Purposeful point-of-sale system

Business context

  • Clover POS system is used by 700K+ small business from retails, restaurants, to service providers.

  • Clover devices combined with the SaaS plans are major contributors to the company’s 25% YoY revenue growth.

  • Accumulatively, there are about 2 million Clover devices in the wild that process $313B of annualized GPV.

Self service kiosks

Launched in March 2024. Find out more at clover.com

Who we’re solving for:

  • Quick service restaurants have a hard time hiring and retaining qualified staff, while having to fulfill order swiftly and efficiently.

  • Customers often have a long queueing time to put in their order with cashier, which lead to dissatisfaction with the business.

Other considerations:

Kiosk is the first Clover POS for customer-facing experience. Therefore, how might we optimize the order taking and payment experience for customers while leveraging existing system?

Informing ourselves

From competitive landscape: Many companies have kiosk solution, some are stand-alone, some are extension of other PoS they already have. Ergonomically, the kiosk hardware run the gamut from small form factor to extra large.

From observing customers behavior: Customers have to learn to use the kiosk very quickly and on the spot. They get impatient when the interaction does not match their expectation and therefore slowing them down (compared to just telling cashier what they want)

Defining kiosk experience

  • Focused on the must-have tasks that customers had to successfully perform.

  • Used POS framework to identify existing components and workflows that can be reused and repurposed in order to maintain consistency whenever appropriate.

  • Considered the large form factor to avoid ergonomic discomfort when designing the interface and interaction.

It takes a village

  • In addition to Product Managers and Engineering team, other stakeholders include the Hardware team, Product Marketing, Brand, and the Design System team.

  • This project also served as a pilot to pressure test the design system for Android OS that informsed its iteration.

How does kiosk work in real situation?

In addition to field test, the designers collaborated with the user research team to do ad-hoc testing in Clover’s office locations (CA, NJ, TX). The insights informed crucial usability fix before launch.

Results so far

In its first months, merchants who added kiosk as their POS grow at 27% month over month.

Available upon request

More examples of POS systems my team worked on, including Kitchen Display System, Clover Compact, Clover Go mobile app