Once upon a time at a conference, a guy wanted a coffee and didn’t want to lose his seat. This has happened to all of us. We want something at a conference, a concert, an event that if we leave our spot, we will lose our place.
OrderVIP was conceived around the idea of event goers want to experience the event; not worry about the minutia of finding a coffee, sandwich, beer, or a snack. They want to find their spot and stick to it because, hey, they got their first and wanted to continue to keep that particular space.
The initial concept of OrderVIP was way before it had a brand or an app or anything. It was literally, old school format of paper and pencil.
Tested on an audience at a world renowned conference on a whim. That’s right! Myself and team at PopUpsters.com, a tech/event company I’m an advisor to in San Francisco, teamed up to see what this market was really worth. Not to mention the previous vendor couldn’t deliver on the concept.
We were asked by customers and advised by potential investors in the audience:
“What is this company? I want to invest!”
“Who is running this? It is amazing!”
“This is such an opportunity and undelivered market. You have to keep doing this!”
I began mind mapping the concept into who the users would be and how they would use it, respectively.
Customer Order Process:
Staff Order Process:
With these details, we were able to determine we needed not just a mobile app, but a mobile app for the customer experience and also the delivery experience.
I started exploring the User Experience side with sketches.
The delivery experience, we figured we could create at a later date based on demand. Gotta think lean.
I determined what an Event Administrator would need to have an event from the technology perspective.
Next, the necessary screens for a mobile customer experience app were started.
Customer Order Process: (we used a crown to initially represent a bit of royalty as a way of showing exclusivity)
Customer Order Process – Confirm & Processing:
Followed by the UX of an admin filling these orders on say a desktop or tablet application:
Admin Order Navigation:
Admin Ordering Notes:
I kept in mind the ability to keep track of Vendors at the event and their respective inventory.
How do I manage the Customers from an admin level?
We needed a customer list view so we could managed feedback and orders, quickly.
What if I have multiple events happening at the same time for a single company? How would I manage those events?
I decided that you would have a global interface to select the various events that you were in charge of and then drill down to the particular event and gather details and take actions.
Once on a single event, you would start with a dashboard overview of that event. Showing details for the number of orders, customers, the average wait time, and you’d have the ability to do a quick order. Along with customer feedback and response capabilities.
Next, I focused on a visual of brand and colors to represent across the applications. We were still very unstructured on how we wanted the brand represented, but at the same time, we felt it needed that level of exclusivity aforementioned.
Eventually, we found a version that represented the brand at many levels.
Next, taking the UX concepts to UI with some fun colors and enthusiasm that we had created with the logo. We also had to keep in mind that typically your loading experience while at a conference or maybe a sports venue would be less than mediocre because of mass. I designed for simplicity.
Keeping in mind that our users wanted to focus on the event they were paying hard-earned money for, and they were being distracted by ordering something. We had to be quick.
All while the ordering was happening, other orders were coming in and needed attention.
We had to create an admin solution to provide data showing the status of Vendors and their respective inventories.
At the same time, we wanted to give the Customers real-time updates on their order so they would know when that sought-after coffee or snack was arriving.
Shift Gears a bit, and we had to be thinking about the onboarding of a Customer in the sense of the “event coordinator” or “event administrator” and what their experience might be from the web.
I designed a very simple experience and flow process for an event to be created from an idea to hiring the staff to work it in a few screens.
Walk through the Customer experience for mobile (feedback and comments are welcomed):
Walk through the Admin & Onboarding experience for desktop or tablet (feedback and comments are welcomed):
An excellent case study of a real-world need and a solution. If interested in the actual design assets, functional requirements, or having the concept built out, please contact me.
This concept was never built but if anyone is interested in building, I’d be happy to share.