For this case study, our group was given the challenge of improving Service Design in a restaurant environment. What does Service Design consist of?
Service was slow and inefficient due to how space was designed. Food came out in a weird order (example: drinks came after we finished 2 appetizers). The menu placement wasn’t standard which made it awkward to order or refer to. Waiting too long for finding someone to refill your drink or getting the to-go box. Had to wait 20 minutes regardless of having made a reservation in advance. There was a basket that was supposed to contain menus for people to look at while they wait in line but the menus were all out.
Many sketches, discussions, and iterations later, it was time to test what we thought were the best design solutions. We wanted to make sure that we were recruiting the right participants for this moderated usability testing so each participant had to pass our Participant Screener survey to be considered. We wanted the participants to feel relaxed and comfortable to get them to be more honest with their thoughts. We came up with questions that encouraged more of a conversation rather than just ‘yes’ and ‘no’ and we had them performed a series of tasks to validate our work.
Peter is an architecture student at MIT in Boston, Massachusetts. He is 24 years old and single. He works part-time freelancing for architecture firms.
Goals: Finish school and he can reduce his work hours. More time for research and innovation, and less time spent on preparing meals for himself. In his spare time, Peter would like to volunteer in his community.
Xin Ma • Wendy Taing • Heidi Jung • Jennifer Wong • Ali Hoss • Joshua Hillmer
– UX/UI designer
– Motion Graphics Designer
– Storyboard Artist