2025
Toast POS
Empowering Seamless Service
Empowering Seamless Service
A scalable, intuitive design solution that transforms order management and real-time analytics for local food and beverage businesses.
A scalable, intuitive design solution that transforms order management and real-time analytics for local food and beverage businesses.
Timeframe
10 Weeks (January - March 2025)
Role
Product Designer and UX Researcher
Project
COGS 127: Data-Driven UX/Product Design
University of California, San Diego
Timeframe
10 Weeks (January - March 2025)
Role
Product Designer and UX Researcher
Project
COGS 127: Data-Driven UX/Product Design
University of California, San Diego
Overview
Overview
In today’s fast-paced food and beverage industry, every second counts.The small disruption can lead to significant revenue loss and employee stress.
I led the mobile design for Toast POS, a solution built to streamline order management, reduce reliance on error-prone manual processes, and deliver instant, actionable analytics.
Through rigorous user research, iterative prototyping, and extensive stakeholder testing, our redesigned point-of-sale system minimizes manual work, streamlines order management, and delivers instant, actionable insights for scalability. Our solution empowers frontline staff and business owners to operate with confidence and efficiency.
In today’s fast-paced food and beverage industry, every second counts.The small disruption can lead to significant revenue loss and employee stress.
I led the mobile design for Toast POS, a solution built to streamline order management, reduce reliance on error-prone manual processes, and deliver instant, actionable analytics.
Through rigorous user research, iterative prototyping, and extensive stakeholder testing, our redesigned point-of-sale system minimizes manual work, streamlines order management, and delivers instant, actionable insights for scalability. Our solution empowers frontline staff and business owners to operate with confidence and efficiency.
The Challenge
The Challenge
Local food service businesses face chronic technology failures and inefficient manual workarounds. Stakeholders reveal that unreliable POS systems, whether it’s a Square device that crashes or a system with limited automation, force staff to adopt time-consuming, error-prone manual processes like spreadsheet tracking and ad hoc communication. These challenges lead to operational inefficiencies, disrupted workflows during peak hours, and mounting anxiety over potential revenue loss.
The core challenge was clear: design a flexible, reliable, and scalable POS system that not only remedies these issues but also adapts as businesses grow.
Local food service businesses face chronic technology failures and inefficient manual workarounds. Stakeholders reveal that unreliable POS systems, whether it’s a Square device that crashes or a system with limited automation, force staff to adopt time-consuming, error-prone manual processes like spreadsheet tracking and ad hoc communication. These challenges lead to operational inefficiencies, disrupted workflows during peak hours, and mounting anxiety over potential revenue loss.
The core challenge was clear: design a flexible, reliable, and scalable POS system that not only remedies these issues but also adapts as businesses grow.
Problem Statement
Problem Statement
Local food service business owners require a reliable and flexible digital solution to manage daily operations. Frequent technological disruptions force reliance on manual processes, causing inefficiencies and heightened anxiety over potential revenue loss and employee burnout.
Local food service business owners require a reliable and flexible digital solution to manage daily operations. Frequent technological disruptions force reliance on manual processes, causing inefficiencies and heightened anxiety over potential revenue loss and employee burnout.
Background
Background
Our team set out to help local food service businesses overcome operational disruptions. We began by interviewing key stakeholders:
Our team set out to help local food service businesses overcome operational disruptions. We began by interviewing key stakeholders:
Camellia Rd Tea Bar
Camellia Rd Tea Bar
experiences frequent malfunctions with its Square POS system, forcing staff to use manual inventory tracking and ad hoc workarounds
experiences frequent malfunctions with its Square POS system, forcing staff to use manual inventory tracking and ad hoc workarounds
Mix + Matcha
Mix + Matcha
reports iPad-based POS crashes during rush hours, necessitating a switch to phone-based transactions and a robust ticketing system
reports iPad-based POS crashes during rush hours, necessitating a switch to phone-based transactions and a robust ticketing system
Gleem Energy
Gleem Energy
struggles with Shopify’s limited automation, leading to labor-intensive processes and communication delays
struggles with Shopify’s limited automation, leading to labor-intensive processes and communication delays
Friends of Friends
Friends of Friends
emphasizes challenges of managing daily tasks (e.g. equipment checks, scheduling) with outdated systems
emphasizes challenges of managing daily tasks (e.g. equipment checks, scheduling) with outdated systems
Our research combined direct stakeholder interviews and supplementary quantitative data to capture the full spectrum of challenges:
Unreliable system, unpredictable failures
Camellia Rd highlighted that “Square just stops working pretty often,” leading to prolonged downtime. Mix + Matcha echoed this frustration, noting that their iPad-based POS often crashes during peak hours so they have to rely on slower, phone-based transactions.
