NUS Ventus
New storefront, rendered.
2024, human-centered design, service design, user research, user interviews, wireframing, user journey mapping
Over 6 weeks, our team revitalised Blanco Court Fish Soup @ Ventus, an F&B outlet in NUS, to address its unique challenges. With full creative freedom, we conducted in-depth research and implemented targeted solutions to boost the store’s conversion and turnover rates, crafting a high-impact, resource-efficient designs that aligns with both user needs and operational goals.
outcome
i) optimising operations
We redesigned the kitchen layout to create a more intuitive and efficient workflow. A self-service kiosk was also implemented to reduce her workload and minimise interruptions, ensuring smoother operations.
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Before optimisation.
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After optimisation, with self-service kiosk.
ii) redesign of customer journey
We maximised the available space by clearly defining cashiering, waiting, collection, and return touchpoints, creating a seamless flow and eliminating congestion. This contrasts with the previous layout, where all four touchpoints were clustered in the same area.
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Customer Journey (Before)
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Customer Journey (After)
iii) seating optimisation
Our research showed that over 50% of diners visit solo or in pairs. To cater to this demographic, we developed a simple yet effective seating solution that maximises space while enhancing the dining experience.
Long bar tables to cater to user demographic.
process
i) research and interviews
We conducted on-site interviews, including one with the sole staff member. These data informed the creation of user personas and journey maps which enabled us to comprehensively identify and address key pain points for key stakeholders.
User personas, based on interviews and research.
ii) insights generation
By analysing user personas, journey maps, observations, and interviews collectively, we identified two critical insights:
1) The overwhelming workload and responsibilities placed on the lone staff member.
2) Solo and pair diners occupying large circular tables, leading to slower turnover rates.
1) The overwhelming workload and responsibilities placed on the lone staff member.
2) Solo and pair diners occupying large circular tables, leading to slower turnover rates.
