{"id":60,"date":"2025-10-24T17:23:43","date_gmt":"2025-10-24T17:23:43","guid":{"rendered":"https:\/\/nachokaiser.com\/?p=60"},"modified":"2026-03-06T21:06:38","modified_gmt":"2026-03-06T21:06:38","slug":"point-of-sales-for-a-smart-venue","status":"publish","type":"post","link":"https:\/\/nachokaiser.com\/?p=60","title":{"rendered":"Improving How Bartenders Serve Fans in a Smart Stadium"},"content":{"rendered":"\n<div class=\"wp-block-group alignfull has-background has-global-padding is-layout-constrained wp-container-core-group-is-layout-d89aad35 wp-block-group-is-layout-constrained\" style=\"background-color:#202c39;margin-top:0;margin-bottom:0;padding-top:var(--wp--preset--spacing--50);padding-right:var(--wp--preset--spacing--50);padding-bottom:var(--wp--preset--spacing--50);padding-left:var(--wp--preset--spacing--50)\">\n<div class=\"desktop-hint-banner\">\n  <span class=\"desktop-hint-icon\">\ud83d\udcbb<\/span>\n  <p>\n    <strong>Better on a laptop!<\/strong><br>\n    This case study includes detailed visuals that are easier to explore on a larger screen.\n  <\/p>\n<\/div>\n\n<style>\n  .desktop-hint-banner {\n    display: none; \/* hidden by default *\/\n  }\n\n  @media (max-width: 768px) {\n    .desktop-hint-banner {\n      display: flex;\n      align-items: center;\n      gap: 12px;\n      background-color: #f0f4ff;\n      border-left: 4px solid #FF4735;\n      border-radius: 6px;\n      padding: 14px 16px;\n      margin-bottom: 32px;\n      font-size: 14px;\n      line-height: 1.5;\n      color: #333;\n    }\n\n    .desktop-hint-icon {\n      font-size: 20px;\n      flex-shrink: 0;\n      margin-top: 2px;\n    }\n  }\n<\/style>\n\n\n\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-1da03c2a wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:60%\">\n<figure class=\"wp-block-image size-full is-style-default wp-duotone-unset-1\"><img loading=\"lazy\" decoding=\"async\" width=\"1536\" height=\"1024\" src=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/final-with-mockup.jpg\" alt=\"\" class=\"wp-image-397\" srcset=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/final-with-mockup.jpg 1536w, https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/final-with-mockup-300x200.jpg 300w, https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/final-with-mockup-1024x683.jpg 1024w, https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/final-with-mockup-768x512.jpg 768w\" sizes=\"auto, (max-width: 1536px) 100vw, 1536px\" \/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:40%\">\n<h1 class=\"wp-block-heading has-base-2-color has-text-color has-link-color wp-elements-ecdf159da8a3e84689514fa4a8a47833\">Improving How Bartenders Serve Fans in a Smart Stadium<\/h1>\n\n\n\n<p class=\"has-base-2-color has-text-color has-link-color wp-elements-7447d691a573ea214dd31b7e8a8ff588\">Redesigning a personalized, cashierless POS as part of a smart venue ecosystem.<\/p>\n\n\n\n<div class=\"btn-container-down\"><a class=\"scroll-down-btn\" href=\"#summary\" aria-label=\"Scroll down\" type=\"button\">\n  <svg class=\"scroll-down-svg\" fill=\"none\" viewBox=\"0 0 80 80\" aria-hidden=\"true\">\n    <circle cx=\"40\" cy=\"40\" r=\"38.5\" class=\"circle\" stroke-width=\"0\" \/>\n    <path \n      d=\"M40 26L40 54M40 54L54 40M40 54L26 40\" \n      class=\"arrow\"\n      stroke-linecap=\"round\" \n      stroke-linejoin=\"round\" \n      stroke-width=\"4\" \n    \/>\n  <\/svg>\n<\/a>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:32px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div data-wp-context=\"{ &quot;autoclose&quot;: false, &quot;accordionItems&quot;: [] }\" data-wp-interactive=\"core\/accordion\" role=\"group\" id=\"summary\" class=\"wp-block-accordion has-border-color has-background is-layout-flow wp-container-core-accordion-is-layout-57dd960b wp-block-accordion-is-layout-flow\" style=\"border-color:#d3d3d3;border-width:1px;border-top-left-radius:5px;border-top-right-radius:5px;border-bottom-left-radius:5px;border-bottom-right-radius:5px;background-color:#f4f3f3;padding-top:var(--wp--preset--spacing--10);padding-right:var(--wp--preset--spacing--20);padding-bottom:var(--wp--preset--spacing--10);padding-left:var(--wp--preset--spacing--20)\">\n<div data-wp-class--is-open=\"state.isOpen\" data-wp-context=\"{ &quot;id&quot;: &quot;accordion-item-2&quot;, &quot;openByDefault&quot;: false }\" data-wp-init=\"callbacks.initAccordionItems\" data-wp-on-window--hashchange=\"callbacks.hashChange\" class=\"wp-block-accordion-item is-layout-flow wp-container-core-accordion-item-is-layout-7c43e52d wp-block-accordion-item-is-layout-flow\" style=\"border-style:none;border-width:0px;border-top-left-radius:5px;border-top-right-radius:5px;border-bottom-left-radius:5px;border-bottom-right-radius:5px;margin-top:0;margin-bottom:0\">\n<h3 class=\"wp-block-accordion-heading\"><button aria-expanded=\"false\" aria-controls=\"accordion-item-2-panel\" data-wp-bind--aria-expanded=\"state.isOpen\" data-wp-on--click=\"actions.toggle\" data-wp-on--keydown=\"actions.handleKeyDown\" id=\"accordion-item-2\" type=\"button\" class=\"wp-block-accordion-heading__toggle\"><span class=\"wp-block-accordion-heading__toggle-title\">Summary (TL;DR)<\/span><span class=\"wp-block-accordion-heading__toggle-icon\" aria-hidden=\"true\">+<\/span><\/button><\/h3>\n\n\n\n<div inert aria-labelledby=\"accordion-item-2\" data-wp-bind--inert=\"!state.isOpen\" id=\"accordion-item-2-panel\" role=\"region\" class=\"wp-block-accordion-panel is-layout-flow wp-block-accordion-panel-is-layout-flow\">\n<p>I worked on a large-scale smart stadium initiative in Los Angeles, contributing across multiple products within a fully cashierless, sensor-driven venue ecosystem. This case focuses on the redesign of a <strong>bartender-facing Point of Sale (POS)<\/strong>\u2014a critical touchpoint that had broken the promise of a frictionless fan experience.