To understand the behaviors, needs, and pain points of users interacting with a self-service food ordering kiosk in a high-traffic tourist destination. This will inform the design, placement, and features of the kiosk to ensure accessibility, usability, and satisfaction. 

1. Identify who the primary and secondary users are (e.g., tourists, staff, families, people with disabilities).
   
   

2. Understand users' expectations and attitudes toward self-service technology in a tourist environment.
   
   

3. Discover environmental or cultural factors that may affect usage (e.g., noise, signage, language barriers).
   
   

4. Gather input on preferred interface types, payment methods, and accessibility features.
   
   

5. Pinpoint challenges with existing food service setups (queues, confusion, time spent ordering).

1. Contextual Inquiry (recommended by 18F)

• Purpose: Observe and interview users in their natural environment while they interact with current food service setups.
  
  

• Method:
  
  

  • Select varied observation points across different times/days (e.g., weekdays, weekends, peak hours).
    
    

  • Pair observations with short interviews during or after the experience.
    
    

  • Focus on identifying workarounds, moments of confusion, or breakdowns in current ordering processes.
    
    

2. Intercept Interviews (18F-endorsed quick field method)

• Purpose: Capture fresh, in-the-moment user impressions.
  
  

• Method:
  
  

  • Engage tourists immediately after they use existing food vendors or automated kiosks (if any).
    
    

  • Use a semi-structured script focused on expectations, convenience, language use, and accessibility.
    
    

  • Offer brief incentives like coupons for participation.
    
    

3. Usability Testing with Low-Fidelity Prototypes

• Purpose: Evaluate user reactions and interaction with early kiosk design concepts.
  
  

• Method:
  
  

  • Develop paper or digital wireframes showing the kiosk interface and flow.
    
    

  • Conduct 15-minute tests with diverse users (different ages, languages, tech familiarity).
    
    

  • Ask users to “think aloud” while completing key tasks (e.g., ordering food, customizing items).
    
    

4. Diary Studies (Optional Extension)

• Purpose: Explore how repeat visitors (e.g., season pass holders or staff) perceive the food experience over time.
  
  

• Method:
  
  

  • Provide participants with a simple digital or physical diary to log food ordering experiences over a week.
    
    

  • Collect insights about patterns, preferences, and frustrations.

• Recruit 30–50 participants representing:
  
  

  • Domestic and international tourists
    
    

  • Elderly users
    
    

  • Families with children
    
    

  • Non-native English speakers
    
    

  • Individuals with disabilities
    
    

  • Staff (for B2B-style feedback)
    
    

Use signage, staff referrals, and online interest forms linked via QR codes** at entrances to gather participants.

**Use large format, framed QR codes that are not easily tampered with to avoid malicious swapping

Activity

Phase 1

Plan logistics, recruit participants, develop prototype materials

Phase 2

Conduct contextual inquiries + intercept interviews

Phase 3

Conduct usability testing and refine prototypes

Phase 4

Analyze data, synthesize findings, develop recommendations

Personas & User Journey Maps reflecting key visitor types and their interactions.

Findings Report detailing pain points, user behaviors, and interface/design recommendations.

Design Principles tailored to tourist environments (e.g., intuitive, multilingual, accessible).

Presentation to Stakeholders with visual highlights and UX design implications.

• Obtain informed consent and respect privacy.
  
  

• Be sensitive to cultural differences in technology use.
  
  

• Ensure inclusive representation (avoid over-reliance on tech-savvy or English-speaking tourists).
  
  

• Factor in power dynamics between staff and tourists in shared spaces.