What is the existing experience? From different
stakeholder P.O.V.?
A customer's point of view:
1. I (the customer) walk in. I get greeted and asked by the waiter how many seats do i need.
2. I'm walked into my table. And menus were given to me by the waiter.
3. We (my significant other and I) took our time to choose the food to order.
4. I called for the waiter's assistance and with their help we ordered our food.
5. Then we wait for the food to be served to us.
6. We finish eating and ask for the bill from the waiter.
A waiter's point of view:
1. I (the waiter) greet new customers that walk in. Ask for how many seats do they need and ask them to wait if there are no current available seats. If not, I'd walk them into their seats.
2. I pass the menus to the customers.
3. I wait and give the customers some time to decide on the food. I approach them if they ask for me or after 10 minutes of wait.
4. I pass the order to the kitchen team where they will take care of the cooking part.
5. I take the cooked food and present it to the customer.
6. Coming up with the bill and handing it to the customer.
7. settle the payments and pass small titbits/ goodies to customer. and say thanks with gratitude.
What external/internal factors impact on the experience?
- on a specific day, how many waiters are working in the restaurant and with this same exact number of workers, how many people do they serve in an hour in the same day.
- another factor that can impact the experience is during rush/peek hours of the restaurants, say 12pm or 7pm where there will be many customers in the restaurant.
What aspects of the existing experience could be
enhanced/augmented/supported with technology?
- one way to improve the experience of ordering food is to provide a touchscreen tablet such as an ipad or note 8.0 with a dedicated app for customers to order food. Many modern resaturants such as sushi restaurants are already using this technology. it saves time and saves cost as they dont have to hire many waiters, although alot of of cost have to be spent on the tablets and the maintenance of it.
- another technology could be having the eptfos/debit card payment machine in every table, so customers would not have to waste their time lining up at the counter to pay the bill.
How would introducing technology in to this context
change the experience?
- it helps waiters especially during peek hours. customers could just order anytime they want without waiting for the waiter to come and take their orders.
- save cost by not having to hire alot of waiters, but only hire minimum waiters to serve food/drinks to customers.
- there would not be any mistakes in transmitting the order to the cooks in the kitchen as human transferring orders manually can randomly miss an order which could frustrate the customer.
- customers could also track the cooking status of their ordered food with the tablet.
- printing of menus are not needed as well.
What experience scenarios might you test with the
technology?
during peek hours such as 12pm lunchtime, the tablets will all be used in each table. customers would use the technology. Keep another corner of the room and allow that corner to use the traditional printed menus and using the waiters to take orders. Compare both the time it took for the food to be served to the customers since it was ordered, either through the tablet or through the waiters.
a picture of a customer ordering food in a sushi restaurant in Malaysia called Sakae Sushi that implements this technique.
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