결제 편의성 강화를 위한 사용자 중심의 키오스크 UX/UI 디자인 연구 -서브웨이 샌드위치를 중심으로-

초록

This study proposes a user-centred design approach to enhance the convenience of kiosk payment using Subway sandwiches as an example. By separating the ordering UX flow of first-time buyers and repeat buyers, we aimed to solve the problems encountered during the ordering process and improve the overall user experience (UX). The research revealed that first-time buyers have difficulty navigating the menu and operating the kiosk, which can lead to a negative initial experience, while repeat buyers feel inefficient during the repetitive ordering process and data entry. To address this, we suggested that first-time buyers place their orders in-person with the help of a staff member and receive a membership barcode that stores their order and payment information. Using the information stored in the barcode, a streamlined interface was designed for repeat buyers to complete orders easily and quickly. By applying the principles of User-Centred Design (UCD), this study provides practical and actionable design solutions to improve the efficiency of kiosk systems and increase customer satisfaction and brand loyalty. The results of this study, which focuses on Subway, can be applied to other franchised restaurants and contribute to improving the digital service experience.

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