TABLET APP FOR RESTAURANTS
A tablet application that speeds up restaurant services, and enhances customer experience
In this project, we explored some common pain points of restaurant goers. The most common problem was wait time at nearly all stages of the process: walking in to a restaurant, waiting for the waiter to attend the table, waiting to get food, and billing. On a busy day, there might be wait times at every stage. However, the reported wait times were usually only at some stages, and not all at once.
The research process involved interviews and field observations at restaurants.
To gain an understanding of people's behaviours and understand any problems in the entire restaurant system, we conducted obsevations. My two teammates and me each went to separate restaurants and took down notes. We later met up and walked through our notes and narratives.
Understanding research data
We used Affinity Diagrams to classify raw research data in related groups. With this we were able to narrow down our findings to their core categories.
Flow models helped us undestand how these different elements relate to, and affect each other.
To represent our target users, their concerns, and requirements by making personas. Our target users are familiar with technology like smartphones tablets, and the internet. They are the ones who eat out more frequently either for regular meals, or for leisure. The personas represent this target demographic very accurately.
We brainstormed over 60 different solutions to solve the problems related to waiting time and process efficiency. We drew up storyboards to get a sense of how our ideas would play out in the real world.
From our research, we found that our solution needed to address the most common pain point - which was wait times in general, and especially during rush hours. Our solution to reduce wait times was an overall improvement in the system process, and using technology to accomplish this. Another solution was to make the wait times appear to be lesser. Our solution could also be used to alter the perception of waiting inside the restaurant.
We came up with a system that is connects the table, billing, and kitchen - A Tablet application running on a tablet placed on the surface of a table.