This study examines the practical implications of emotional and time constraints when placing an order through a self-service kiosk in high-pressure public environments, such as stadium events. To achieve this, a mixed-methods approach was used by combining naturalistic observation, interviews, and both low- and high-fidelity user testing. The research findings reveal that users prioritize fast decisions rather than qualitative ones, highlighting the importance of clear, step-by-step flows and minimalist designs. Additionally, key design patterns were identified, including visibility, large buttons, image recognition, and distinct components for different tasks. All of them have been proven to improve efficiency and decision-making, reduce errors and cognitive load, and enhance user confidence. These findings have direct implications for designing in high-pressure environments, offering practical guidelines for improving the user experience. Finally, group dynamics played a significant role in the research. Groups usually include a leader who takes charge of the order, while other group members observe and share their thoughts, and are more likely to get distracted. To ensure all members are on the same page and enhance group decision-making, system visibility and seamless, step-by-step flows were identified as essential. Overall, this thesis contributes to the field of Human-Computer Interaction by providing practical guidelines for enhancing user experience in emotionally charged and high-pressure environments, such as stadium events.
