Overview
Cheers is a payment terminal and app ecosystem rethinking tipping for food-service workers. The team set out to make the tipping moment less awkward for guests and more equitable for staff.
Research
We started with secondary research, surveys, interviews, and workshops to map the current state of tipping.
The numbers from our discovery work:
19
Interviews
12
Participants
64
Responses
40+
Articles
Key finding
People empathize with food service employees' salary struggles, but the current tipping system is rubbing them the wrong way.
Development
Personas and empathy maps drove the concept. The team wrote a "How Might We" statement that anchored every design decision.
Testing
Six iteration cycles refined the experience.
Final Product
The shipped design includes app-clip screens, terminal screens, and customer + staff app variants. See the process book for the full deliverable.