Role

Interaction Design Lead

Skills and Tasks

Interaction Design

Visual Design

Competitive Analysis

Empathy and Journey Mapping

Wireframing and User Flows

A/B and Usability Testing

Tools

Figma

Duration

10 Weeks, Spring 2024

Team

Ava Carroll / Strategy Lead

Andrea Da Silva / UI Lead

Kenzie Alderson / Research Lead

Zoe Bair / Product Lead

Solving America's Tipping Problem

As tipping amounts increase and the practice becomes more frequent, customers are growing increasingly frustrated. Many are opting not to tip at all, creating significant problems for staff who rely heavily on these earnings. This issue is especially common in cafes, where customers often feel uncertain about where their tip money is going and are expected to tip up to 30%, whether they simply picked up a water bottle or received full table service. 

The Solution

Cheers is a payment terminal and app clip ecosystem that reinvents America’s tipping experience through empathetic interactions that foster transparency, autonomy, and privacy for customers.

Solving America's Tipping Problem

As tipping amounts rise and the practice becomes more frequent, customers are growing increasingly frustrated, leading many to forgo tipping altogether. This poses significant challenges for staff who rely on these earnings, particularly in cafes where customers often feel uncertain about where their tips are going and are expected to tip up to 30%, regardless of whether they simply picked up a water bottle or received full table service.

The Solution

Cheers is a payment terminal and app clip ecosystem that reinvents America’s tipping experience through empathetic interactions that foster transparency, autonomy, and privacy for customers.

Presenting

My Role

My interest in prototyping and motion design led me to become our team's lead interaction designer, where I oversaw the design process from wireframes to final development. Working closely with Andrea, our UI lead, I contributed to the app clip and terminal design while also managing competitive analysis, surveys, user flows, and usability testing. This project sparked a love for prototyping interactions and crafting UIs.

Tap to

Thank

Foxy Loxy

Tap to

Thank

Foxy Loxy

Research

Research

Research

Young adults encounter a stigmatized tipping experience at cafes that makes them feel pressured, uncomfortable, and can heighten situational social anxiety.

Problem Statement

Young adults encounter a stigmatized tipping experience at cafes that makes them feel pressured, uncomfortable, and can heighten situational social anxiety.

Problem Statement

Research Plan

Uncovering the hidden anxieties behind tipping: our research reveals why customers feel unappreciated, pressured, and uneasy in public tipping situations.

19

Interviews

64

Surveyors

40+

Articles

Secondary

Survey

Interviews

Interviews

19

Responses

64

Articles

40+

Secondary

Survey

Interview

Interviews

19

Responses

64

Articles

40+

Analyzed 40+ Articles

The New York Times

Business Perspective

https://www.nytimes.com/2021/02/05/opinion/minimum-wage-racism.html

Insight

Technically, federal law requires that employers must cover the difference when the hourly wage, subsidized by tips, does not amount to $7.25 an hour. But in practice, that mandate is frequently ignored. A federal review of employment records from 2010-2012 revealed that nearly 84 percent of full-service restaurants had committed wage and hour violations.

New York Post

Restaurant

https://nypost.com/2024/03/11/lifestyle/restaurants-can-convince-diners-to-tip-even-more-with-trick/

Insight

At full-service restaurants, the presence of emojis saw rises in the average tip go from 22.86% to 25.38% — an overall 11% relative increase. Typically, a 18%-to-20% gratuity represents satisfaction.

Restaurant & Lodging Association

Cafes

https://frla.org/tipsfortipping/

Insight

Communicate your tipping policy to your patrons. If customers are hit with tip requests for multiple groups or are unsure about where their tip money is going, they probably won’t feel too warm and fuzzy about leaving one at your restaurant. That’s why it’s a good idea to educate customers about who exactly receives tips on your staff and why.

The New York Times

Restaurant

https://www.nytimes.com/2022/04/19/dining/tipping-gratuity-restaurants.html

Insight

Some diners believe tips let business owners avoid paying a living wage. Gabriel Ramirez, a Los Angeles smoke shop worker, prefers labor costs be included in menu prices rather than relying on customer tips. Ramirez argues it's society's duty to ensure food service workers earn enough to sustain themselves and that employers shouldn't depend on tips to cover employee wages.

