The Challenge

Ordering food in restaurants seems simple — until barriers appear.

During early discovery, I identified a critical gap: many users struggle to order independently due to accessibility limitations, language barriers, and complex ordering systems. These issues create frustration, increase dependency on staff, and slow down the dining experience.

The vision

Create a fully accessible, simple, and intuitive mobile ordering experience that:

• Removes communication barriers

• Supports accessibility needs from the start

• Reduces waiting time and friction

• Enables independent ordering and payment

• Works for all ages, abilities, and tech levels

The opportunity was clear:

How might I design an inclusive ordering experience that allows any user — regardless of ability, language, or tech confidence — to order and pay independently, quickly, and confidently?

Research Approach

For my research I conducted 4 in-depth user interviews using open-ended questions to uncover real frustrations and behaviours when ordering at restaurants.

Insight

Results matched my assumptions - Users are willing and often prefer — to use mobile ordering only if it is simple, fast, and accessible.

Pain Points

Personas

John - Visually Impaired

Needs a smooth, fast ordering flow including table booking feature that is compatible with screen readers to remain independent.

Elena - Non-Native & Low Tech Confidence

Needs a simple, clearly structured app with translation and visual guidance.

User journey maps

Market research

Following user research, I conducted a competitive audit, on four different restaurants, to identify systemic gaps preventing users from ordering independently — particularly those with accessibility needs or language barriers.

Evaluation criteria included:

• Table-side ordering & payment

• Accessibility (screen reader optimisation, alt text)

• Language flexibility

• Reservation management

• Simplicity of checkout

Key Insights

1. While some competitors offer strong functionality (e.g.Wetherspoon’s in-app ordering) and others excel in brand experience (e.g.TGI Fridays), none fully integrate:

   • Reservation, ordering, and payment into a unified flow

   • Accessibility-first design as a visible priority

   • Audio-enabled support beyond default device tools

   • Prominent language-switching functionality

2. Most platforms optimise for efficiency or marketing appeal — but not inclusive independence.

3. Accessibility is treated as secondary rather than foundational.

How might I design an inclusive ordering experience that allows any user — regardless of ability, language, or tech confidence — to make a reservation, order and pay independently, quickly, and confidently?

Goal statement

Design a seamless, accessibility-first dining experience that enables users — regardless of ability, language, or technical confidence — to browse, order, and pay independently.

Core user problem

Busy diners need a way to independently manage seating, ordering, and payment because manual queue systems and staff-dependent processes create unnecessary delays, accessibility barriers, and frustrations.

User flow & Information architecture

Wireframes & Lo-fi Prototype

Usability Testing

To validate the accessibility and usability of the solution, I conducted moderated usability testing focused on core task completion.

5 out of 5 participants had trouble locating the payment method buttons at the top of the screen. This indicates a critical usability issue, as all users struggled with this key function.

5 out of 5 participants wanted detailed information about each dish, including weight in grams, calories, and ingredients.

3 out of 5 participants - had issues adding items to the basket. - The “Add to Basket” function is unclear to many users, which may lead to frustration or abandoned actions.

2 out of 5 participants - wanted the ability to manage their bookings, such as cancelling or modifying reservations.

2 out of 5 participants requested a calendar view to better visualize available dates and improve clarity for the users, enhancing the booking experience.

Before

After

Adding Items to Basket

To address the issue users were having with the add to basket buttons - I've redesigned the menu by introducing individual dish cards. This also addresses the issues of missing dietary information.

Reservation Page

Created a calendar view for when users selects the date as it helps visualise avaliability and help with planning as users now has access to a calendar

Designed a reservation management where users can make a new reservation, ammend or cancel an existing one - This give users a more convenient way of managin the reservation which will reduce further frustration should they need to change date or cancell.

Choosing Payment Methods

To address the issue where users were missing the different payment methids - I've lowered the payment options buttons and increase the size for better visibility

Before

After

Before

After

Hi-fi prototype

Before

After

Before

After

Before

After

Before

After

To address the issue users were having with the add to basket buttons - I've redesigned the menu by introducing individual dish cards. This also addresses the issues of missing dietary information.

To address the issue users were having with the add to basket buttons - I've redesigned the menu by introducing individual dish cards. This also addresses the issues of missing dietary information.

To address the issue users were having with the add to basket buttons - I've redesigned the menu by introducing individual dish cards. This also addresses the issues of missing dietary information.

To address the issue users were having with the add to basket buttons - I've redesigned the menu by introducing individual dish cards. This also addresses the issues of missing dietary information.

Mockup & Final Prototype

Impact

After usability validation:

• 100% task completion rate

• Users described the app as simple, intuitive, and easy to use

• All participants were able to order and pay independently

• Reduced confusion and navigation errors

• Increased confidence for non-tech-savvy users

Behavioural Outcomes

• Faster decision making (visual menu + nutrition info)

• Reduced dependency on staff

• Lower cognitive load during checkout

• Improved accessibility confidence

Key Learning

• Accessibility must be foundational, not added later

• Iteration dramatically improves usability

• Simplicity beats feature overload

• Diverse testing leads to stronger solutions

• Clear language is critical for usability

Next Steps

• Expand usability testing across broader demographics

• Further optimise for low-tech users

• Introduce smart recommendations / repeat orders

• Develop responsive web experience

• Enhance accessibility automation

Let's Connect

If you’d like to collaborate or learn more:

Email: alstcouk@gmail.com
Phone: 07714 309280
LinkedIn: linkedin.com/in/alin-stanciu

Grill & Go - Mobile app

Menu and payment app for a BBQ Restaurant

Role: Lead UX Designer, UX Researcher, Interaction & Visual Designer

Designed a unified reservation, ordering, and payment experience for a busy BBQ restaurant to reduce waiting time, improve accessibility, and streamline operations.

The Challenge

Ordering food in restaurants seems simple — until barriers appear.

During early discovery, I identified a critical gap: many users struggle to order independently due to accessibility limitations, language barriers, and complex ordering systems. These issues create frustration, increase dependency on staff, and slow down the dining experience.

The vision

Create a fully accessible, simple, and intuitive mobile ordering experience that:

• Removes communication barriers

• Supports accessibility needs from the start

• Reduces waiting time and friction

• Enables independent ordering and payment

• Works for all ages, abilities, and tech levels