complete guidance for agents to take orders

Order Flow

The POS provided more visibility and offered better clarity regarding the benefits and features of the products.

CREs faced issues like lack of communication and motivation to follow the process.

Point-of-sale (POS)

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