<\/p>\n\n\n\n<p>The original POS was slow, unstable, and misaligned with real bartender workflows, leading staff to abandon it and fall back to traditional payment terminals. Through on-site research, observation, interviews, and iterative prototyping, we redesigned the POS to reduce cognitive load, restore trust in the system, and better support the fast-paced reality of bar service.<\/p>\n\n\n\n<p>The solution balanced flexibility and structure: clearer fan identification, more resilient flows, a secure tipping experience, and interaction models adapted to different event contexts. While still under development, the redesigned POS is expected to significantly improve both bartender efficiency and fan experience\u2014helping the venue deliver on its core promise of a truly frictionless smart stadium.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:48px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"overview\">Overview<\/h2>\n\n\n\n<p><em>For NDA purposes, I have omitted confidential details and the client name.<\/em><\/p>\n\n\n\n<p>From 2023 through 2025, I worked on one of the most technologically advanced venues out there\u2014 a smart stadium in <strong>Los Angeles, California<\/strong>, home to a well-known basketball team. This venue was designed around one core idea: <strong>remove friction so fans can focus on the experience, eliminating typical barriers<\/strong>. No lines, no turnstiles, no physical ticket or QR codes, no checkout counter or self-checkout stations. Fans simply walk in, grab what they want, and go to their seats to watch the game or concert they came for. Everything is designed with the purpose of <strong>letting the fan get to the action as soon as possible<\/strong>.<\/p>\n\n\n\n<div class=\"wp-block-uagb-image aligncenter uagb-block-d047782f wp-block-uagb-image--layout-default wp-block-uagb-image--effect-static wp-block-uagb-image--align-center\"><figure class=\"wp-block-uagb-image__figure\"><img decoding=\"async\" srcset=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/estadio-FINAL.png ,https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/estadio-FINAL.png 780w, https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/estadio-FINAL.png 360w\" sizes=\"auto, (max-width: 480px) 150px\" src=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/estadio-FINAL.png\" alt=\"\" class=\"uag-image-508\" width=\"1866\" height=\"1835\" title=\"estadio-FINAL\" loading=\"lazy\" role=\"img\"\/><\/figure><\/div>\n\n\n\n<p>To make this vision possible, five products work together:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Fan App<\/strong> \u2013 the way fans control their experience inside the venue.<\/li>\n\n\n\n<li><strong>Staff App<\/strong> \u2013 the tool for staff to assist fans, control access, make sales and many other work-related tasks.&nbsp;<\/li>\n\n\n\n<li><strong>IoT Devices<\/strong> \u2013 the stadium as an interface. Fans and staff interact with these devices to automatically redeem tickets, access different locations, identify themselves and validate payment methods.<\/li>\n\n\n\n<li><strong>Website<\/strong> \u2013 the primary touchpoint to communicate the venue experience.<\/li>\n\n\n\n<li><strong>Admin Tool<\/strong> \u2013 the control center for higher-level staff (inventory, access, device management, security, and more).<\/li>\n<\/ul>\n\n\n\n<p>I was part of a large cross-functional, international team across Latin America, India and the US, that led strategy, design, implementation, and orchestration in a project that included many tech vendors.<\/p>\n\n\n\n<p>Throughout this project I contributed to multiple initiatives across all 5 products:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>An access management feature, that allows staff members at entrance to detect fans that don\u2019t have a ticket or an account while they\u2019re accessing the venue, so they can assist them.<br><\/li>\n\n\n\n<li>A redesign of a <strong>point of sale (POS)<\/strong> for bartenders in a cashierless environment \u2014 the focus of this case study.<br><\/li>\n\n\n\n<li>A complete redesign of the fan app\u2019s account creation flow.<br><\/li>\n\n\n\n<li>Many feature enhancements across all four products (in areas such as payments, ticketing, parking, commerce, access or VIP management).<br><\/li>\n<\/ol>\n\n\n\n<p>For now, let\u2019s dive into the POS. I\u2019ll be writing about other projects soon.<\/p>\n\n\n\n<div style=\"height:48px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Not the usual Point of Sale<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Some context<\/h3>\n\n\n\n<p>At <strong>the venue<\/strong>, all stores are <em>fully automated<\/em>. Fans can grab food, drinks, or merchandise and are automatically charged upon exit thanks to an advanced camera system and real-time item tracking.<\/p>\n\n\n\n<p><strong>Bars are different though<\/strong>: fans can still pick packaged items, but <strong>cocktails and fresh drinks require a human bartender<\/strong>. That\u2019s where the POS comes in \u2014 a tool for bartenders to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Identify the fan.<\/li>\n\n\n\n<li>Add made-to-order items.