To customers
- Get detailed food profile when they order menu
- Get more reliable ordering experience
- Give any feedback to restaurant more easily and comfortably
- Get chance to engage in restaurant improvement
- Get better food and services in the restaurant
To restaurant
- Reduce some mistakes when waiter serve food for customers by putting the menu number sign on the table
- Get valuable feedback from customers and use it for improvement of food and services in the restaurant
- Get more regular customers by thoughtful customer management
- Get chance to improve restaurant image
2013년 5월 6일 월요일
13. Three main things of this service
1. Improving customers’ ordering experience
When a menu in the restaurant has just simple descriptions of each food, It make customers difficult to choose menu. At the same time, customers do not want to read
all descriptions of food on the menu.
One of the interesting things is that people often wonder about the food which people of next table are eating, but usually they could not get any information about the food.
In this service, customers could get information of the food which next table’s people are eating by getting the number of menu on the next table. It will be more reliable information because it is direct and sensible.
If not, customer could get food profile much faster by accessing our smart phone application system through the QR code after checking menu number.
2. Getting feedback from customers
After eating, customers could leave comments about the food or service of restaurant through the QR code.
The comments can be used for other customers when they choose the menu.
Also restaurants could use the comments to improve their food taste and services.
3. Customer management
After improving food or services based on customers’ feedback, e-mail will be sent to customers to let them know about restaurants’ recent improvements. It will make customers to return to the restaurant again and again.
When a menu in the restaurant has just simple descriptions of each food, It make customers difficult to choose menu. At the same time, customers do not want to read
all descriptions of food on the menu.
One of the interesting things is that people often wonder about the food which people of next table are eating, but usually they could not get any information about the food.
In this service, customers could get information of the food which next table’s people are eating by getting the number of menu on the next table. It will be more reliable information because it is direct and sensible.
If not, customer could get food profile much faster by accessing our smart phone application system through the QR code after checking menu number.
2. Getting feedback from customers
After eating, customers could leave comments about the food or service of restaurant through the QR code.
The comments can be used for other customers when they choose the menu.
Also restaurants could use the comments to improve their food taste and services.
3. Customer management
After improving food or services based on customers’ feedback, e-mail will be sent to customers to let them know about restaurants’ recent improvements. It will make customers to return to the restaurant again and again.
12. Prototyping
Customers could get menu information much easier and faster and remain some feedback about served food and other services of restaurant. It makes customers to engage in the restaurant improvement, and served to return them again to the restaurant.
The restaurant also could improve their food and services using the feedback.
10. Service blueprint
In this service, service provider will provide their customers(restaurants) these things.
- Smart phone application system including customer account and points system
- Menu database
- QR code and numbering for each menu and small signs for them
- Storing and maintaining feedback data
- Managing feedback and sending e-mail to customers
9. Service map
Through interviews and some experience of people, I found that people often wonder about the food which next table’s people are eating. If people could get the information when they order menu, it will be more reliable information because it is direct and sensible information.
In this service design proposal, I tried to focus on this point.
Customers could get information of the food which next table’s people are eating by getting the number of menu on the next table. If not, customer could get food profile much faster through the QR code after checking menu number.
After eating, they could leave comments about the food or service of restaurant through the QR code. The comments are used for other customers when they choose the menu.
Also restaurant could use the comments to improve their food taste and services.
Lastly, by sending e-mail to customers about some improvement of restaurant, they could get regular customers more.
8. Additional research
When people do not have any information & experience of some kinds of food,
how could people decide their menu more easily and efficiently?
* Inamo-restaurant : interactive ordering system
http://www.inamo-restaurant.com/pc/gallery-videos.php
This restaurant is using interactive ordering system, E-Table™. Diners place orders from an illustrated food and drinks menu projected on to their table surface.
* eMenu : interactive restaurant menus
http://www.emenuworld.com/emenu/product_65
http://www.emenuworld.com/gizmos/tablets_37
* How people respond to bad restaurant service?
http://oregonwomensreport.com/2011/01/how-people-respond-to-bad-restaurant-service/
My questions are :
How could provide the information of food more easily and simply?
How could minimize the investment of restaurant?
How could provide more reliable information for customers?
