Background

Union’s Venue Operating System (VOS) streamlines guest-led ordering, tab management, and rewards programs for busy hospitality clients—helping high-volume bars and restaurants serve more guests, boost check sizes, and deliver unforgettable experiences.

When a new venue signs on, they receive an installation package that includes a shipment of physical hardware paired with an online installation guide. However, according to customer feedback, the setup was hard to navigate, and customer service calls were frequent during the installation period. Additionally, the design didn’t match Union’s new modern brand design and bold, irreverant tone of voice.

Union saw an opportunity to address two issues at once: help users with ease of setup, and incorporate the design system and brand voice of the new style guide.

Union

Team

Ashley Austin, Designer & Illustrator
Anneliese Klainbaum, Content Strategy
Layne Cox, Chief Marketing Officer

Deliverables

27-page Digital Installation guide
Digital sales tools
Print collateral
Series of 20+ custom hardware illustrations

Tools

Figma
Adobe Creative Suite

Previous Installation Guide

(excerpts)

The original installation instructions sometimes led to confusion for new clients in the set-up phase, and had generic branding.

Screenshot of a hospitality platform setup guide with a blue header, white text, and images of various devices including a terminal, KDS, POS iPhone, Epson m30, Epson U220, and cash drawer.
A wiring diagram illustrating the connection between networking devices, cash management systems, and point of sale hardware with a legend explaining power outlets and Ethernet ports.
Instruction guide for setting up UnionFlex with a cash drawer, including diagrams of the printer connections and a QR code for watching a video.

New Brand Guidelines

An outside agency created an excellent design system for Union - however, it hadn’t been rolled out to any of the onboarding or sales collateral.

A slide with the word 'union' in bold purple letters on a black background, labeled 'Brand Guidelines' with a date of February 3, 2022.
A presentation slide with the phrase "OWN THE NIGHT" in large white and blue text on a black background, and smaller text below that reads "The growth platform for the best bars in Austin."
A page from a color palette guide showing black, off-white, gray, white, blue violet, chartreuse, and berry red with their respective color codes, RGB, Pantone, and CMYK values.

New Installation Guide

Working within the new design system, I created a step-by-step installation guide for Union’s hardware system.

An iMac computer screen displaying instructions for self-installation of Union hardware, with text welcoming to Union and mentioning support available 24/7.

Client Feedback

After 3 months, 100% of the venues that have used the new guide (approximately 40-50 new users) have reported an easy, seamless install. In a perfect world, I’d have an opportunity to dig a little deeper on the usability, but as a consultant who doesn’t always have access to data, receiving overwhelmingly positive feedback is a big win.

The client also shared this note in a recent LinkedIn post:

A blurred screenshot of a letter praising a team's implementation of software, mentioning the software's outstanding quality and the team's supportive attitude.

Features

  • New design reflects new design system, with consistent brand voice

  • Table of Contents & separate Sections bring a layer of organization and clarity

  • Clear language and simplified technical illustrations lower cognitive load

  • Color-coded hardware and cords align with set-up instructions

  • Coordinating sales materials solidify the brand voice, inspiring confidence and trust with new users

Partnering with content strategist Anneliese Kleinbaum, we incorporated Union’s cheeky, casual brand voice — befitting the nightlife-centric clientele — with bold typography.

Table of contents page from a manual or guide, listing sections such as Pre-Install Checklist, Equipment List, Hardware Configuration, connecting a Union Router to an Internet Source, setting up POS stations, kitchen station setup, testing an order, and support.
Instructions for connecting a Union Router to an internet source, including steps to run power, connect the router to the internet source with an Ethernet cable, and confirm connectivity with blinking blue lights.
Diagram of hardware configuration for a POS system with internet source connected to a router, which links to two receipt printers, each with a cash drawer, multiple display tablets, and a kitchen printer. Symbols indicate wireless devices, power outlets, Ethernet cables, and cash drawer cables.
Slide with text 'Set Up Kitchen Station' in bold blue font on a white background.
Instructions for setting up a kitchen display system, including connecting a power cord to a power brick and mounting the display, with a QR code for mounting instructions.
Step-by-step instructions for setting up a kitchen station by connecting a kitchen printer to a router, including accessing ports, running power, and connecting a network cable.
Page of a printer setup guide with instructions to install an ink ribbon, including illustrations of the printer front cover, ink ribbon, and the printer itself.
Instructions for loading printer paper, including loading a paper roll, advancing the paper, and printing a network status report, with illustrations of each step.
A support service ad with bold text saying 'WE'RE HERE TO HELP', a line in blue saying 'We've got you covered 24/7', and contact information including phone number, email, and support options.
Diagram of a water cooling system with a radiator, pump, and cooling tubes.

Hardware Illustrations

Diagram of a device connected to a power outlet showing an internal mechanism with a suction cup, metal rods, and wires.
Diagram illustrating the setup process for a printer or similar electronic device, including removing the protective cover, installing or replacing a roll of paper, and connecting power and cables.

Cords & Accessories

Diagram of electronic components including a router, kitchen display, terminal, and their respective power supplies and accessories.
Diagram showing various items for printers and cash drawers, including power supply, power cord, Ethernet cable, paper roll, ink ribbon, cash drawer with power supply and keys.
Six numbered blue circles labeled 1 through 6 arranged in two rows, three in each, followed by three colored blocks labeled "union" with icons: a power plug, a Wi-Fi signal, and a dollar bill with coins.
Three pages of documents related to a union, including a merchant agreement cover page, a document with headings and body text, and a table of contents or menu.

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