<\/li>\n\n\n\n<li>Let the system charge everything automatically after, along with anything else the fan grabs on their own.<br><\/li>\n<\/ul>\n\n\n\n<p>This POS was supposed to fit the promise of a cashierless, frictionless experience \u2014 but the original version did the opposite.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"390\" height=\"220\" src=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/frictionless-video-original_1.gif\" alt=\"\" class=\"wp-image-688\" style=\"width:620px;height:auto\"\/><figcaption class=\"wp-element-caption\"><em>Bars at the venue work with real-time tracking. (This is a piece of a showcase video of the venue).<\/em><\/figcaption><\/figure>\n\n\n\n<div style=\"height:48px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">The Problem<\/h2>\n\n\n\n<p>Before the redesign, the POS created a terrible experience for both bartenders and fans. It was such a pain to use, that bartenders abandoned it entirely and reverted to a traditional payment terminal.<\/p>\n\n\n\n<p>Fans could walk out with snacks without \u201cpaying\u201d, but ordering a drink suddenly required pulling out a credit card.<\/p>\n\n\n\n<p>This broke the <em>smart-venue <\/em>core promise.<\/p>\n\n\n\n<p>Our challenge was to redesign the bartender experience and create a POS that truly aligned with that promise.<\/p>\n\n\n\n<div style=\"height:48px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">My Role &amp; Responsibilities<\/h2>\n\n\n\n<p>As <strong>product designer<\/strong>, I was responsible for:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>On-field <strong>research<\/strong>: observations, interviews, and testing (along with my colleagues, as part of a bigger \u201cmulti-scope\u201d research plan).<\/li>\n\n\n\n<li><strong>User flows<\/strong> and prototyping.<\/li>\n\n\n\n<li><strong>High-fidelity mockups<\/strong> for all states and scenarios.<\/li>\n\n\n\n<li><strong>Walkthroughs and handoffs<\/strong> to engineering.<\/li>\n\n\n\n<li>Collaboration with vendors to align in possibilities across systems and analyze user flows.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:48px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns alignwide are-vertically-aligned-center is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"916\" height=\"1024\" src=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/bartender4-916x1024.png\" alt=\"\" class=\"wp-image-422\" srcset=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/bartender4-916x1024.png 916w, https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/bartender4-268x300.png 268w, https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/bartender4-768x858.png 768w, https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/bartender4.png 1003w\" sizes=\"auto, (max-width: 916px) 100vw, 916px\" \/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center dark-block has-base-2-color has-contrast-background-color has-text-color has-background has-link-color wp-elements-29e22ed10a8d648551b7eb90e3a72138 is-layout-flow wp-container-core-column-is-layout-43291e1e wp-block-column-is-layout-flow\" style=\"border-top-left-radius:20px;border-top-right-radius:20px;border-bottom-left-radius:20px;border-bottom-right-radius:20px;padding-top:var(--wp--preset--spacing--30);padding-right:var(--wp--preset--spacing--30);padding-bottom:var(--wp--preset--spacing--30);padding-left:var(--wp--preset--spacing--30)\">\n<h2 class=\"wp-block-heading has-base-2-color has-text-color has-link-color wp-elements-74c9cce26ace520dfdfea686e5822819\" style=\"margin-top:0px;margin-bottom:0px\">The Venue Bartender<\/h2>\n\n\n\n<p style=\"margin-top:0px;margin-bottom:0px;font-size:clamp(0.929rem, 0.929rem + ((1vw - 0.2rem) * 0.785), 1.4rem);\">User profile<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Operates under constant pressure: is expected to serve fast while maintaining high quality, both from customers and management. They frequently juggle multiple tasks at once \u2014 preparing drinks, politely interacting with fans, and registering orders in a system they\u2019re not fully familiar with.<\/li>\n\n\n\n<li>Because the existing tools often don\u2019t match their real workflow, they develop their own workarounds to stay efficient. Despite these challenges, they are highly trained in customer service and genuinely motivated to keep fans happy \u2014 not only because it\u2019s part of their job, but also because <strong>tips represent a significant portion of their income<\/strong>.<\/li>\n\n\n\n<li>Most are experienced professionals who deeply understand the bartending business. They are also <strong>underpaid<\/strong>, making the tipping experience especially important.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<p>Before this redesign, I visited the venue twice \u2014 including <strong>opening night<\/strong> \u2014 with my design lead. Our role was to help the onsite QA team understand a lot of scenarios in the fan journey and doing <strong>field observations<\/strong> of fans and staff behavior in this new environment. During these visits, we observed many real interactions with the POS and had conversations with bartenders.<\/p>\n\n\n\n<p>These early observations gave us a detailed initial picture of bartenders as users, which we later expanded through the specific on-field research for this project.