Commercial Coffee Machine UX Study

Stepping into a users shoes as they interact with the coffee machine interface.

Project Overview

This project involved making real-life observations and constructing unbiased interviews in public, then illustrating user needs and experiences based on empirical observations through personas and storyboarding. I created engaging narratives that demonstrate the user journey end-to-end and the goals and characteristics of the depicted persona.

The goal was to understand user needs and pain points when interacting with the coffee machine.

The Interface

I selected a coffee machine located in the lobby of the John D. Rockefeller, Jr. Library. This coffee machine has an interative screen that allows users to select from a variety of drinks, as well as a dispenser and payment system.

Sketch of coffee machine showing the main screen, and payment and dispensing areas

Annotated sketch of the coffee machine showing key interactive components

Image of coffee machine showing the main screen, and payment and dispensing areas

Image of the coffee machine

Interface Description

The coffee machine features a touchscreen display for selecting drink options, a card reader for payment as well as a seperate payment terminal for cash and cards, and a drink dispensing area. The interface aims to solve the problem of getting coffee in an efficient way without making it yourself at home. The main components include:

User Observations & Interviews

Next, I observed as users interacted with the machine and conducted interviews to better understand their experience

Key Observations

Interview Questions

  1. What were your initial thoughts when you first approached the machine?
  2. Was there anything about the interface that was unclear or confusing?
  3. How easy or difficult was it to complete your purchase? Why?
  4. Did you encounter any difficulties while using the machine? If so, what were they?
  5. Would you use this machine again? Why or why not?

Interview Summaries

User 1

User 1 expressed frequent confusion surrounding topics such as when the cup will dispense, when to pay, and the difference between various drinks. On the topic of the cup dispensing, they said, "You click the thing you're gonna select and then nothing happens then randomly it comes out." This user found there to be a lack of instructions as well, and thought additional descriptions would be beneficial. Expressed stress surrounding the payment, as to when it should happen and if it succeeded, and said they would keep using the machine as they like the hot chocolate, even though it burns their mouth.

User 2

User 2 doesn't like the futuristic and modern model of the machine. Expressed annoyance towards an "error message that's been there since last year." Also found the "bring your own cup" feature confusing, stating that they didn't know how to do that. Besides that finds the machine easy to use because he's memorized the UI and knows how to get to his drink. Would continue to use it because it's the only option, but said about the initial screen: "we don't need all of this, we don't need the touch to start, we just need to pick our drinks."

User 3

Found the overall experience simple. Said it was easy to complete their purchase, and that there's a quick route from choosing their drink to paying for it. Found the milk size display confusing, but otherways said the machine was quick, price is okay, and it's pretty easy to use.

User Personas

Photo of Rushed Rachel

Efficient Emerson

The time-conscious regular who values efficiency and reliability

Emerson is a 22-year-old junior in college who likes grabbing coffee from the machine on his way to class. He visits the library multiple times a week and uses the coffee machine almost every time.

Interface Problems: Emerson finds the interface unnecessarily complex for his routine order. He dislikes having to navigate through multiple screens for a drink he orders almost daily. The lack of a quick-order or favorites feature frustrates him, as does waiting for animations between screen transitions.

Representation: Emerson represents frequent users who prioritize speed and efficiency over exploration. These users have established preferences and want the interface to accommodate their routine without unnecessary steps.

Thinks
  • "Time for my morning coffee."
  • "Why do I have to go through so many screens for the same drink?"
  • "This machine doesn't have to look this fancy."
  • "The payment should process faster, I'm going to be late."
Feels
  • Impatient when the interface is slow to respond
  • Confident in his selection choices
  • Irritated by unnecessary steps in the process
  • Indifferent to the fancy gimmicks on the machine
Says
  • "Come on, come on...."
  • "Yeah yeah hurry up."
  • "They should have a order in advance feature"
  • "Just give me my regular already."
Does
  • Taps the screen rapidly, sometimes before animations complete
  • Goes straight to his preferred drink without browsing
  • Has his payment card ready before reaching the payment screen
  • Multitasks on his phone while waiting for the drink to dispense
Photo of Curious Carlos

Confused Carly

The worrysome user who needs clarity and explores her options

Carly is a freshman in college who's new to campus. She's stressed about her classes and still trying to get her feet under her. She loves getting sweet hot chocolate from the coffee machine by her favorite library.

Interface Problems: Carly is unsure about the difference between drink options. She also finds the feedback while the machine is brewing insufficient and worries about whether her transaction went through. She feels confused as to if she should pay or select her drink first.

Representation: Carly represents first-time or occasional users who approach the interface with curiosity but also caution. These users need clearer guidance and feedback throughout the entire process.

Thinks
  • "What's the difference between a hot chocolate and a creamy hot chocolate?"
  • "Should I pay yet? When do I pay?"
  • "Is the machine out of cups?"
  • "I wonder how customizable these drinks really are."
  • "Did my transation go through? The screen didn't change."
Feels
  • Confused and curious about the variety of options
  • Uncertain about payment processes
  • Mildly anxious about something going wrong
  • Concerned about holding up others
Says
  • "Which way does the card go in?"
  • "The coffee's actually pretty good for an automated machine."
  • "Are there any specialty drinks I should try?"
  • "It would be helpful to have clearer instructions."
Does
  • Studies the interface before touching the screen
  • Looks for descriptions of drinks and looks through options .
  • Tries multiple orientations when swiping her card
  • Watches the brewing process with nervousness
  • Navigates the interface hesitantly

Storyboard: Efficient Emerson's Coffee Routine

This storyboard illustrates Emerson's experience using the library coffee machine, highlighting his focus on efficiency and the frustrations he encounters with the interface.

Frame 1 - Emerson rushes into the library
1 Emerson checks his watch as he hurries into the library. He has 10 minutes before his next class and needs his usual caffeine boost. He heads straight for the coffee machine.
Frame 2 - Emerson taps the welcome screen
2 Emerson taps the welcome screen without even glancing at it.
Frame 3 - Emerson navigates to his drink
3 Still barely looking up, Emerson taps on his usual coffee. He moves efficiently, having done this many times.
Frame 4 - Emerson pays
4 The screen shows Emerson the price of his drink, and Emerson swipes his college id card into the reader.
Frame 5 - Emerson waits for his payment to confirm
5 Emerson impatiently looks aroung while he waits for the card reader to accept his payment.
Frame 6 - Emerson presses 'Make My Drink'
6 Once his payment goes through, a "Make My Drink" button appears which Emerson presses before it finishes animating into place. He wonders why he needs to press that after paying already anyway.
Frame 7 - The drink dispenses
7 The screen doesn't change, but the machine begins to make noise and dispense Emerson's drink. Emerson gets on his phone while he waits.
Frame 8 - Emerson grabs his drink and goes
8 The moment the machine beeps to signal completion, Emerson carefuly grabs his drink (to avoid burning his hands), and marches off to class.

Reflection & Insights

Through this study, I gained insights into how different users interact with the same machines--in this example, the library's coffee machine. There are very sharp contrasts between the habits of certain users. For example, users such as the Efficient Emerson persona barely look at the interface and just want their coffee. On the other hand, users such as Confused Carly are looking for a little more guidance and reassurance throughout the process

Interacting and communicating with these types of users (and other types) revealed a couple pain points:

Based on these findings, several specific improvements could enhance the interface:

This project reinforced the importance of observing users in their natural environment rather than relying on assumptions. Even with just three users, clear patterns emerged showing how a seemingly simple interface needs to accommodate vastly different needs—from the efficiency-focused student who wants minimal interaction to the cautious user who needs reassurance throughout the process.