Bankrate

Business Perspective

https://www.bankrate.com/personal-finance/tipping-survey/

Insight

A survey found that 66% of U.S. adults have a negative view of tipping. Key reasons include the belief that businesses should pay employees better instead of relying on tips (41%), annoyance with pre-entered tip screens (32%), the perception that tipping culture is out of control (30%), confusion about who and how much to tip (15%), and a willingness to pay higher prices to eliminate tipping (16%).


Medium

Business Perspective

https://loiskim01.medium.com/our-tipping-culture-a-viewpoint-from-a-tipped-worker-perspective-a0aaf4fed99f

Insight

Before the pandemic, a 15% tip in restaurants was considered generous. However, due to "tipflation," tipping rates have increased to 25% or even 28%. Tipping culture has also changed, with customers often encouraged or pressured to choose predefined tip rates and asked to pay 20-28% upfront tips for take-out coffee via tablet screens. A recent survey found that six out of ten Americans believe tipping culture in the U.S. has become excessive and express dissatisfaction with it.

The New York Times

Business Perspective

https://www.nytimes.com/2021/02/05/opinion/minimum-wage-racism.html

Insight

Technically, federal law requires that employers must cover the difference when the hourly wage, subsidized by tips, does not amount to $7.25 an hour. But in practice, that mandate is frequently ignored. A federal review of employment records from 2010-2012 revealed that nearly 84 percent of full-service restaurants had committed wage and hour violations.

New York Post

Restaurant

https://nypost.com/2024/03/11/lifestyle/restaurants-can-convince-diners-to-tip-even-more-with-trick/

Insight

At full-service restaurants, the presence of emojis saw rises in the average tip go from 22.86% to 25.38% — an overall 11% relative increase. Typically, a 18%-to-20% gratuity represents satisfaction.

Restaurant & Lodging Association

Cafes

https://frla.org/tipsfortipping/

Insight

Communicate your tipping policy to your patrons. If customers are hit with tip requests for multiple groups or are unsure about where their tip money is going, they probably won’t feel too warm and fuzzy about leaving one at your restaurant. That’s why it’s a good idea to educate customers about who exactly receives tips on your staff and why.

The New York Times

Restaurant

https://www.nytimes.com/2022/04/19/dining/tipping-gratuity-restaurants.html

Insight

Some diners believe tips let business owners avoid paying a living wage. Gabriel Ramirez, a Los Angeles smoke shop worker, prefers labor costs be included in menu prices rather than relying on customer tips. Ramirez argues it's society's duty to ensure food service workers earn enough to sustain themselves and that employers shouldn't depend on tips to cover employee wages.

Bankrate

Business Perspective

https://www.bankrate.com/personal-finance/tipping-survey/

Insight

A survey found that 66% of U.S. adults have a negative view of tipping. Key reasons include the belief that businesses should pay employees better instead of relying on tips (41%), annoyance with pre-entered tip screens (32%), the perception that tipping culture is out of control (30%), confusion about who and how much to tip (15%), and a willingness to pay higher prices to eliminate tipping (16%).


Medium

Business Perspective

https://loiskim01.medium.com/our-tipping-culture-a-viewpoint-from-a-tipped-worker-perspective-a0aaf4fed99f

Insight

Before the pandemic, a 15% tip in restaurants was considered generous. However, due to "tipflation," tipping rates have increased to 25% or even 28%. Tipping culture has also changed, with customers often encouraged or pressured to choose predefined tip rates and asked to pay 20-28% upfront tips for take-out coffee via tablet screens. A recent survey found that six out of ten Americans believe tipping culture in the U.S. has become excessive and express dissatisfaction with it.

The New York Times

Business Perspective

https://www.nytimes.com/2021/02/05/opinion/minimum-wage-racism.html

Insight

Technically, federal law requires that employers must cover the difference when the hourly wage, subsidized by tips, does not amount to $7.25 an hour. But in practice, that mandate is frequently ignored. A federal review of employment records from 2010-2012 revealed that nearly 84 percent of full-service restaurants had committed wage and hour violations.

New York Post

Restaurant

https://nypost.com/2024/03/11/lifestyle/restaurants-can-convince-diners-to-tip-even-more-with-trick/

Insight

At full-service restaurants, the presence of emojis saw rises in the average tip go from 22.86% to 25.38% — an overall 11% relative increase. Typically, a 18%-to-20% gratuity represents satisfaction.