<\/p>\n\n\n\n<div style=\"height:48px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-text-align-center title-subtitle\">The Previous POS<\/h2>\n\n\n\n<p class=\"has-text-align-center title-subtitle\">Step by step of a turbulent user experience<\/p>\n\n\n\n<div class=\"wp-block-columns alignfull carousel-journey-lac is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<div\n  class=\"carousel\"\n  data-flickity='{\n    \"cellAlign\": \"center\",\n    \"contain\": false,\n    \"wrapAround\": false,\n    \"prevNextButtons\": true,\n    \"pageDots\": true\n  }'\n>\n  <div class=\"carousel-cell\">\n    <div class=\"columns\">\n        <div style=\"background-image: url('https:\/\/nachokaiser.com\/wp-content\/uploads\/2026\/01\/1-10ds0-1.jpg');\">\n        <\/div>\n        <div class=\"step-description\">\n            <p>Jenn, a basketball fan, walks into a food store. An IoT device verifies her account and payment method through facial recognition before letting her in.<\/p>\n        <\/div>\n    <\/div>\n  <\/div>\n\n  <div class=\"carousel-cell\">\n    <div class=\"columns\">\n        <div style=\"background-image: url('https:\/\/nachokaiser.com\/wp-content\/uploads\/2026\/01\/2-100.jpg');\">\n        <\/div>\n        <div class=\"step-description\">\n            <p>Once inside, overhead cameras track everything she picks up, and she will be charged automatically once she leaves. Jenn approaches the bar and orders a drink from Marcus, the bartender.<\/p>\n        <\/div>\n    <\/div>\n  <\/div>\n\n  <div class=\"carousel-cell\"> <!--3 TRES-->\n    <div class=\"columns\">\n        <div style=\"background-image: url('https:\/\/nachokaiser.com\/wp-content\/uploads\/2026\/01\/3-100.jpg');\"><\/div>\n        <div class=\"step-description\">\n            \n            <p>Once the cocktail is done, Marcus goes to the iPad to find her in the <strong>\u201cFans in Area\u201d<\/strong> list \u2014 but Jenn appears as <strong>\u201cUnknown fan.\u201d<\/strong> He taps the entry to re-identify her using the IoT device and asks her to look at it.<\/p>\n            <p>\u201cDidn\u2019t I already do this at the entrance?\u201d Jenn asks, confused.<br>\u201cI know\u2026 sorry about that,\u201d Marcus replies, feeling a bit nervous as he waits for the device to respond.<\/p>\n            <h5>Pain points<\/h5>\n            <ul>\n                <li>Recurrent \u201cUnknown Fans\u201d: The system frequently lost track of fans, turning this \u00abre-identification\u00bb flow into a constant task for bartenders.<\/li>\n                <li>Unstable IoT devices: These custom-built slow and unresponsive devices created stressful interactions and diminished staff trust in the system.<\/li>\n            <\/ul>\n        <\/div>\n    <\/div>\n  <\/div>\n\n  <div class=\"carousel-cell\">\n    <div class=\"columns\">\n        <div style=\"background-image: url('https:\/\/nachokaiser.com\/wp-content\/uploads\/2026\/01\/4-100.jpg');\">\n        <\/div>\n        <div class=\"step-description\">\n            <p>Once Marcus manages to identify Jenn, he selects her profile and adds the drink to her order. Jenn, already holding her drink, is beginning to grow impatient.<\/p>\n\n            <p>\u201cAre we good?\u201d she asks, trying to be polite but clearly in a hurry.<br>\n                \u201cAlmost there\u2026\u201d Marcus answers while navigating the cluttered UI, hoping nothing glitches.<\/p>\n\n                <h5>Pain points<\/h5>\n                \n                <ul>\n                    <li>Unnecessary UI complexity: A split interface with separate \u201cFans in Area\u201d and \u201cOpen Orders\u201d lists increased cognitive load in a workflow that only involves one order at a time.<\/li>\n                    <li>Unstable ordering UI: Poor integration between systems led to inconsistent behavior, lost orders, and accidental deletions.<\/li>\n                <\/ul>\n                \n                \n                <\/p>\n        <\/div>\n    <\/div>\n  <\/div>\n\n  <div class=\"carousel-cell\">\n    <div class=\"columns\">\n        <div style=\"background-image: url('https:\/\/nachokaiser.com\/wp-content\/uploads\/2026\/01\/5-100.jpg');\">\n        <\/div>\n        <div class=\"step-description\">\n            <p>\u201cOh\u2014right, the tip,\u201d Marcus says quietly to himself, relieved he remembered. Before closing the order, he taps on \u201cAdd tip\u201d and turns the iPad toward Jenn so she can choose a tip percentage.<\/p>\n               \n            <h5>Pain points<\/h5>\n            <p>Tipping as an afterthought fix: Tipping was not part of the core flow, forcing bartenders to remember it and triggering it manually, often resulting in lost tips.<\/p>\n\n            \n        <\/div>\n    <\/div>\n  <\/div>\n\n  <div class=\"carousel-cell\">\n    <div class=\"columns\">\n        <div style=\"background-image: url('https:\/\/nachokaiser.com\/wp-content\/uploads\/2026\/01\/ultima-100.jpg');\"><\/div>\n        <div class=\"step-description\">\n            <p>Jenn selects a tip amount and taps \u201cConfirm.\u201d She is returned to the previous screen with her open order. Thinking she\u2019s expected to finalize it, she taps \u201cClose order\u201d, hands the iPad back, and leaves.<\/p>\n            <p>Once Marcus looks at the iPad, he sees the default screen with no open order \u2014 and he has no idea whether Jenn\u2019s order went through or was accidentally canceled.<\/p>\n\n            <h5>Pain points<\/h5>\n            <p>Lack of feedback and clarity: Unclear system states caused fans to close orders themselves, leaving bartenders unsure whether transactions succeeded.<\/p>\n            <p>No access to order history: Bartenders had no way to verify completed orders or tips, as transaction data lived in a separate section they couldn\u2019t access.