Image by Hamza Inayat

inclusivity in the drive thru

In response to the call for more inclusive service designs, my team and I created a Drive Thru Experience that considers the needs of everyone, but more specifically the deaf and hard of hearing community.

Timeline

Apr 2021 - May 2021 (4 weeks)

Team

Jackson Baehr, Annie Balint, Lianne Boxley, Andi Wenck

Role

UI/UX, Strategy

Tools

Figma, Photoshop

OrderScreens.png

Digital Language

Buttons

Dual Speaker

Scrolling Text Translations

Sign Language

AI Video Software

The Problem:

There's a sound barrier.

Screen Shot 2021-05-10 at 6.18.10 PM.png

The drive thru ordering system is done through an intercom ... so if you are deaf or hard of hearing, getting your order can be a challenge.

Screen Shot 2021-05-10 at 6.18.10 PM.png

44%

of off-premise orders across the restaurant industry came from the drive-thru lane in 2020

woman-showing-i-love-you-gesture-sign-la

Meet Carla.

Born deaf to a hearing family, Carla didn't learn ASL until she was a senior in high school. Now she considers ASL her first language and even teaches high school ASL classes.

When she's not working with her students, she loves going on nature walks and "listening" to music.

Understanding her struggles.

Carla wants to feel included, and relies on visual cues & information to do so. However, when these fail, she gets frustrated by misunderstandings and confusion.

Talking with non-deaf.

Flustered

Content

Anxious

Calm

Confused

Understanding

Withdrawn

Connected

Carla's Drive Thru Journey.png

So, how can we create a universal experience that's welcoming for everyone?

We need to consider:

  • How to better visualize the experience

  • How to keep the drive thru fast & simple

  • How to eliminate anxiety on both ends

The Solution:

OrderMockup2.jpg

User Testing

We tested it out & achieved our goal. We created something that...

  • Feels inclusive

 

  • Ensures order accuracy

  • Removes barriers

  • Creates a fluid process

A universal drive thru system that's easily replicable for any restaurant

Screen Shot 2021-05-10 at 6.13.45 PM.png

Want to learn more about inclusivity for the deaf / hard of hearing community?

Watch this POV video to see what a typical day out might look like for someone who is deaf / hard of hearing

Directed/Produced by: Erin Philips

ASK

Improve an existing service design by meeting an under-addressed need.

CHALLENGE

Drive-thrus are designed to simplify ordering, but they aren't made to be accessed by all.

OPPORTUNITY

Starbucks has a highly customizable menu + are dedicated to making their coffeehouse experience available to everyone.