Restaurant & Lodging Association

Cafes

https://frla.org/tipsfortipping/

Insight

Communicate your tipping policy to your patrons. If customers are hit with tip requests for multiple groups or are unsure about where their tip money is going, they probably won’t feel too warm and fuzzy about leaving one at your restaurant. That’s why it’s a good idea to educate customers about who exactly receives tips on your staff and why.

The New York Times

Restaurant

https://www.nytimes.com/2022/04/19/dining/tipping-gratuity-restaurants.html

Insight

Some diners believe tips let business owners avoid paying a living wage. Gabriel Ramirez, a Los Angeles smoke shop worker, prefers labor costs be included in menu prices rather than relying on customer tips. Ramirez argues it's society's duty to ensure food service workers earn enough to sustain themselves and that employers shouldn't depend on tips to cover employee wages.

Bankrate

Business Perspective

https://www.bankrate.com/personal-finance/tipping-survey/

Insight

A survey found that 66% of U.S. adults have a negative view of tipping. Key reasons include the belief that businesses should pay employees better instead of relying on tips (41%), annoyance with pre-entered tip screens (32%), the perception that tipping culture is out of control (30%), confusion about who and how much to tip (15%), and a willingness to pay higher prices to eliminate tipping (16%).


Medium

Business Perspective

https://loiskim01.medium.com/our-tipping-culture-a-viewpoint-from-a-tipped-worker-perspective-a0aaf4fed99f

Insight

Before the pandemic, a 15% tip in restaurants was considered generous. However, due to "tipflation," tipping rates have increased to 25% or even 28%. Tipping culture has also changed, with customers often encouraged or pressured to choose predefined tip rates and asked to pay 20-28% upfront tips for take-out coffee via tablet screens. A recent survey found that six out of ten Americans believe tipping culture in the U.S. has become excessive and express dissatisfaction with it.

Secondary Research Insights

72% of people felt like more places were asking for tips compared to 2018.

It’s no surprise that a majority of Americans say they feel they’re being asked to tip at more and more places, with the trend known as “tipflation.”

New York Post

72% of people felt like more places were asking for tips compared to 2018.

It’s no surprise that a majority of Americans say they feel they’re being asked to tip at more and more places, with the trend known as “tipflation.”

New York Post

72% of people felt like more places were asking for tips compared to 2018.

It’s no surprise that a majority of Americans say they feel they’re being asked to tip at more and more places, with the trend known as “tipflation.”

New York Post

Survey

64

46%

Have been purely customers

54%

Responses

Have worked in the Food Industry

Demographic

People from 18 to 24 years old.

64

46%

Have been purely customers

54%

Responses

Have worked in the Food Industry

Demographic

People from 18 to 24 years old.

64

46%

Have been purely customers

54%

Responses

Have worked in the Food Industry

Demographic

People from 18 to 24 years old.

People feel societal pressure to tip

People tip more when prompted by a digital screen

People feel societal pressure to tip

People tip more when prompted by a digital screen

People feel societal pressure to tip

People tip more when prompted by a digital screen

Interviews

We conducted 19 interviews with servers, business owners, and customers to gain deeper insights and validate our research findings.`

19

Interviews

3

Business

Owners

9

Servers

7

Customers

19

Interviews

3

Business

Owners

9

Servers

7

Customers

19

Interviews

3

Business

Owners

9

Servers

7

Customers

Impact on Users and Businesses

Rising tip amounts, especially for simple orders like black coffee, are leading some customers to stop tipping altogether, with both servers and business owners recognizing the stress this creates.

Impact on Users and Businesses

Rising tip amounts, especially for simple orders like black coffee, are leading some customers to stop tipping altogether, with both servers and business owners recognizing the stress this creates.

Ideation

Ideation

Ideation

Our Guiding Principles

Uncovered through our research, these four core insights became the driving force behind our design decisions, shaping the solutions with user-centered precision.

Customers want assurance that their tip is going directly to the server, not to managers or owners. This transparency encourages tipping and fosters empathy between the customer and the server.

1

2

Customers often feel awkward tipping in front of the server, which affects their tipping decisions. When the entire line and server can see a customer's tip, the customer feels pressured to tip more.

3

Customers are often unsure how much to tip at cafes due to the various types of service they might receive. Establishing a standard for acceptable tipping amounts for cafe service and takeout would provide clarity and consistency.

4

Servers and business owners agree that the current tipping experience causes significant stress for customers. Some servers try to alleviate this stress by looking away during the transaction. Additionally, many servers feel compelled to put on a performative act to earn tips.