<\/p>\n\n        <\/div>\n    <\/div>\n  <\/div>\n\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:48px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Ideating a Solution<\/h2>\n\n\n\n<p>We held a working session with the client and key vendors to align on pain points and define the core requirements for the new POS:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Fan identification must be clear and unmistakable<\/strong>: We collaborated with the camera and identification teams on a proof of concept to create a more visual, immediate way for bartenders to identify fans.<\/li>\n\n\n\n<li><strong>Fan selection and order creation should be two distinct steps<\/strong> to reduce cognitive load.<\/li>\n\n\n\n<li><strong>Tipping must be part of the main task flow<\/strong>, and once a tip is added, fans shouldn\u2019t be able to edit the order.<\/li>\n\n\n\n<li>The <strong>technology stack must address existing instability issues<\/strong> \u2014 such as integration glitches, the high number of \u201cunknown fans,\u201d and the lack of access to purchase history for staff.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">User flows &amp; initial structure<\/h3>\n\n\n\n<p>I began by diagramming the new user flows \u2014 not thinking in \u201cscreens,\u201d but in the <strong>sequence of actions<\/strong> (and their required order) needed to complete a bar sale using the POS. This step was essential for understanding the logic behind the experience before shaping any UI.<\/p>\n\n\n\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column proto-container has-global-padding is-layout-constrained wp-block-column-is-layout-constrained\" style=\"flex-basis:100%\">\n<iframe loading=\"lazy\" style=\"border: 1px solid rgba(0, 0, 0, 0.1);\" width=\"100%\" height=\"450\" src=\"https:\/\/embed.figma.com\/board\/VZUGquAiNZxXg1G8iyX7Ar\/Flow?node-id=0-1&#038;embed-host=share\" allowfullscreen><\/iframe>\n\n\n\n<p class=\"has-text-align-center has-small-font-size\"><em>This user flow summarizes the main interactions in a bar scenario<\/em><\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Wireframing different approaches<\/h3>\n\n\n\n<p>Then I moved into wireframing. My first instinct was to structure the POS in a <strong>strictly linear<\/strong> way, reflecting the step-by-step process we wanted.<br>However, bartending is not linear. 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spectra-image-gallery__media-thumbnail-caption-wrapper--overlay\"><\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class='spectra-image-gallery__control-lightbox' tabindex='0'>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"swiper spectra-image-gallery__control-lightbox--main\" dir=\"\">\n\t\t\t\t\t<div class=\"swiper-wrapper\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<div class=\"swiper-slide\">\n\t\t\t\t\t\t\t\t<img class=\"swiper-lazy\" data-src=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/11\/area-view.jpg\" alt=\"\"\/>\n\t\t\t\t\t\t\t\t<div class=\"swiper-lazy-preloader swiper-lazy-preloader-white\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<div class=\"swiper-slide\">\n\t\t\t\t\t\t\t\t<img class=\"swiper-lazy\" data-src=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/11\/summary-tip.jpg\" 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data-src=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/11\/order.jpg\" alt=\"\"\/>\n\t\t\t\t\t\t\t\t<div class=\"swiper-lazy-preloader swiper-lazy-preloader-white\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<div class=\"swiper-slide\">\n\t\t\t\t\t\t\t\t<img class=\"swiper-lazy\" data-src=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/11\/fan-sidepanel.jpg\" alt=\"\"\/>\n\t\t\t\t\t\t\t\t<div class=\"swiper-lazy-preloader swiper-lazy-preloader-white\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<div class=\"swiper-slide\">\n\t\t\t\t\t\t\t\t<img class=\"swiper-lazy\" data-src=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/11\/list-view.jpg\" alt=\"\"\/>\n\t\t\t\t\t\t\t\t<div class=\"swiper-lazy-preloader swiper-lazy-preloader-white\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<div class=\"swiper-slide\">\n\t\t\t\t\t\t\t\t<img class=\"swiper-lazy\" data-src=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/11\/fan-order.jpg\" alt=\"\"\/>\n\t\t\t\t\t\t\t\t<div class=\"swiper-lazy-preloader swiper-lazy-preloader-white\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"swiper-button-next\"><\/div>\n\t\t\t\t\t<div class=\"swiper-button-prev\"><\/div>\n\t\t\t\t<\/div>\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<button class='spectra-image-gallery__control-lightbox--close' aria-label=\"Close\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<svg xmlns=\"https:\/\/www.w3.org\/2000\/svg\" viewBox= \"0 0 320 512\"><path d=\"M310.6 361.4c12.5 12.5 12.5 32.75 0 45.25C304.4 412.9 296.2 416 288 416s-16.38-3.125-22.62-9.375L160 301.3L54.63 406.6C48.38 412.9 40.19 416 32 416S15.63 412.9 9.375 406.6c-12.5-12.5-12.5-32.75 0-45.25l105.4-105.4L9.375 150.6c-12.5-12.5-12.5-32.75 0-45.25s32.75-12.5 45.25 0L160 210.8l105.4-105.4c12.5-12.5 32.75-12.5 45.25 0s12.5 32.75 0 45.25l-105.4 105.4L310.6 361.4z\"><\/path><\/svg>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/button>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\n\n\n<p class=\"has-text-align-center has-small-font-size\"><em>Early explorations<\/em><\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Fan identification concepts<\/h3>\n\n\n\n<p>For the fan selection step, I explored two approaches:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Enhanced List View<\/strong><strong><br><\/strong>An improved version of the existing list-based model, with better information hierarchy, cleaner navigation, and more screen real estate.