Projects & Business Goals
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Layover's Research
The Big Picture Problem
Affinity Map
Problem Summary
Findings Further Analyzed:
Airport Food: Some users ate fast food because sit down restaurants took too long to serve them.
Stressful Airport Tasks: 40% of users interviewed said they were overwhelmed by the amount of tasks and people in the airport to remain at ease.
Layover's Personas
Defining the Problem
Once I created my personas, I was now able to see the problems plaguing my users. Here, they are defined as the following struggles:
Anxieties Over Time & Missed Flights
An Expensive Place to Be
Competitive Analysis
The Main Four Competitors
Competitive Analysis
Key Findings
All competitors had some type of store carousel or layout that allowed users to tap in to see their basic information such as menus, location, estimated times, delivery, or pickup options in some form.
Door dash was the most advanced out of all these apps and provided extra services such as recommendations for extra orders, but was also the most fee intensive with an optional membership and service fees.
Aside from B4, all other services had some form of order ahead feature that allowed users to place orders either ahead of time or hold orders.
Defining the Concept
Once I was inspired by the features of my competitors, I set up to define my app concept by doing some low fidelity sketching. First, I started with the dashboard, which combined a user's air travel journey, then an item carousel plus checkout page to detail how said user would make a purchase. I added in the air travel aspect because I noticed no other competitor tracked the user's journey. From my research, many travelers said they were concerned with long wait times and anxiety about missing their flights so an in built tracker should help serve as a good reminder.
By the time I finished my concept, I came up with a hybrid delivery and boarding pass application.
Low Fidelity Sketches
Layover's Architecture
Site Map
Task Flows
Completing the site map, I created a range of task flows to show what type of actions can happen in the app. The most important flow will be the "Order Food" flow, as it's the main function it will have.
Layover's Mid Fidelity
Changes From Low to Mid Fidelity
Part 1: Placing an Order
The first flow is how to place an order in the user's current airport. In this case, IAD airport was used as the example. Early concept of a boarding pass feature and a purchase flow can be seen here.
Part 2: Selecting Order Ahead Location at the Next Airport
Part 2 introduces the first half of the "Order Ahead", flow where a user must select their location inside the airport where they want their item to be delivered.
Part 3: Ordering Ahead
Part 3 has our user ordering ahead to their next airport (LAX) even before they arrive. After selecting a location for delivery from part 2, they are able to pick a time of when they want their food to be delivered, or place it manually from the Dashboard (last panel to the right) for when they physically arrive.
Mid Fidelity Testing
Changes were made according to user frustrations. 5 users were interviewed from various backgrounds. Each test was conducted over video call with users sharing their screens and facial reactions.
Mid Fidelity Testing Results
Analysis
From testing, the Dashboard and the Check Out page that houses the "Order Ahead" feature appears to be the most confusing. My theory for this was because the hybrid modal, where I would merge the features of air travel (boarding pass), with food delivery UI, ended up misleading users.
Since there was no app on the market as of writing that has these two mental modals merged, I could only relay on my data and sketches to come up with a viable solution.
Branding
Introducing: Layover
Layover's UI was focused on simple colors and strong visuals. I specifically studied the appearances of other apps such as Doordash and Uber Eats, being inspired by their visual language.
Brand Logo
UI Kit
High Fidelity Creation
Fixes
The first version of the high fidelity was built with the following fixes according to mid fidelity testing:
The Dashboard screen received a redesign that emphasized the "food delivery" aspect of the app, however I still carried over the boarding pass feature from before. Boarding pass information can be extremely helpful at the airport for deliveries.
A removal of a pervious "Choose your location" from the mid fidelity. The decision to remove this feature was because the inclusion of the boarding pass also displayed the user's location.
LAX Save Order Feature
To fix the "Save Order" feature, I referred back to one of my competitive analysis (DFWOrderNow) for inspiration. They appear to have a "Hold Order" feature which I used here in the second screen shot. The term refers to holding an order until the user places it manually. Additionally, I also ordered a few order ahead times so users can pick and chose when the actual order will be sent to the kitchen for preparation.
Priority Revisions
After the high-resolution design was finalized, I conducted additional user trials to verify if the modifications had effectively mitigated their previous bottlenecks.
Changes to High Fidelity Based on Tests:
Colors were improved with more hi-lights such as the orange and lighter blues to help break up information.
The "Coupon Section" from the Check Out page has been moved upwards, so now it sits with the credit card payments.
Final Experience
After the final round of revisions, here is the final prototype with the included changes.
Next Steps & Reflection
When I first started this project, I was very excited at the prospect of exploring new mental modals, where I could combine two very different services. Food delivery and travel don't have much in common and so I was intrigued by the "what if" I combined two and what type of UX it could bring out.
It was challenge, as I had little real world examples to go off of, and the ones that did exist were either inaccessible or the service simply didn't exist in 2025. For example, I couldn't get AtYourGate to work so I based off my competitive analysis off of the few screen shots and videos I could find.
Aside from finding materials to refer to for my research, I was also wracking my brain over the "Order Ahead" user flow because between the mid and high fidelity tests, users were still confused by the "Hold Order" feature. That was until my last priority revision test where a user mentioned "Wish List" and I immediately went checked the flow for it and realized my current Order Ahead was very similar to it. From there, I took inspiration, and that was how I came to solve a hard problem that had been plaguing me for days. I'm truly thankful for the people who have worked with me to test this prototype, as these users have been the most important part of this project to guide me to where I am now.
For my next steps, I would once again do another interview and test session to help see if my current wish list is correct.