The Cafe display system enhances the café associates' workflow, improving the tracking of online orders, inventory management, and mobile POS usability. By providing a seamless, large-screen interface, it reduces order fulfillment errors and increases efficiency during peak hours.
500+ clubs
Launched to chain
~1,700
Happy associates
10+
Days of testing
These are club associates who handle the maintenance and production of food and manage orders in busy kitchens. They need tools that are easy to use and fast during rush hours to make their workload easier.
The existing system only displayed three orders at a time on a small device, forcing associates to manually track paper orders alongside digital ones
The fragmented workflow led to delayed service, order mistakes, and customer frustration
Our research methods included a series of 1:1 interviews conducted with Café associates across various clubs and regions to understand their daily workflows and pain points. We also brought in industry experts in restaurant back-of-house operations to uncover best practices and identify ways to optimize workflows in Sam’s Club kitchens.
Order management was overwhelming during peak hours due to the use of multiple, disconnected systems (e.g., paper tickets + digital orders).
Café layouts and device placement often created bottlenecks, leading to inefficient movement and delayed order fulfillment.
Identified the need for larger screens, better device placement, and enhanced order management views
Improved kitchen layout to optimize productivity with a forward flowing kitchen.
Leveraging a station based approach to prep and produce items quickly
After piloting the v1 designs in one market we closely observed associate usage, feedback channels. and conducted user interviews. This resulted in further learnings and feature enhancements that were then prioritized and updated for better usability.
This side-by-side layout shows how we improved Café efficiency by moving to a forward-flowing, station-based setup. The old layout caused confusion and cross-traffic, making it hard for associates to stay focused. The new design creates clear zones for each food type, helping associates stay in their lane, move faster, and work more efficiently.
The redesigned Kitchen App significantly improved efficiency, reduced order errors, and enhanced user satisfaction.
Business Goals Achieved:
Star Ratings; significant increase in 5 star ratings moving from 4.1 to 4.4 stars
Feedback; Associates and club managers provided feedback referencing the impact of ease and flexibility of the new interface
After piloting the v1 designs in one market we closely observed associate usage, feedback channels. and conducted user interviews. This resulted in further learnings and feature enhancements such as daily production planning that were then prioritized and updated for better workflow management.
©2025 by Namitha Karupakula.