<br><\/li>\n\n\n\n<li><strong>\u201cArea View\u201d (Spatial Mapping)<\/strong><strong><br><\/strong>A top-down view that mirrors what bartenders see in real life \u2014 made possible after validating with the camera tech team that this representation was technically feasible.<\/li>\n<\/ol>\n\n\n\n<p>These two approaches represented different modes: one focused on fan information, the other on physical space. User testing later showed that each had strengths depending on the type of event.<\/p>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Tipping &amp; checkout<\/h3>\n\n\n\n<p>For tipping and checkout, I worked on a dedicated <strong>\u201chandoff screen\u201d<\/strong> that locked the interface into a fan-facing view that communicated the customer to return the device. This prevented users from navigating elsewhere and ensured that once a tip was added, the order remained secure.<\/p>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Edge cases<\/h3>\n\n\n\n<p>I also designed wireflows to cover the most critical edge cases, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Payment failures<\/li>\n\n\n\n<li>Unverified accounts<\/li>\n\n\n\n<li>Tracking or identification errors<\/li>\n<\/ul>\n\n\n\n<p>These were frequent occurrences in the previous system, so designing for them was essential.<\/p>\n\n\n\n<p>While I was responsible for designing the new solution, I worked within a larger design team that tackled multiple initiatives in parallel. Our <strong>collaborative design reviews<\/strong> played a key role in refining the flows, challenging assumptions, and improving the final direction.<\/p>\n\n\n\n<div style=\"height:48px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Testing<\/h2>\n\n\n\n<p>Once we had strong wireframes, we still needed to answer several key questions:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Does this solution make sense in real service conditions?<\/li>\n\n\n\n<li>Area View vs. List View \u2014 which one helps bartenders the most?<\/li>\n\n\n\n<li>How do bartenders feel about identification, IoT devices, and payment methods?<\/li>\n\n\n\n<li>Do they prefer to start <strong>\u201corder first\u201d<\/strong> or <strong>\u201cfan first\u201d<\/strong>?<\/li>\n\n\n\n<li>How do they respond to the new tipping flow?<\/li>\n\n\n\n<li>Which unknown pain points are still out there?<\/li>\n<\/ul>\n\n\n\n<p>To address these questions, we planned <strong>combined user testing and interviews<\/strong>, since we needed both solution validation and qualitative insight.<\/p>\n\n\n\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column proto-container has-global-padding is-layout-constrained wp-block-column-is-layout-constrained\" style=\"flex-basis:100%\">\n<iframe loading=\"lazy\" style=\"border: 1px solid rgba(0, 0, 0, 0.1); margin: auto;\" width=\"100%\" height=\"450\" src=\"https:\/\/embed.figma.com\/proto\/mzFekRv0EIejCipOdm8khu\/LAC-CS-own?page-id=0%3A1&#038;node-id=1-5136&#038;viewport=177%2C51%2C0.06&#038;scaling=scale-down&#038;content-scaling=fixed&#038;starting-point-node-id=1%3A5540&#038;embed-host=share\" allowfullscreen><\/iframe>\n\n\n\n<p class=\"has-text-align-center has-small-font-size\"><em>An interactive prototype of the main flow tested<\/em><\/p>\n<\/div>\n<\/div>\n\n\n\n<p>Three colleagues and I traveled to Los Angeles to carry out an ambitious research plan that also included other products and user groups. For the POS specifically, we ran sessions with <strong>9 bartenders<\/strong> (ages 20\u201350s, with mixed levels of experience). Each session lasted <strong>two hours<\/strong> and included:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>7 task flows<\/strong><\/li>\n\n\n\n<li><strong>Realistic ordering simulations<\/strong><\/li>\n\n\n\n<li><strong>Deep-dive questions<\/strong><\/li>\n<\/ul>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group alignwide has-global-padding is-layout-constrained wp-container-core-group-is-layout-013124cb wp-block-group-is-layout-constrained\" style=\"padding-right:var(--wp--preset--spacing--10);padding-left:var(--wp--preset--spacing--10)\">\t\t\t\t\t<div\n\t\t\t\t\t\tclass=\"wp-block-uagb-image-gallery uagb-block-eb81f8bd     \"\n\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"spectra-image-gallery spectra-image-gallery__layout--grid spectra-image-gallery__layout--grid-col-3 spectra-image-gallery__layout--grid-col-tab-3 spectra-image-gallery__layout--grid-col-mob-2\">\n\t\t\t\t\t\t\t\t\t\t\t<div class='spectra-image-gallery__media-wrapper' data-spectra-gallery-image-id='208' tabindex=\"0\">\n\t\t\t\t\t\t\t<div class=\"spectra-image-gallery__media spectra-image-gallery__media--grid\">\n\t\t\t\t<picture>\n\t\t\t\t\t<source media=\"(min-width: 1024px)\" srcset=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/4fcdb162-f341-49d5-a5a2-257a16afc8e2-1024x839.jpg\">\n\t\t\t\t\t<source media=\"(min-width: 768px)\" srcset=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/4fcdb162-f341-49d5-a5a2-257a16afc8e2-1024x839.jpg\">\n\t\t\t\t\t<img decoding=\"async\" class=\"spectra-image-gallery__media-thumbnail spectra-image-gallery__media-thumbnail--grid\" src=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/4fcdb162-f341-49d5-a5a2-257a16afc8e2-300x246.jpg\" alt=\"\" loading=\"lazy\" \/>\n\t\t\t\t<\/picture>\n\t\t\t\t<div