0→1: Intuitive KDS for seamless order management
2023
BOXS Kitchen Display System
2023
⏱ 3 min
Disclaimer: Due to confidentiality agreements and this being a commercial product, certain details, features, and designs have been omitted or modified in this case study. What is shown here represents only a high-level overview of the public-facing aspects of the project.
Overview
Designed a reliable, affordable Kitchen Display System (KDS) that digitally organizes and displays incoming orders for restaurant kitchen staff, replacing traditional paper tickets and streamlining operations.
Challenge
As the UI/UX designer, I tackled the complex challenge of creating an interface for chaotic kitchen environments. The system needed to be instantly comprehensible amid noise and pressure, while handling the complexity of Hong Kong restaurants with hundreds of dishes and thousands of customization options. Critical requirements included minimizing interactions, providing clear visual status indicators, and communicating detailed modifications on space-constrained screens.
Process
- Analyzed comprehensive on-site research and feedback collected by field teams
- Synthesized insights about environmental constraints and user needs from multiple restaurant settings
- Developed a gesture-based interaction system requiring minimal screen contact
- Created a visual language using color, shape, and position to convey critical information without text
- Refined designs based on stakeholder feedback and kitchen staff input
Uncovering Unexpected Use Cases: From Assumptions to Real-World Solutions
During the design of the BOXS KDS for restaurants across Asia, I uncovered several unexpected use cases through direct user research that fundamentally shifted the project's direction.
Initially, our KDS was shaped by secondary research and internal requirements—prioritizing order display, customization, and completion. However, once the beta prototype reached real kitchens, feedback from staff revealed critical needs beyond our original scope. For example, cooks needed to pin priority orders, quickly access the newest tickets, and relay ingredient shortages in real time to both owners and diners. I also discovered nuanced workflows around set meals, pre-made dishes (like dim sum), and varying requirements for different kitchen stations.
These insights only surfaced through hands-on observation and conversations with kitchen teams. To address the gaps, I:
- Synthesized feedback from field teams and kitchen staff to map actual end-to-end workflows.
- Rapidly iterated on the design, introducing features like one-tap priority pinning, dynamic order views, inventory alerts, and station-specific dashboards.
- Redesigned the interface with gesture-based interactions and color-coded indicators to reduce errors and cognitive load in high-pressure environments.
- Regularly demoed prototypes to stakeholders and kitchen users, ensuring every solution fit their real-world routines.
Solution
Created a highly intuitive KDS optimized for high-pressure environments:
- One-click order completion with incoming order sound confirmation
- Color-coded time indicators showing orders approaching critical wait times
- Inventory alerts integrated directly into order cards
- Customization shorthand system using icons and minimal text for modifications
- Station-specific views with consistent global status indicators
- Emergency mode for high-volume periods with simplified interface
Impact
At BOXS, I designed, shipped, and iterated on scalable SaaS and e-commerce UI/UX solutions, serving over 1,100 B2B restaurant and retail clients. Our work contributed to 2× sales growth and 50% reduction in operational costs for our clients.
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