Dependence on manual processes
Both Camellia Rd and Gleem Energy reported that frequent system failures force them to rely on error-prone manual solutions. Camellia Rd uses Google Sheets for inventory tracking, while Gleem Energy relies on manual text messages to coordinate orders.
Need for integrated digital system
Friends of Friends explained that managing daily tasks with physical tools (e.g. whiteboards and paper task lists) is a hassle. Mix + Matcha suggested an intuitive ticketing system that could facilitate order transfers between devices.
Adapting as business grows
Gleem Energy emphasized the need for a system that scales with growing demands. Mix + Matcha reinforced this by calling for automated, integrated features.
Our research combined direct stakeholder interviews and supplementary quantitative data to capture the full spectrum of challenges:
Unreliable system, unpredictable failures
Camellia Rd highlighted that “Square just stops working pretty often,” leading to prolonged downtime. Mix + Matcha echoed this frustration, noting that their iPad-based POS often crashes during peak hours so they have to rely on slower, phone-based transactions.
Dependence on manual processes
Both Camellia Rd and Gleem Energy reported that frequent system failures force them to rely on error-prone manual solutions. Camellia Rd uses Google Sheets for inventory tracking, while Gleem Energy relies on manual text messages to coordinate orders.
Need for integrated digital system
Friends of Friends explained that managing daily tasks with physical tools (e.g. whiteboards and paper task lists) is a hassle. Mix + Matcha suggested an intuitive ticketing system that could facilitate order transfers between devices.
Adapting as business grows
Gleem Energy emphasized the need for a system that scales with growing demands. Mix + Matcha reinforced this by calling for automated, integrated features.
82%
82%
Reported POS issues within the last two weeks
Reported POS issues within the last two weeks
77%
77%
Reported need for better order organization
Reported need for better order organization
3/4
3/4
Only take contactless payments
Only take contactless payments
As the mobile lead, I translated these insights into an experience that resolves technical shortcomings and integrates into the daily workflow of busy food service operations.
As the mobile lead, I translated these insights into an experience that resolves technical shortcomings and integrates into the daily workflow of busy food service operations.
Personas
Personas
Competitive Audit
Competitive Audit
We analyzed four major POS solutions to benchmark industry standards. While each platform offers centralized services, they often fall short in delivering flexibility and ease of use.
Our competitive analysis identified strengths, weaknesses, and areas for innovation:
We analyzed four major POS solutions to benchmark industry standards. While each platform offers centralized services, they often fall short in delivering flexibility and ease of use.
Our competitive analysis identified strengths, weaknesses, and areas for innovation:
Feature Comparison Chart
Feature Comparison Chart
Our redesign builds on Toast’s restaurant-focused strengths to streamline operations for owners and staff. We enhanced order management and real-time analytics while streamlining onboarding, navigation, and the overall user flow to create a more intuitive experience.
Our redesign builds on Toast’s restaurant-focused strengths to streamline operations for owners and staff. We enhanced order management and real-time analytics while streamlining onboarding, navigation, and the overall user flow to create a more intuitive experience.
Design Process & Iterations
Design Process & Iterations
Low-Fidelity Prototyping
Based on our research, we mapped out two primary user flows:
Customer Ordering Flow: A streamlined journey where users can effortlessly browse a menu, customize their orders via a pop-up interface, and review a dynamic order summary.
Business Management Flow: An interface aimed at employees for managing orders, which initially relied on a “Sort by” button and extensive scrolling.
Early low-fidelity prototypes and heuristic evaluations revealed significant pain points, such as scrolling fatigue and information overload, which led us to use a tab-based categorization system.
Low-Fidelity Prototyping
Based on our research, we mapped out two primary user flows:
Customer Ordering Flow: A streamlined journey where users can effortlessly browse a menu, customize their orders via a pop-up interface, and review a dynamic order summary.
Business Management Flow: An interface aimed at employees for managing orders, which initially relied on a “Sort by” button and extensive scrolling.
Early low-fidelity prototypes and heuristic evaluations revealed significant pain points, such as scrolling fatigue and information overload, which led us to use a tab-based categorization system.