class=\"spectra-image-gallery__media-thumbnail-blurrer\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"spectra-image-gallery__media-thumbnail-caption-wrapper spectra-image-gallery__media-thumbnail-caption-wrapper--overlay\"><\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class='spectra-image-gallery__media-wrapper' data-spectra-gallery-image-id='209' tabindex=\"0\">\n\t\t\t\t\t\t\t<div class=\"spectra-image-gallery__media spectra-image-gallery__media--grid\">\n\t\t\t\t<picture>\n\t\t\t\t\t<source media=\"(min-width: 1024px)\" srcset=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/PHOTO-2025-07-09-18-30-25-2-1024x576.jpg\">\n\t\t\t\t\t<source media=\"(min-width: 768px)\" srcset=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/PHOTO-2025-07-09-18-30-25-2-1024x576.jpg\">\n\t\t\t\t\t<img decoding=\"async\" class=\"spectra-image-gallery__media-thumbnail spectra-image-gallery__media-thumbnail--grid\" src=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/PHOTO-2025-07-09-18-30-25-2-300x169.jpg\" alt=\"\" loading=\"lazy\" \/>\n\t\t\t\t<\/picture>\n\t\t\t\t<div class=\"spectra-image-gallery__media-thumbnail-blurrer\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"spectra-image-gallery__media-thumbnail-caption-wrapper spectra-image-gallery__media-thumbnail-caption-wrapper--overlay\"><\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class='spectra-image-gallery__media-wrapper' data-spectra-gallery-image-id='210' tabindex=\"0\">\n\t\t\t\t\t\t\t<div class=\"spectra-image-gallery__media spectra-image-gallery__media--grid\">\n\t\t\t\t<picture>\n\t\t\t\t\t<source media=\"(min-width: 1024px)\" srcset=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/testing-1-1024x624.jpg\">\n\t\t\t\t\t<source media=\"(min-width: 768px)\" srcset=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/testing-1-1024x624.jpg\">\n\t\t\t\t\t<img decoding=\"async\" class=\"spectra-image-gallery__media-thumbnail spectra-image-gallery__media-thumbnail--grid\" src=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/testing-1-300x183.jpg\" alt=\"\" loading=\"lazy\" \/>\n\t\t\t\t<\/picture>\n\t\t\t\t<div class=\"spectra-image-gallery__media-thumbnail-blurrer\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"spectra-image-gallery__media-thumbnail-caption-wrapper spectra-image-gallery__media-thumbnail-caption-wrapper--overlay\"><\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<div class='spectra-image-gallery__control-lightbox' tabindex='0'>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"swiper spectra-image-gallery__control-lightbox--main\" dir=\"\">\n\t\t\t\t\t<div class=\"swiper-wrapper\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<div class=\"swiper-slide\">\n\t\t\t\t\t\t\t\t<img class=\"swiper-lazy\" data-src=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/4fcdb162-f341-49d5-a5a2-257a16afc8e2.jpg\" alt=\"\"\/>\n\t\t\t\t\t\t\t\t<div class=\"swiper-lazy-preloader swiper-lazy-preloader-white\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<div class=\"swiper-slide\">\n\t\t\t\t\t\t\t\t<img class=\"swiper-lazy\" data-src=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/PHOTO-2025-07-09-18-30-25-2.jpg\" alt=\"\"\/>\n\t\t\t\t\t\t\t\t<div class=\"swiper-lazy-preloader swiper-lazy-preloader-white\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<div class=\"swiper-slide\">\n\t\t\t\t\t\t\t\t<img class=\"swiper-lazy\" data-src=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/testing-1.jpg\" alt=\"\"\/>\n\t\t\t\t\t\t\t\t<div class=\"swiper-lazy-preloader swiper-lazy-preloader-white\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"swiper-button-next\"><\/div>\n\t\t\t\t\t<div class=\"swiper-button-prev\"><\/div>\n\t\t\t\t<\/div>\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<button class='spectra-image-gallery__control-lightbox--close' aria-label=\"Close\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<svg xmlns=\"https:\/\/www.w3.org\/2000\/svg\" viewBox= \"0 0 320 512\"><path d=\"M310.6 361.4c12.5 12.5 12.5 32.75 0 45.25C304.4 412.9 296.2 416 288 416s-16.38-3.125-22.62-9.375L160 301.3L54.63 406.6C48.38 412.9 40.19 416 32 416S15.63 412.9 9.375 406.6c-12.5-12.5-12.5-32.75 0-45.25l105.4-105.4L9.375 150.6c-12.5-12.5-12.5-32.75 0-45.25s32.75-12.5 45.25 0L160 210.8l105.4-105.4c12.5-12.5 32.75-12.5 45.25 0s12.5 32.75 0 45.25l-105.4 105.4L310.6 361.4z\"><\/path><\/svg>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/button>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\n\n<p>Sessions were conducted in one of the venue\u2019s bar areas to replicate real conditions as closely as possible. I moderated some sessions and observed others.<\/p>\n\n\n\n<div style=\"height:48px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">What We Learned<\/h2>\n\n\n\n<p>Surprisingly, all users successfully completed the tasks we proposed to them, with a couple of minor exceptions, and the prototype was well received by most of them. I always like to think that a user test is a success if the prototype is a failure. But this wasn\u2019t the case. Thanks to months of previous observation, most of our assumptions were right.<\/p>\n\n\n\n<p>Some key insights from user testing:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Flexibility matters.<\/strong> Bartenders often start with the order before selecting a fan \u2014 especially when it\u2019s busy, but that\u2019s not always the case.<\/li>\n\n\n\n<li><strong>Area View works best for concerts<\/strong> (high fan turnover), while <strong>List View works better for games<\/strong> (regulars).