Erewhon Kiosk
A research-based usability study to evaluate Erewhon’s newly developed kiosk system. Focused on user interaction, ergonomics, and task clarity, the testing provided insight into how the experience supports Erewhon’s premium service standards and aligns with the expectations of its customers.
Role
Usability Tester & Researcher
Date & Duration
2024, made in 10 weeks
Type
Group
Client
Erewhon
As luxury retail environments adopt self-service technology, the shift raises questions about how these tools integrate into curated, high-touch experiences. Erewhon, exploring its first kiosk system for their juice bar, sought to understand whether this new layer of interaction could reduce wait times while maintaining the sense of intentionality, comfort, and attentiveness central to its brand.
Problem
Solution
This usability study examined Erewhon’s emerging kiosk system through the lens of user behavior, flow efficiency, and in-store context. Rooted in observation and insight, the research supports experience decisions that balance convenience with the store’s commitment to calm, considered service.
Brand Context
Premium Retail Environment
Erewhon offers a high-end grocery experience with a focus on quality, service, and curated product selection.
The kiosk was Erewhon’s first step toward self-service, aimed at reducing wait times while maintaining a consistent in-store experience.
New Juice Bar Self-Checkout System
The kiosk needed to meet usability and accessibility standards without disrupting the store’s atmosphere or customer expectations.
Usability Expectations
Ergonomic Testing: Kiosk & Card Reader
Test usability of screen and card reader positions
Tested with 14 participants (height range: 4'11"–6'2")
Goal
Kiosk Configuration 1:
50in height, 10 degrees angle
34%
52in height, 15 degrees angle
Kiosk Configuration 2:
38%
54in height, 20 degrees angle
Kiosk Configuration 3:
28%
48in height, on the right of the screen
Card Reader Configuration 1:
33%
48in height, on the right in front of the screen
Card Reader Configuration 2:
28%
44in height, under the screen
Card Reader Configuration 3:
39%
Prototype: Usability Testing Setup
Simulated Erewhon kiosk and store environment
UX testing room staged with real interactions
Live kiosk prototype with actors playing baristas and customers
In Person
Figma prototype walkthrough via TeamViewer
Unmoderated Maze tests
Remote
Age: 28–38
Urban-based, health-conscious lifestyle
Disposable income, primarily female
Not full-time employed
BFA+ education
Tech-comfortable but design-sensitive
Participant Profile
Usability Testing
Tested with 18 participants (13 in-person, 5 remote)
Evaluate whether users can successfully navigate the kiosk to find and customize items, understand menu structure, complete checkout, use loyalty points, and confirm order readiness expectations.
Goal
Item discovery
Order customization
Menu navigation (left-to-right panel relationship)
Cart management (add/remove)
Loyalty point redemption
Checkout (member and guest)
Order readiness confirmation (SMS expectations)
Flows tested:
Results:
79/100%
Successfully found requested items.
97/100%
Successfully used the “Quick Add” feature.
62/100%
Successfully removed items from the cart.
51/100%
Successfully customized smoothies.
28/100%
Successfully added coffee modifiers.
59/100%
Successfully applied loyalty points at checkout.
55/100%
Successfully added smoothies to cart.
86/100% & 92/100%
Expected SMS notification for order readiness.
24/100%
Didn’t realize a coffee size requirement.
Insights & Solutions
Navigation Clarity
50/100%
Had difficulty understanding visual separation between subcategories.
Sticky headers
Subcategory strokes
Search bar
Solutions:
Cart management
58/100%
Expected to remove items within the same product module it was added.
Solutions:
Introduced quick-remove buttons directly in the product module
Smoothie customization
43/100%
Stated low visibility of the “customize” button.
58/100%
Solutions:
Expected to add ingredients in the “ingredients” list.
Repositioned “Customize” button
Embedded customization within the ingredients list
Coffee modifiers
Experienced difficulties finding requested coffee modifiers.
72/100%
Solutions:
Dropdown categories
Tabs
Clarified labeling
Conclusion
This project focused on evaluating the usability and ergonomics of Erewhon’s first self-service kiosk prototype.
A total of 32 participants were involved: 14 in ergonomic testing to assess screen and card reader placement, and 18 in usability testing through both remote simulations and a physical testing environment designed to replicate Erewhon’s in-store experience.
Testing spanned both moderated and unmoderated sessions, covering full customer flows from product discovery to order completion.
Scope Summary
Key Learnings
Users successfully located products and used quick-add features with ease
Key pain points included smoothie customization, cart removal, and coffee modifier clarity
Menu navigation required clearer relationships between categories and subcategories
Loyalty redemption needed improved visibility
SMS order readiness expectations were high among both members and guests
Ergonomic preferences favored a 15° screen incline and centralized card reader for physical comfort
Impact & Next Steps
The findings informed specific design refinements across the kiosk interface, including improved hierarchy, placement adjustments, and simplified customizations. Ergonomic results supported decisions on hardware positioning.
Together, the insights helped Erewhon assess whether the prototype aligned with their luxury, efficiency-driven retail experience — contributing valuable input toward the kiosk’s potential in-store launch.