1

Customers want assurance that their tip is going directly to the server, not to managers or owners. This transparency encourages tipping and fosters empathy between the customer and the server.

2

Customers often feel awkward tipping in front of the server, which affects their tipping decisions. When the entire line and server can see a customer's tip, the customer feels pressured to tip more.

1

Customers want assurance that their tip is going directly to the server, not to managers or owners. This transparency encourages tipping and fosters empathy between the customer and the server.

2

Customers often feel awkward tipping in front of the server, which affects their tipping decisions. When the entire line and server can see a customer's tip, the customer feels pressured to tip more.

3

Customers are often unsure how much to tip at cafes due to the various types of service they might receive. Establishing a standard for acceptable tipping amounts for cafe service and takeout would provide clarity and consistency.

4

Servers and business owners agree that the current tipping experience causes significant stress for customers. Some servers try to alleviate this stress by looking away during the transaction.

3

Customers are often unsure how much to tip at cafes due to the various types of service they might receive. Establishing a standard for acceptable tipping amounts for cafe service and takeout would provide clarity and consistency.

4

Servers and business owners agree that the current tipping experience causes significant stress for customers. Some servers try to alleviate this stress by looking away during the transaction.

Area of Opportunity

To understand how competitors address the tipping issue, I researched various existing models, including POS systems, innovative tipping services like Easy Tip, and the traditional tip jar.

Invasive

Inviting

Inefficient

Efficient

Invasive

Inviting

Inefficient

Efficient

Journey Map

Tracing the target audience's experience from entering the store to tipping to leaving allowed us to identify key touch points and pain points.

Design Thinking Workshop

By assessing the desirability and feasibility of our initial solutions through participant discussions and activities, we fostered open creativity that sparked new ideas and validated our core research insights—making the process a great success.

Design

Design

Design

Concept

A payment terminal, app clip and app ecosystem that reinvents America’s tipping experience by allowing users to tip on their time and their terms.

A payment terminal, app clip and app ecosystem that reinvents America’s tipping experience by allowing users to tip on their time and their terms.

Concept

A payment terminal, app clip and app ecosystem that reinvents America’s tipping experience by allowing users to tip on their time and their terms.

A payment terminal, app clip and app ecosystem that reinvents America’s tipping experience by allowing users to tip on their time and their terms.

Reimagining the Tipping Flow

I sketched potential flows for a new cafe tipping system, collaborated with the team to generate new ideas, and organized our final decisions into a comprehensive user flow.

App Clip Wireframes

We explored an app clip solution—an RFID-activated app that doesn't require downloading—allowing customers to tip on their phones after their cafe experience, giving them the flexibility to make confident tips at their own pace.

9:41

Open

Tip Your Server

Open to show love to FOXY’s fantastic staff

Powered by

Cheers!

App Store

9:41

Monday, April 14

9:41

Total

$16.48

Your Order

Foxy Loxy Cafe

April 14, 2024

9:48 AM

Ready to Tip?

Step 1

You would be thanking:

Chefs

Personal

Server

and

9:41

How was your experience?

Step 2

9:41

Step 3

Recommended Tip

15%

$2.47

Total

$18.95

Confirm

%

$

We suggest you tip

Since you rated

9:41

Step 4

Our staff thanks you for your tip!

Order

$16.48

Tip

$2.47

Total

$18.95

Your Order

Foxy Loxy Cafe

April 14, 2024

9:48 AM

9:41

Open

Tip Your Server

Open to show love to FOXY’s fantastic staff

Powered by

Cheers!

App Store

9:41

Monday, April 14

9:41

Total

$16.48

Your Order

Foxy Loxy Cafe

April 14, 2024

9:48 AM

Ready to Tip?

Step 1

You would be thanking:

Chefs

Personal

Server

and

9:41

How was your experience?

Step 2

9:41

Step 3

Recommended Tip

15%

$2.47

Total

$18.95

Confirm

%

$

We suggest you tip

Since you rated

9:41

Step 4

Our staff thanks you for your tip!

Order

$16.48

Tip

$2.47

Total

$18.95

Your Order

Foxy Loxy Cafe

April 14, 2024

9:48 AM

9:41

Open

Tip Your Server

Open to show love to FOXY’s fantastic staff

Powered by

Cheers!