User Testing
User testing with stakeholders provided actionable feedback that we applied to iterations:
Enhanced Navigation
Replacing the generic “Sort by” button with distinct tabs (“All,” “Active,” and “Closed”) dramatically reduced scrolling and made order status immediately clearVisual and Functional Clarity
A prominent “New Order” button was added for quick manual entry
The initial receipt-like tab edges were scrapped in favor of a cleaner, mobile-friendly design that aligns with Toast’s branding
Timestamps and consistent color schemes improved clarity and reduced cognitive load
User Testing
User testing with stakeholders provided actionable feedback that we applied to iterations:
Enhanced Navigation
Replacing the generic “Sort by” button with distinct tabs (“All,” “Active,” and “Closed”) dramatically reduced scrolling and made order status immediately clearVisual and Functional Clarity
A prominent “New Order” button was added for quick manual entry
The initial receipt-like tab edges were scrapped in favor of a cleaner, mobile-friendly design that aligns with Toast’s branding
Timestamps and consistent color schemes improved clarity and reduced cognitive load
High-Fidelity Prototyping
High-Fidelity Prototyping
Handheld POS Prototype
I simulated a waiter's experience using a handheld Toast POS device:
Order Management
The interface displays recent orders in a vertical scroll. Tapping an order number reveals a detailed bill overview.Payment Flow
After reviewing the bill, employees can proceed to payment where customers can input a custom tip and select from multiple payment options (Apple Pay, Visa, Mastercard).User Benefit
This design enables faster order handling, reducing time pressure and cognitive load during busy service periods.
Handheld POS Prototype
I simulated a waiter's experience using a handheld Toast POS device:
Order Management
The interface displays recent orders in a vertical scroll. Tapping an order number reveals a detailed bill overview.Payment Flow
After reviewing the bill, employees can proceed to payment where customers can input a custom tip and select from multiple payment options (Apple Pay, Visa, Mastercard).User Benefit
This design enables faster order handling, reducing time pressure and cognitive load during busy service periods.
Tablet Prototype
Tablet Prototype
For the business management view on a tablet, we introduced:
Tab Functionality
Users can add or delete tabs for different order categories (e.g., current orders vs. past bills).Analytics Integration
A dedicated analytics screen displays financial graphs, revenue trends, and performance metrics, empowering business owners to make informed decisions in real time.Improved Search
A filtering search bar allows staff to quickly locate specific orders based on order number, customer name, or table.User Benefit
The tablet interface provides a macro view of operations, reducing the risk of errors and improving overall efficiency.
For the business management view on a tablet, we introduced:
Tab Functionality
Users can add or delete tabs for different order categories (e.g., current orders vs. past bills).Analytics Integration
A dedicated analytics screen displays financial graphs, revenue trends, and performance metrics, empowering business owners to make informed decisions in real time.Improved Search
A filtering search bar allows staff to quickly locate specific orders based on order number, customer name, or table.User Benefit
The tablet interface provides a macro view of operations, reducing the risk of errors and improving overall efficiency.
Transforming
Transforming
Final Solution
Final Solution
The redesigned Toast POS delivers:
The redesigned Toast POS delivers:
Operational Efficiency
An intuitive interface that minimizes manual tasks, enabling staff to process orders swiftly even under heavy workload.
Real-Time Analytics
Integrated financial graphs and performance metrics on a dedicated analytics page empower business owners to make informed decisions on the fly.
Scalability
A flexible, user-controlled design that adapts as businesses grow, ensuring long-term reliability and continuous improvement.
Operational Efficiency
An intuitive interface that minimizes manual tasks, enabling staff to process orders swiftly even under heavy workload.
Real-Time Analytics
Integrated financial graphs and performance metrics on a dedicated analytics page empower business owners to make informed decisions on the fly.
Scalability
A flexible, user-controlled design that adapts as businesses grow, ensuring long-term reliability and continuous improvement.
Reflection
Reflection
This project reaffirmed the importance of an iterative design process. By continuously integrating stakeholder feedback and refining our prototypes, I learned to balance creative design with practical functionality.
All in all, this case study demonstrates how thoughtful research, agile design, and a relentless focus on user needs can transform a challenging problem into a scalable, real-world solution.
This project reaffirmed the importance of an iterative design process. By continuously integrating stakeholder feedback and refining our prototypes, I learned to balance creative design with practical functionality.
All in all, this case study demonstrates how thoughtful research, agile design, and a relentless focus on user needs can transform a challenging problem into a scalable, real-world solution.