What is the sure method to choose menu successfully for customers?
7. Friction points
I found several friction points based on three people's user experience.
The biggest problem area is "checking menu and ordering food."
When people are unfamiliar with menu, they could not decide menu easily.
Also, restaurants have not much information about their menu, so customers should ask waiter when they have any question about menu.
Therefore. opportunity is to design a service that can rolled out to a number of restaurants to improve customer ordering experience.
The biggest problem area is "checking menu and ordering food."
When people are unfamiliar with menu, they could not decide menu easily.
Also, restaurants have not much information about their menu, so customers should ask waiter when they have any question about menu.
Therefore. opportunity is to design a service that can rolled out to a number of restaurants to improve customer ordering experience.
6. Relationship mapping
I am interested in the relationship between one of the customer and the other customers
in a restaurant. We often wonder which menu they are eating because the food looks delicious.
4. Tim's user journey map : Chinese restaurant
During interview with him, he also said about some experience in Kenya.
Surprising thing is that there is no description or picture in some restaurant of Kenya.
So, customers should ask waiter about menu.
Also, Tim's experience in the Chinese restaurant was not good. They did not have a wide range of choices of menu, and there is no heating even it was cold winter.
It is Tim's user journey map.
Surprising thing is that there is no description or picture in some restaurant of Kenya.
So, customers should ask waiter about menu.
Also, Tim's experience in the Chinese restaurant was not good. They did not have a wide range of choices of menu, and there is no heating even it was cold winter.
It is Tim's user journey map.
3. Hyori's User Journey map : Chinese restaurant
The interview with Hyori was very interesting.
She told me very detailed experience about the Chinese restaurant.
She also said,
"Actually, I really did not know what should I order. I should read all descriptions of food on the menu. The food which people of next table were eating looked delicious, but I did not have any information about the food - I felt left out."
It is Hyori's user journey map.
She told me very detailed experience about the Chinese restaurant.
She also said,
"Actually, I really did not know what should I order. I should read all descriptions of food on the menu. The food which people of next table were eating looked delicious, but I did not have any information about the food - I felt left out."
It is Hyori's user journey map.
2. My user journey map : Italian restaurant
One day evening, I went to an Italian restaurant with my friends two months ago.
The restaurant was in front of Glasgow city hall, and it was very busy.
I like to eat Italian food, so I expected a lot.
However, my experience in the restaurant was not so good. We did not have enough room for six people and food amount was so small. We had to order side dishes.
After eating, I thought that food price is not appropriate. Considering the taste and amount of food, it is overpriced. Also when I choose menu, it was difficult what should I order because their menu was not familiar for me.
It is my user journey map based on this experience.
The restaurant was in front of Glasgow city hall, and it was very busy.
I like to eat Italian food, so I expected a lot.
However, my experience in the restaurant was not so good. We did not have enough room for six people and food amount was so small. We had to order side dishes.
After eating, I thought that food price is not appropriate. Considering the taste and amount of food, it is overpriced. Also when I choose menu, it was difficult what should I order because their menu was not familiar for me.
It is my user journey map based on this experience.
1. Brief about topic : eating out at foreign restaurant
Sometimes we want to eat special food which has a little bit different taste, not familiar food which we eat every day. There are many different kinds of restaurants of other countries such as Chinese, Italian, and Korean, and we go there from time to time.
Also, sometimes we take a trip to other countries and try to taste their traditional food.
In these cases, how was your experience when you go to unfamiliar restaurant?
Did you like the atmosphere of that restaurant? Was not it hard to select and order menu?
Did the food you ordered have the same taste and looks as you imagined?
Was not the way to eat different from your familiar way?
This project tried to find out and offer better service for customers of foreign restaurant,
as above cases, after studying existing service that user experiences.
Also, sometimes we take a trip to other countries and try to taste their traditional food.
In these cases, how was your experience when you go to unfamiliar restaurant?
Did you like the atmosphere of that restaurant? Was not it hard to select and order menu?
Did the food you ordered have the same taste and looks as you imagined?
Was not the way to eat different from your familiar way?
This project tried to find out and offer better service for customers of foreign restaurant,
as above cases, after studying existing service that user experiences.
피드 구독하기:
글 (Atom)