Overview
Introducing the Boost Juice app
Boost Juice is an Australian chain of juice and smoothie bars that was founded in 2000 by Janine Allis. The company has over 400 locations all over the world with a main focus in Australia. Boost Juice offers a range of fruit juices, smoothies, and food items, including wraps, sandwiches, and salads. The company is known for its use of fresh, natural ingredients and its commitment to sustainability. Boost Juice also has a strong focus on customer service and offers a loyalty program for its regular customers.
Problem
Boost Juice customers were frustrated with wait times and lack of digital products to make their checkout experience smoother. Customers needed a convenient way to place orders, pay for their purchases, access special offers and promotions.
This project I was the lead designer, in charge of the UI Design, UX process, from customer surveys, research, design, testing and design system. The success of the project was very much a team effort between multiple departments.
Company
Boost Juice
Period
6-12 Months
Role
UX/UI Designer
Case Study
UI, UX & Testing
Main features
These are the main features I worked on over a 6-12 month period for Boost Juice to help drive growth, engagement and conversion within the app.
User Interviews
I conducted a survey with 10 customers in person to get a better understanding of their pain points and what they truly wanted from an app. Would it improve their experience? Would it make the process faster for them? We asked them multiple questions to get a better understanding from their perspective as a regular customer.
Pain points
Long wait times. One of the main pain points was waiting times. People want to order fast and quickly pick up their boost. Longer wait times or busy periods can be frustrating for customers, especially if they're in a hurry or have other commitments.
Difficulty ordering. Some users may have difficulty reading the menu or placing their order, which can lead to confusion and frustration. It may be because of vision or language barrier, an app would make this easier for those customers.
Limited options. There may be limited options for customers with dietary options. Some customers felt anxious taking longer to customer their order and holding up the line. An app would allow these customers to get a better understanding of dietary requirements and customisation.
Access to Benefits. There is a lack of Benefits for loyal customers purchasing in store, especially with the VIBE rewards system. A lot of users either don't know about it or are misinformed about the rewards system. There is no place to store the VIBE card and customers needed a digital solution instead of a physical card.
"I would say a pain point for me is wait times during peak periods. I feel like I'd order and pickup much faster from an app rather then going and lining up. I could order on the way and pickup instantly."
Rachel, 23
"It would be great to have a digital VIBE card rather then a physical. That way I can keep track of my points and use them in the app. That's definitely a pain point Boost should focus on in the app."
Jason, 19
Competitive Analysis
The interesting part of Boost Juice is they don't particularly have any main competitors that have the exact same business model. It's the reason why they dominate the Juice & Smoothie market in Australia. An upcoming competitor would be Chai Time
I reviewed multiple other simple apps in the market to get a better understanding of flows, competitor UX and customer satisfactions with each one
Customer Journey
User Stories
I conducted a workshop to go over the user stories for the app from a users perspective. User stories are essential in determining primary priorities from secondary priorities.
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Sitemap
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New Feature
Ordering & Checking out
Problem
During peak hours, Lining up, waiting, checking the menu and ordering in store often took way too long. This was causing frustration amongst customers and potential loss of revenue for the company. Boost needed a quick and easy way to order through the app that was a better experience than in store.
Boost Juice needed an ordering system that was simple, quick and allows users to visually explore the drinks menu. It's one of the most important features of the app as it's where people will be ordering, customising and upselling. The feature that generates the most revenue of the company.
Problems to solve
Information Architecture
Ideation
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Wireframes
User Flow
User Testing
Audience
Active Investors that use use investing apps on a regular basis. (Most likely had exposure to graphs and performance tracking)
User Group
5-10 Users
Female and male
Age 18-40
Boost Juice customers (In person Interviews)
Problem
No way of visually tracking Investment performance on a short and long term period.
Goal
Design a seamless and simplistic approach towards a performance feature that's easy to understand by all demographics.
Boost would usually do in person testing with both customers and Internal users. Our office was at Chadstone so it was easy to recruit real customers with a boost voucher or incentive
Onboarding Tasks
#1
Imagine you're in the mood for a mango smoothie. Can you please order a ‘Mango Magic’ and add it to your cart.
#2
Now that you’ve added a drink into your cart. Can you please add some snacks.
#3
Great! Next I want you to check out and pay for your items in the cart.
Questions
Results
Overall, Users felt the ordering process was simple, easy to understand and really liked the category system, search and the ability to customize their orders. The UI was highly regarded and users thought it looked amazing.
There was no major changes needed to the flow or design and the project proceeded into development. Long term I wanted to monitor the data through amplitude to get a better understanding of user behaviours within the ordering process.
4.70/5
Overall rating on the ordering process
4.60/5
Overall rating on the cart and checking out
"The checkout process was very clear and easy to understand. The process was only a few steps and once confirmed, it provides a clear confirmation of your order details and expected pickup time. This is a great experience and the UI looks great."
Alex, 23
"The ordering process was incredibly smooth and enjoyable. I loved how intuitive the menu was, allowing me to easily browse and search through every Boost Juice. It has clear product descriptions and ingredient lists, allowing me to make a informed decision on my order.”
Luke, 20
Amplitude
Amplitude was used to monitor the new ordering system once built. We had an immense amount of data that could be used to make decisions. Areas of focus were conversion rates, volume and reviewing any bugs, frustration clicks.
The app was averaging around 150k-250k monthly users and all that data could be accessed through Amplitude.
*unfortunately a lot of this data was lost for this case study. Otherwise I would have posted all the graphs and data I had.
The app received high praise from customers for its exceptional design, user-friendly experience, and streamlined processes. It resulted in a thriving user base of over 250,000 monthly active users and a staggering rating of 4.7/5 from 25,000 ratings.
4.7/5
User Rating
250k+
Monthly Users
25k
User Ratings
$20m
Yearly Revenue
Problems Solved
Improved wait times. No more wait times lining up during peak hours. Keeping track of all your favourite drinks and order history. Ability to easily customise your drink to your liking and solving allergy restraints.
Improved checkout experience. Giving customers a faster alternative to ordering on the go through the Boost Juice app. Now customers have the ability to order and pickup in minutes.
Visual recognition. The app allows customers to visually see each drink which isn't possible on the in store menus. This increases conversion and encourages customers to try new products that visually look appealing.
Customisations. Providing customers with a selection of all Boost Juices that can be easily viewed and searched. Thus eliminating the difficulty of finding specific drinks in store.