What is our restaurant? Generic chain-store with table service
P.O.V. of waiter
Existing experience
- welcome
- take to table
- take order
- deliver order
- clean table
- take payment
External factors
- customers
- cooking staff
- other waiters
- restaurant business
- management
Internal factors
- tired/sick
- emotional state
- workload
- pay
- work satisfaction
What could be enhanced/augmented/supported with technology?
- ideas (reduce role of waiter)
- ipad ordering - reduce number of tasks
- strip lighting to seat
- deliver order via device like sushi train or buzzer to collect food or robotic cart
- app payment
- self cleaning tables
- electronic ordering to reduce errors and tie order with table
How would introducing technology change experience?
- less for staff to remember
- less order errors
- wireless means order could go straight to kitchen without waiter physically going there and also that orders are already 'rung-up' for when cutomer goes to pay
What experience scenarios might you test?
- prototype that lets wait staff record orders on an ipad but that doesn't have other funcationality included like sending orders to the kitchen.
- waiters could interact with the interface to record orders and different interfaces could be tested to find out what elements are work/don't work
P.O.V. of customer
Existing experience
- arrive and are seated
- browse menu
- order
- wait for food/drinks
- eat
- maybe order dessert
- pay
- leave
External factors
- wheather
- traffic
- parking
- time of day
- people you are with
- ability to make a booking or just turn up
- time to get seated
- business of restuarant
- time to order
- tiime for food to arrive
- experience of noise (children, loud music)
Internal factors
- how hungry you are
- how much time you have
- how much money you have/want to spend
- dietary needs
What could be enhanced/augmented/supported with technology?
- mobile app to increase efficiency to place an order
- show image or dish and ingredients
- incorporate payment
- vote on dishes
- give quick review
- app: allow restuarant to input all meals with ingredients that users could filter by what they didn't like or what they are allergic to
How would introducing technology change experience?
- more accuracy on ingredients (ie vegetarian dish but uses fish sauce)
- allows users to view and choose at leisure rather than asking wiater lots of questions
- ease of choosing restuarnt you know will have something you can eat
What experience scenarios might you test?
- two options, paper menu with symbols (vege, gluten free) and app that allows users to filter
- test user opinions on ease of ordering and whether it imporves their expereince
P.O.V. of chef
Existing experience
- get to work
- prep
- cook
- some clean
- some ordering of ingredients
- manage multiple meals at once
External factors
- arriving at work on time
- number of customers
- number of waitstaff
- changes to menu
- special orders
- availability of ingredients
Internal factors
- tired/sick
- emotional state
- workload
- pay
- work satisfaction
- expereince
What could be enhanced/augmented/supported with technology?
- electronic ordering
- streamline cooking workflow
- table tell if diners are finished one meal and ready for next
- screen display with orders and timing and orer status (e.g. prep, pre-cooking, cooking, plating)
How would introducing technology change experience?
- streamlined workflow
- quicker turn around on orders
- greater tansparency of time needed and order status
- ease to serve whole table at once
- reporting
- can track meal inventory (and when they will run out)
What experience scenarios might you test?
- small setting test with reduced cutomers and menu
- increase load to see if there is a point of business where it is not helpful
No comments:
Post a Comment