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User Journeys & Stories

Understanding our users' needs and experiences with OREL Vending machines

👥 User Personas

Persona 1: Sriya - The Busy Commuter

A university student who commutes daily via bus and needs quick snacks and drinks between classes.

Age 22 years old
Occupation University Student
Tech Savviness High - Uses mobile apps daily
Pain Points Long queues at canteens, limited time between lectures
Goals Quick food/drink access, cashless payment, healthy options
Frequency 5-7 times per week

Persona 2: Rajesh - The Office Worker

Mid-level manager at a corporate office who needs afternoon refreshments without leaving the building.

Age 35 years old
Occupation Corporate Manager
Tech Savviness Medium - Regular smartphone user
Pain Points Time-consuming trips to cafe, carrying cash
Goals Convenient access, premium products, quick transactions
Frequency 2-3 times per week

Persona 3: Nimal - The Transit Passenger

Long-distance bus traveler who needs refreshments during layovers at major transit terminals.

Age 42 years old
Occupation Sales Representative
Tech Savviness Low-Medium - Basic smartphone user
Pain Points Unreliable store hours, hygiene concerns, pricing transparency
Goals 24/7 availability, hygiene, clear pricing
Frequency 4-5 times per month

🗺️ User Journey Map: Sriya (Busy Commuter)

Scenario: Quick Snack Purchase Between Classes

Sriya has a 15-minute break between lectures and needs to grab a quick snack and drink.

1

Awareness

  • Sees OREL vending machine in corridor
  • Notices "Pay with OREL Tap" QR code
  • Observes other students using it
🤔
Curious
2

Consideration

  • Checks available products through glass
  • Sees clear pricing display
  • Compares to canteen queue length
  • Reads payment options (Cash/Card/QR)
🙂
Interested
3

First Purchase

  • Selects product by pressing button
  • Chooses payment method (Card)
  • Taps card on reader
  • Product dispenses immediately
  • Receives digital receipt on screen
😊
Satisfied
4

Repeat Usage

  • Downloads OREL Tap app for faster checkout
  • Adds funds to wallet
  • Scans QR code for instant payment
  • Uses 3-4 times per week
  • Saves 10 mins vs canteen queue
😄
Delighted
5

Advocacy

  • Tells friends about convenience
  • Shows them QR payment feature
  • Shares OREL Tap referral code
  • Posts on social media
🤩
Loyal Fan

Touchpoints

🏪 Physical Machine 📱 Mobile App (OREL Tap) 💳 Payment Terminal 📧 Email Receipt 🔔 Push Notifications 📱 Social Media

Pain Points & Solutions

Pain Point

Canteen queues waste 15-20 minutes of break time

OREL Solution

30-second transaction time, no queuing required

Pain Point

Need to carry cash for small purchases

OREL Solution

Multiple payment options: Card, QR, OREL Tap wallet

📈 Emotional Journey: From Curious to Loyal

Track how user sentiment evolves through their OREL Vending experience

Curious Interested Satisfied Delighted Loyal Fan
⏱️
<30s
Average Transaction Time
🎯
99%
Dispense Success Rate
📱
60%
OREL Tap Adoption

📝 User Stories

Epic 1: Basic Vending Machine Usage

US-001 HIGH PRIORITY
As a first-time user, I want to see available products clearly through the machine glass so that I can decide what to buy without using the interface.
Context

Scenario: Sriya approaches an OREL vending machine for the first time between classes. She's in a hurry and needs to quickly assess if the machine has what she wants before committing time to the purchase process.

Current Behavior: Traditional vending machines often have dim lighting or unclear pricing, forcing users to interact with the interface just to browse options.

Expected Outcome: Sriya can see all available products, their prices, and stock status at a glance, making a purchase decision in under 5 seconds.

Real-world Example: A student with only 5 minutes between classes can immediately see that the machine has her preferred energy drink in stock for LKR 150, without touching any buttons.
Acceptance Criteria:
  • All products visible through tempered glass front panel (15mm thick, anti-vandalism)
  • LED lighting illuminates products evenly (5000K daylight temperature, 1200 lumens)
  • Price tags clearly displayed below each product (3cm × 5cm LCD displays)
  • Stock availability indicated by illuminated shelves (green = available, red = sold out)
  • Product names and nutritional info visible on packaging or adjacent displays
Effort 3 Story Points
Business Value High
Dependencies Hardware Design, LED System
US-002 HIGH PRIORITY
As a cashless user, I want to pay with QR code using OREL Tap so that I can complete purchases without cash or cards.
Context

Market Insight: 67% of university students in Sri Lanka prefer mobile payments over cash. QR payments via apps like OREL Tap are growing 45% YoY.

User Pain: Carrying cash for small purchases is inconvenient. Card transactions can be slow and require physical card insertion.

Solution: QR code scan from OREL Tap app initiates payment instantly, completing transaction in under 5 seconds.

Real-world Example: Sriya opens OREL Tap, scans QR code on vending machine, confirms LKR 120 purchase with her PIN, and receives product within 3 seconds. She never touched cash or a card.
Acceptance Criteria:
  • QR code displayed on 7-inch touchscreen in prominent location
  • QR code updates every 30 seconds for security
  • Machine recognizes payment within 2 seconds of scan
  • Digital receipt sent to app immediately after transaction
  • Fallback to card payment if QR scan fails
  • Works offline - queued transactions sync when connection restored
Effort 8 Story Points
Business Value Very High
Dependencies OREL Tap Integration, Payment Gateway

Epic 2: Product Selection & Dispensing

US-003 MEDIUM PRIORITY
As a user with dietary restrictions, I want to filter products by category (healthy, vegan, etc.) so that I can quickly find options that meet my dietary needs.
Context

User Research: 34% of university students have dietary restrictions (vegan, halal, gluten-free, low-sugar). They spend 2-3x longer at vending machines searching for suitable options.

Competitive Advantage: Most vending machines have no filtering. Adding this feature differentiates OREL and serves underserved market segments.

Real-world Example: A vegan student taps "Vegan" filter on touchscreen. Machine highlights 8 vegan options (plant-based drinks, nuts, fruit bars) with green borders, hiding non-vegan items. Selection time reduced from 2 minutes to 15 seconds.
Acceptance Criteria:
  • Touchscreen displays filter buttons: All, Healthy, Vegan, Halal, Gluten-Free, Low-Sugar
  • Selecting filter highlights matching products on physical shelves with LED borders
  • Non-matching products dimmed but still visible
  • Filter can be combined (e.g., Vegan + Low-Sugar)
  • Clear "Reset Filters" button
  • Product database includes accurate dietary tags verified by suppliers
Effort 13 Story Points
Business Value Medium-High
Dependencies Product Database, LED Control System