<\/li>\n\n\n\n<li><strong>Fan status needed clearer states<\/strong> (identified, unknown, missing payment method, etc.).<\/li>\n\n\n\n<li><strong>Inventory navigation required improvements<\/strong>, although these happened in the embedded system created by another vendor.<\/li>\n\n\n\n<li><strong>Trust in IoT devices was low<\/strong>, specially when having to collect payment methods with them.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:48px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Iterating and defining<\/h2>\n\n\n\n<p>Back home from LA, I iterated the prototypes addressing the insights to do some adjustments. But as I said, most of what was tested performed well. I also moved into high-fidelity mockups, built new components, and reused existing design system elements whenever possible.<\/p>\n\n\n\n<p>Being a work tool, the Staff app look and feel does not prioritize beauty or aesthetics in the UI, but rather instant comprehension and utility.<\/p>\n\n\n\n<div style=\"height:48px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group alignwide has-global-padding is-layout-constrained wp-container-core-group-is-layout-b4f36c6b wp-block-group-is-layout-constrained\">\n<figure class=\"wp-block-image alignwide size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"715\" src=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/Select-fan-3-1024x715.jpg\" alt=\"\" class=\"wp-image-239\" srcset=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/Select-fan-3-1024x715.jpg 1024w, https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/Select-fan-3-300x210.jpg 300w, https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/Select-fan-3-768x536.jpg 768w, https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/Select-fan-3-1536x1073.jpg 1536w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image alignwide size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"591\" src=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/fanstatuses-1024x591.jpg\" alt=\"\" class=\"wp-image-238\" srcset=\"https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/fanstatuses-1024x591.jpg 1024w, https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/fanstatuses-300x173.jpg 300w, https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/fanstatuses-768x443.jpg 768w, https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/fanstatuses-1536x886.jpg 1536w, https:\/\/nachokaiser.com\/wp-content\/uploads\/2025\/10\/fanstatuses.jpg 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n\n\n\n<p>I collaborated closely with PMs to write user stories and led functional walkthroughs with devs after each flow was validated by the tech team and the client.<\/p>\n\n\n\n<div style=\"height:48px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Outcomes &amp; Lessons<\/h2>\n\n\n\n<p>At the time of writing, the redesigned POS is still under development. The new experience is expected to have a meaningful impact on both <strong>bartenders and fans<\/strong> by having addressed the most critical pain points.<\/p>\n\n\n\n<p>For bartenders, the redesigned flow aims to reduce cognitive load and better support the fast-paced nature of bar environments. Clearer fan identification, more stable flows, and an improved tips experience are expected to help bartenders focus on serving fans efficiently and delivering great customer service.<\/p>\n\n\n\n<p>For fans, the new POS is designed to restore consistency across the venue experience. Ordering a drink should feel just as seamless as grabbing a snack \u2014 reinforcing the promise of a truly frictionless smart venue.<\/p>\n\n\n\n<p>Some lessons learned:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Combining user testing with interviews proved powerful for a specialized user group like bartenders.<\/li>\n\n\n\n<li>For complex, non-traditional systems like the one in this venue, <strong>users should be involved from day one<\/strong>. Especially workers and internal users. Their mental models and business knowledge are essential.<\/li>\n\n\n\n<li>User tests can be interrupted by observant stakeholders \u2014 staying calm, properly communicating the rules of a user testing session and respectfully reinforcing boundaries is key.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:80px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>\ud83d\udcbb Better on a laptop! This case study includes detailed visuals that are easier to explore on a larger screen. Improving How Bartenders Serve Fans in a Smart Stadium Redesigning a personalized, cashierless POS as part of a smart venue ecosystem. Overview For NDA purposes, I have omitted confidential details and the client name. From [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_uag_custom_page_level_css":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-60","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"jetpack_featured_media_url":"","uagb_featured_image_src":{"full":false,"thumbnail":false,"medium":false,"medium_large":false,"large":false,"1536x1536":false,"2048x2048":false},"uagb_author_info":{"display_name":"Nacho Kaiser","author_link":"https:\/\/nachokaiser.com\/?author=2"},"uagb_comment_info":0,"uagb_excerpt":"\ud83d\udcbb Better on a laptop! This case study includes detailed visuals that are easier to explore on a larger screen. Improving How Bartenders Serve Fans in a Smart Stadium Redesigning a personalized, cashierless POS as part of a smart venue ecosystem. Overview For NDA purposes, I have omitted confidential details and the client name. 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