in line
Long lines destroy the cafe experience
During peak hours, wait times at a standard café can exceed 8 minutes just to place an order. That means friction, frustrated customers, and lost sales. The traditional counter-service model simply doesn't scale.
Long wait times
Customers spend more time queuing than enjoying their coffee, especially during rush hours (7–9 AM and 1–2 PM).
Social pressure to order fast
With a line behind them, customers rush their order and default to the usual — or pick something impulsively they didn't really want.
Errors in complex orders
Drinks with multiple customizations (temperature, milk type, shots) are prone to miscommunication between barista and customer.
Customers who leave without buying
A visible queue from the entrance deters potential buyers during peak hours, representing uncaptured revenue.
8 MINUTES
Design Process
Who uses Cielito Express?
Three user archetypes emerge from the product context. Each has distinct motivations, behaviors, and pain points that guided design decisions.
Valeria, 27
Primary user
"I already know what I want. I just need it not to take 10 minutes"
Orders coffee 4–5 times per week at the same café
Has 15 minutes between meetings to pick up her order
Gets frustrated having to repeat her customized order every time
High adoption of digital payment apps
Diego, 21
Secondary user
"I want to browse the menu without the cashier rushing me. And without cash"
Visits the campus café 2–3 times per week
Rarely carries cash; uses payment apps exclusively
Likes trying new drinks but needs time to decide
Feels pressured when there's a line behind him
Valeria, 27
Tertiary user
"If it's easy and I don't have to download anything, great.
Moderate tech adoption — uses apps only if they're intuitive
Values visual order confirmation before paying
Would prefer not to create an account for a one-time order
Requires the system to be simpler than the line, not more complex
The solution viewed through the usability
principles.
Evaluation of the kiosk against Nielsen's heuristics to validate that the design meets recognized usability standards.
Visibility of system status
Cart shows items and total in real time. Payment confirmation is immediate with order number.
Match between system and real world
Café iconography and language. 'Temperature', 'oat milk', 'extra shot' — terms the user already knows.
User control and freedom
Cart editing at any point before payment. Ability to modify customizations without losing other items.
Consistency and standards
Primary action buttons in the same position across all screens. Consistent color palette as a signage system.
Error prevention
Confirmation before payment with complete summary. Unavailable products visually marked, not selectable.
Recognition over recall
Product photos in the menu. Order history to reorder with one tap without remembering the configuration.
Aesthetic and minimalist design
Each screen shows only the information needed for the current action. No distractions or visual noise.
Help and documentation
First visit with contextual tooltips. Accessible password recovery and clear reset flow.
Metrics that matter, for both the customer
and the business
By removing the queue from the ordering process, Cielito Express simultaneously improves the user experience and the café's business metrics.
-70%
Reduction in order wait time
+25%
Increase in average ticket per customer
x3
Simultaneous service capacity vs counter
Built to scale without operational complexity
UI
User interface (Web App)
Responsive web app built on Base44. Works on the customer's device without installation.
API
Business logic and orders
Real-time menu management, customization configuration, price calculation and order creation. Payment system integration.
DATA
Database and operations
Storage of products, users, order history and inventory. Real-time availability updatable by the operator.
Key design decisions
No native app: the kiosk runs from the phone browser, eliminating the download barrier for the occasional customer.
3-screen flow: screens between 'view menu' and 'order confirmation' were minimized to maximize conversion.
Dual mode: the customer can use their own phone or a fixed tablet at the counter, without changing the experience.
Real-time menu: the operator can instantly disable out-of-stock items, avoiding the classic 'we don't have that' after ordering.
The café of the future has no line.
Cielito Express proves that digital transformation in food service doesn't require expensive infrastructure or radical operational changes: just putting control in the customer's hands at the right moment.