Design Objective
To design an interactive device that caters to the restaurant services and customer connect.
This device improves the customer experience at the restaurant with various features.
A detailed activity study was done with contextual enquiries & task analysis.
The device would save time, decrease confusion, provide added information, & recreate the customer during order wait time.
This would also add to brand value of the restaurant.
User Research Surveys
As restaurants become increasingly busy, waiters and waitresses are finding themselves with having to reduce the level of customer service in order to balance their higher volume of customers.
We believe it is time to replace the archaic use of paper and pencil with the digital technologies that are currently available. Information technology has revolutionized how we work and applying that trend to the restaurant industry is a logical next step. For this various types of restaurants were studies like a typical veg. restaurant, a thematic restaurant high class and trendy ones. Majorly these restaurants are completely jammed up during weekends and comparatively less on week days. And the time period at which it is majorly crowded is night than the afternoon .
Approx. 15 to 20 restaurants with 40 people were interviewed. There was also an active learning by observing the customers during their actual activities at the scenario.
A ' Complexity V/S Efficiency' aspect was very clearly felt.
I realized that the existing scenario lies at point A.
The need is to get it to point B.
i.e. as the complexity needs to be decreased, the efficiency needs to increase.
Personas & User Journey
1: Mr. Amod has planned to visit a on a Saturday evening along with his family. What he has in mind is a multi cuisine restaurant.
2) He discusses the restaurant, with his family.
3A) Checks at Zomato
3B) Drives to the restaurant.
4) After valet parking, he enters the restaurant with hope to get a great place to sit. Escorted by waiters, he is taken to a decent dining table.
5) The restaurant is a theme restaurant, and has very good service.
6) Amod has already visited here at least 5 times, and was 1st recommended by his friend. The interiors have been renovated, and has a fresh style.
7) Amod collects the menu card, and checks for food details & offers.
8) The family discusses with waiter for few mins, but cannot conclude. His family has various requirements, but waiter is missing.
9) The ambience is filled with great food aroma. That makes him and family more hungry.
10) Kids play around and create disturbance.
11) Family recalls waiter and orders with uncertainty.
12) Gets impatient for food.
13) Family enjoys food, but with identified areas of improvement.
14) Pays bill and shares written / verbal feedback.
User Journey
I mapped out the users’ steps to see how I could simplify their journey to help them reach their most important goals with the product.
•During user research, we realized that there was an inter-dependence of context aspects that impacted decision making. User journey helped us understand that well.
•The most important user goal on the map was not transit from start point to end point, but it was the convenience of time, effort and certainty of travel from start point to end point.
•We determined the steps of the user journey through user research.
•While building user journey, it was realized that additional infra of GPS systems, on-site digital bus stop boards, was also required along with mobile app.
Card Sorting :
This process enabled easy grouping of data.
Wireframing:
The wireframes were low fidelity type. These were used as paper prototypes later to get a user feedback.
The landing home page consist of primary task features, i.e. nearby stops/buses, search a bus, booking a bus, bookmarks, scheduler and travel history.
