01 — Overview / Context
What was the problem we were solving?
Zenblen deployed robotic smoothie kiosks in gym environments to offer health-conscious, freshly blended nutrition options for gym-goers. Despite customer interest in healthier options, the kiosks struggled with low interaction rates. Our mandate was to understand why and to design solutions that could meaningfully shift behavior.
Kiosk placement did not offer any differentiation
No communication of the benefits to the users
Low trust in a new technology for nutrition and food.
02 — Research / Barriers
What did we learn from users?
We utilized a behavioral design approach, conducting deep qualitative research to understand gym-goers' motivations and adoption barriers. Some truths we discovered about the lived-experiences and expectations of customers' needs include:
350+
minutes of observation sessions
12+
contextual interviews conducted
45+
intercept conversations
2+
surveys completed
Key Barriers Identified
Gym-goers want snacks that clearly show how they're made and the real nutritional benefits they offer.
Lack of familiarity with new technology and products reduced trust and willingness to try them.
Gym-goers preferred their routines and didn't want to break patterns to interact with new solutions that were untested.
Different routines drive different nutritional needs, influencing how customers select snacks.
[ Reframe hero image — fresh ingredients ]
03 — Reframe / How Might We
How Might We
Support customers' fitness journeys and nutritional goals by anticipating priorities and building trust within the product experience.
/ Solution /
Building credibility and reducing behavioral friction at the moment of choice through transparency, clarity, and routine-aligned design.
Design Principle #1
Prioritizing benefits communication
to convey nutritional value from fresh ingredients.
Design Principle #2
Addressing integration
into existing lifestyle and workout routines.
Design Principle #3
Offering customization
that helps address diverse user preferences and needs.
Design Principle #4
Inspiring trust
in customers and aspirants around the new technology and products.
04 — Interventions
What did we design to address this?
Information Design
Surface key ingredients and nutritional macros to build awareness and knowledge.
We added a drawer to show nutritional details that highlights ingredients and macros, helping customers learn more and make informed smoothie choices.
Interactive Process
Tackling perception of wait time and easy ordering mechanisms to reduce barriers to action.
To reduce perceived wait time, we introduced interactive content that lets users explore their smoothie details and participate in a rewarded survey while they wait.
Choice Architecture
Customization features for protein and flavors that increase interactions.
Based on user preferences and dietary needs, we enabled customization of protein and milk types and displayed quantities, information and macros to support their health goals.
Design For Trust
Added an FAQs and reviews drawer to explain product function, sourcing, and consumer feedback.
We added more context on how smoothies are made and designed the kiosk with a transparent shield so users can see blending and cleaning in real time. Community-sourced reviews further build familiarity and trust.
05 — Design Process
06 — Impact
What changed as a result?
2x
Doubled The Engagement Rate
Customers positively responded to the digital redesign, achieving a 90% user engagement success rate with the kiosk in a span of 2 months.
36%
Sales Growth in 3 Months
Smoothie sales increased by 36% over a three-month period. Sales skyrocketed by 150% at a new hospital location.
10+
Product Expansion
The product's redesign contributed to over $1M in funding to scale to up to 10 new locations across gyms, universities and residential complexes.
07 — Learnings
What would we do differently?
Learning 01
Regular Usability Audits With Real Users
Prioritizing iterative and continuous usability audits, formally with customers and informally internally.
Learning 02
Understanding + Including Back-End Stakeholders
Understanding the technical product, operations flow deeply and involve them in brainstorming workshops.
Learning 03
Service Design Approach To Product Problems
Developing strategy for all touch-points and different stages in the same roadmap to achieve aligned improvement.