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Project Context
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Cracker Barrel Old Country Store, Inc. is a publicly owned restaurant and retail chain, with 664+ locations across the United States.
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Currently, Cracker Barrel only allows users to pay for their dine-in checks via the registers in the retail shop or in our app using the Pay in App functionality.
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There is an opportunity for operational efficiency in the stores to prevent back-ups at the cash register.
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Additionally, the Off-Premise Operations team had a parallel need for a limited contact, portable solution to collect payment for Curbside orders.
My Role
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Requirements gathering from the Operations, Marketing, and Devopment teams as well as our payment provider.
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Create wireframes to test with users.
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Produce high-fidelity prototypes and training materials for marekting and staff communication.
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Complete final designs and user stories to Engineering for development.
The Solution
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We want to expand the current Pay in App feature to also allow mobile web users to also be able to pay their ticket from their phones.
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This allows us to expedite check payment and decongest the line for the registers/ the retail and host area.
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Solve for Off-Premise Operation's need for a payment solution outside of the restaurant, which had limitations with high-investment handheld technology and network connectivity issues.
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Audit the current Pay in App feature and decide how it will work once the new feature launches (new feature will call it 'Mobile Pay').
Auditing the Existing Design
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The existing design isn't matching the look and feel of the rest of the app. This was a result of technical debt when we moved from the previous native app to a new, progressive web app in React.
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The feature relied on geolocation to match the user to the correct store. It was moderately successful with exact location but some users' phones had location turned off or exact location not being detected by the app.
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Liked the overall flow, but wanted to further streamline to not depend on the receipt code.
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We wanted to keep the convenience of the digital payment options.
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The payment confirmation screen was rather bland, and I wanted to use that as an opportunity to celebrate and thank the customer. We also wanted to offer the option of an email receipt (which is another current feature request from guests and operators).
The Final Feature
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I worked with the store tech team and our POS provider to print dynamic QR codes on guest receipts.
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Once scanned with the guest's phone camera, they will be taken to a page to view their check online and pay for it (the QR code is unique to that order and doesn't rely on geolocation).
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Since call-in phone orders also get these receipts, this feature will also be used for Curbside pick-up orders to easily collect payment with limitd contact.
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We kept the digital payment options and added the ability to scan a credit card for easier entry.
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The UI was also updated on the Payment and Checkout screens to be consistent with the rest of the site/ app.
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The new Payment page is much 'friendlier' and better fits with the brand.
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There's also an option to email an itemized receipt after the transaction.