Role: Lead UX Designer
Company: Cyntra.AI
Timeline: 2023-2024
Tools: Adobe XD/Figma, Adobe Illustrator, Miro, Notion
Launched in: Wendy’s India, Shoppers Stop, Rhino Rugby
Company: Cyntra.AI
Timeline: 2023-2024
Tools: Adobe XD/Figma, Adobe Illustrator, Miro, Notion
Launched in: Wendy’s India, Shoppers Stop, Rhino Rugby
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Project Overview
As Lead UX Designer for Breez, I spearheaded the development of an innovative kiosk software solution designed to transform self-service experiences across food ordering and retail environments. Breez provides businesses with a cost-effective alternative to existing market solutions while significantly enhancing usability and reducing customer wait times.
The Challenge
The self-service kiosk market was saturated with solutions that were either prohibitively expensive or compromised on user experience. Our challenge was to develop a system that would create an intuitive interface minimizing transaction times while designing a flexible template adaptable to diverse QSR and retail environments. We set out to build a better experience that felt intuitive, fast, and accessible, while also offering AI-powered features that actually helped.
Final product design of kiosk
Research & Discovery
I identified key pain points in current kiosk experiences through competitor analysis and user observation. This revealed opportunities to improve transaction completion times and reduce abandonment points while addressing accessibility barriers in existing implementations.
Without direct access to users, I leaned on:
•Competitor analysis (McDonald's, Toast, Square kiosks)
•Conversations with my boss (based on client interactions)
•Industry pain points from prior kiosk audits
What I found:
•Confusing flows = lost revenue
•People want speed, clarity, and guidance
•Clients need customizable, branded interfaces
Insight: A successful kiosk needs to feel intuitive even to first-time users and also fast enough to avoid a line.
Design Process
Ideation & Conceptualization
Based on research insights, I developed frameworks addressing both user and business needs. I explored innovative approaches to information architecture and interaction patterns that would minimize cognitive load during the selection process.
Design Development
I designed core flows for two key scenarios:
1. Restaurant Ordering – Menu browsing, item customization, checkout
2. Retail Checkout – Scanning items, promotions, payment
High-Fidelity Design
Using Adobe XD, I built a modular UI system:
•AI-enhanced product suggestions
•Dynamic promotional cards
•Multi-language + accessibility support (e.g. high contrast mode)
•Interactive menu item customization
User-end basic ordering flow
Testing & Iteration
We tested Breez internally and presented it in live demos to potential clients. Their feedback directly shaped:
•Simplified category navigation
•Enhanced visual contrast for accessibility
•More forgiving error states and recovery screens
These feedback loops, even without end-users, led to fast, meaningful iterations that made the system demo-ready and production-friendly.
Real-World Results
Wendy’s India
Wendy’s implemented Breez kiosks to address challenges like inefficient order management and limited real-time analytics. The solutions included:
•Self-Service Kiosks: User-friendly interfaces with loyalty program integration.
•Order Management System: Streamlined ordering processes.
•Real-Time Analytics: Utilized Cyntra's Astra (backend analytics) platform for informed decision-making.
Resulted in improved order accuracy, reduced wait times, and enhanced operational efficiency.
Shoppers Stop
Shoppers Stop adopted Cyntra's Breez retail solution, leading to:
•Over $8.5 Million: Processed in transactions within a year.
•Decentralized Checkout: Eliminated long queues, enhancing customer satisfaction.
•Real-Time Inventory Management: Integrated with SAP S/4HANA.
•Enhanced Membership Profiles: Enabled personalized customer experiences.
Retail shopping concept
Takeaways
Leading the Breez project honed my ability to:
•Navigate Ambiguity: Translating abstract concepts into tangible designs.
•Design for Flexibility: Creating systems adaptable to various industries and brands.
•Prioritize Accessibility: Ensuring inclusive experiences for all users.
•Collaborate Effectively: Working cross-functionally to bring a product from concept to launch.