App Store

9:41

Monday, April 14

9:41

Total

$16.48

Your Order

Foxy Loxy Cafe

April 14, 2024

9:48 AM

Ready to Tip?

Step 1

You would be thanking:

Chefs

Personal

Server

and

9:41

How was your experience?

Step 2

9:41

Step 3

Recommended Tip

15%

$2.47

Total

$18.95

Confirm

%

$

We suggest you tip

Since you rated

9:41

Step 4

Our staff thanks you for your tip!

Order

$16.48

Tip

$2.47

Total

$18.95

Your Order

Foxy Loxy Cafe

April 14, 2024

9:48 AM

Terminal Visualization

Simultaneously, we explored various shapes for the terminal design. After settling for a final concept, we prepared it for CAD modeling and subsequent testing.

Terminal Visualization

Simultaneously, we explored various shapes for the terminal design. After settling for a final concept, we prepared it for CAD modeling and subsequent testing.

Validation

Validation

Validation

User Testing

We set up a camera to observe users interacting with our prototypes without giving specific instructions, allowing us to capture their genuine behaviors and thoughts. Since we had two interaction flows, this approach helped us identify which flow was simpler and more intuitive.

Iterations after Testing

We took into account the key insights from all three rounds, refining our interfaces into their final design.

Results

Results

Results

Introducing…

Tipping Options

Tip Later

I’ll take my time

Tip Now

Let’s get this over with

Tip Cash

Got spare change

Tip Later

I’ll take my time

Tip Now

Let’s get this over with

Tip Cash

Got spare change

What type of service did you receive?

Self-Service

I grabbed my item

Quick Service

Served at counter

Full Service

Food brought to table

Self-Service

I grabbed my item

Quick Service

Served at counter

Full Service

Food brought to table

How was the service?

-/5

Tap a Hand to Review

Full Service

Food brought to table

Grab-and-Go

5%

Awful

1

5

Great

4

Good

3

Neutral

2

Poor

-/5

Tap a Hand to Review

Full Service

Food brought to table

Grab-and-Go

5%

Awful

1

5

Great

4

Good

3

Neutral

2

Poor

We Recommend:

Or Custom

20%

$3.47

Your tip is going to:

Service

Cook

Business

Click to Confirm

We Recommend:

Or Custom

20%

$3.47

Your tip is going to:

Service

Cook

Business

Click to Confirm

The Cheers Terminal

The Cheers Terminal will be installed in cafes to facilitate tipping. By partnering with major POS systems like Toast and Square, the Cheers Terminal will seamlessly integrate into existing setups, specifically for the tipping process.

The Cheers App Clip

Customers can select 'tip later' on the terminal during checkout, prompting them to connect their phone to our Cheers App Clip. Watch the video below to see these interactions in action. As the lead interaction designer, I loved prototyping our designs in Figma and creatively exploring user interactions to enhance engagement and understanding of the app's functionality.

I was the lead for this

The Cheers App

The Cheers App is for those who frequently tip with Cheers. With the full app, customers can collect thank you notes from the servers they tipped. Additionally, servers can track their tip amounts and personalize a thank you note to send to customers.

How Does Cheers Solve the Tipping Problem?

Drawing from our research, we designed our solution to prioritize user privacy, confidence, and transparency while maintaining a quick, kind, and human experience.

Why Would Cafes Invest?

Cafes would invest in Cheers because it enhances the customer experience by promoting tipping awareness and offering a smoother, more thoughtful tipping process, ultimately boosting customer satisfaction and loyalty in local, independent cafes.

Why Would Cafes Invest?

Cafes would invest in Cheers because it enhances the customer experience by promoting tipping awareness and offering a smoother, more thoughtful tipping process, ultimately boosting customer satisfaction and loyalty in local, independent cafes.

The Team

The Team

The Team

A Stellar Team

This team was a perfect match, with each member's unique skills fitting together like puzzle pieces.

Zoe Bair

Physical Lead

Ava Carroll

Strategy Lead

Andrea Da Silva

UI Lead

Kenzie Alderson

Research Lead

Kara Rivenbark

Interaction Designer

Zoe Bair

Physical Lead

Ava Carroll

Strategy Lead

Andrea Da Silva

UI Lead

Kenzie Alderson

Research Lead

Kara Rivenbark

Interaction Designer

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KARA RIVENBARK

KARA RIVENBARK

KARA RIVENBARK