service design
human-centered design
service design
user research
user interviews
wireframing
user journey mapping
overview
We were given 6 weeks to redesign an F&B store in NUS of our choosing.
We were given the freedom to execute any suitable and relevant solutions to the respective stores to increase their conversion and turnover rates.
My team chose Blanco Court Fish Soup.
Rendered shot.
challenge
i) lack of staff
The entire F&B outlet is managed by a single staff. The aunty is in charge of cashiering, preparing food and drinks and clearing of tables.
How might we decrease her workload while ensuring that the overall output is the same?
ii) business needs
We have to consider cost-effectiveness during our process. This is afterall a business. We have to ensure that our designs and solutions align with the business' needs.
process
i) user research
Deliberate user interviews were conducted on-site, including that of the lone staff.
Through the user interviews conducted, we crafted user personas and user journey maps to gain a more holistic view of the pain points of each user.
User Personas.
ii) creating insights
By studying our user personas, journey maps, observations and user interviews in conjunction, two insights stood out to us.
1) Overwhelming workload for the aunty
2) Solo/pair diners occupying whole circular tables, slowing turnover
Grouping up common pain points for more targeted insights.
outcome
In response to our insights, we came up with 2 targeted solutions.
i) streamlining workflow
We did a re-layout of the kitchen to streamline the aunty's workflow.
To supplement that, we introduced a self-service kiosk too.
-min.png)
Before.
-min.png)
After.
Self-service kiosk.
ii) seating efficiency
Through our research, we found out that >50% of the diners are solo/in pairs.
Thus, to better accommodate and optimise to this demographic, we came up with a simple, yet effective solution.
Long bar table to better accommodate to the solo/pair diner demographic.