Embed Size (px)
Citation preview
Better thinking. Better experiences. Better results.TM
September 08 How many seconds does it take to order a burrito
Project background
September 08 How many seconds does it take to order a burrito
Project background
Competitors review Personas and Tasks In-store contextual inquiries Attitudinal research Spatial flow analysis Prototyped new concepts Tested the new concepts Refined the new experience
How many seconds does it take to order a burrito
Project Background
What we did?
September 08
September 08 How many seconds does it take to order a burrito
Results
Experience Modelling
September 08 How many seconds does it take to order a burrito
What is it? Experience modeling
September 08 How many seconds does it take to order a burrito
The four threads of experienceExperience modeling
September 08 How many seconds does it take to order a burrito
How we model experience and test itExperience modeling
September 08 How many seconds does it take to order a burrito
Competitors reviewContext Analysis
Order at once v2
Order sequentially v2
Order sequentially v3
September 08 How many seconds does it take to order a burrito
We measured customer flow rates between two different ordering models
BenchmarkingContext Analysis
September 08 How many seconds does it take to order a burrito
We measured durations of ordering, waiting in the queue, and food preparation time
BenchmarkingContext Analysis
September 08 How many seconds does it take to order a burrito
Order and service times
In-store observationsContext Analysis
Number of Observations
Store Location Order time Food service time Customer flow (per 5 mins)
31 Bondi Junction 1:05 ~ 3:00 3 - 4
28 Kings Cross 1:38 Less than 2:00 1 - 2
32 Newtown 1:17 ~ 4:30 4 - 6
91 total 1:20 average
~3:00 average
September 08
Physical limitations and perception of the menu boards
Dark points
In-store observationsContext Analysis
Dark points
How many seconds does it take to order a burrito
1 . Choose Burrito, 2 or 3 Tacos, Quesadillasor Burrito Bowl
2 . Choose filling: chicken, beef, fish, mushrooms, peppers …more than 10 options
3 . Choose salsa: 3 options
Sides chips and guacamole etc.
September 08 How many seconds does it take to order a burrito
Contextual inquiriesBehavioral Analysis
August 08 How many seconds does it take to order a burrito
Customer – staff interactionsBehavioral Analysis
September 08 How many seconds does it take to order a burrito
September 08 How many seconds does it take to order a burrito
Social interactions & attitudesBehavioral Analysis
September 08 How many seconds does it take to order a burrito
Video monitoring and analysisBehavioral Analysis
Customer flow in Bondi Junction store
September 08 How many seconds does it take to order a burrito
Spatio – temporal analysisBehavioral Analysis
September 08 How many seconds does it take to order a burrito
Experience modelConcept Prototyping
September 08 How many seconds does it take to order a burrito
Visualize solutions and shareConcept Prototyping
August 08 How many seconds does it take to order a burrito
Visualize solutions and shareConcept Prototyping
September 08 How many seconds does it take to order a burrito
September 08 How many seconds does it take to order a burrito
Menu re-designConcept Prototyping
September 08 How many seconds does it take to order a burrito
Spatio – temporal designConcept Prototyping
Bondi Junction Kings Cross
September 08 How many seconds does it take to order a burrito
Concept testing 1st round + revisionsPrototype Testing and Refining
September 08 How many seconds does it take to order a burrito
Ordering and queuing time reduced by 50%
Results: testing 1st roundPrototype Testing and Refining
September 08 How many seconds does it take to order a burrito
BEFORE AFTER
Results: testing 1st roundPrototype Testing and Refining
September 08 How many seconds does it take to order a burrito
Results: temporal assessmentPrototype Testing and Refining
Spatial flow after ordering
September 08 How many seconds does it take to order a burrito
Results: temporal assessmentPrototype Testing and Refining
Spatial flow after collecting food
September 08 How many seconds does it take to order a burrito
Visual designPrototype Testing and Refining
New food shotsHandover to visual designer
September 08 How many seconds does it take to order a burrito
BEFORE AFTER
Concept testing 2nd roundPrototype Testing and Refining
GYG is now earning 6 times more from sales in overall store locations
September 08 How many seconds does it take to order a burrito
Current State
September 08 How many seconds does it take to order a burrito
Overall Learning
UCD works in offline & online environments
September 08 How many seconds does it take to order a burrito
Significance of time and place
Explore the impact of spatial and temporal threads
Overall Learning
September 08 How many seconds does it take to order a burrito
Focus on composition and context
A good user experience is all about good moments (Designing the Moments -Robert Hoekman, jr. )
Overall Learning
September 08 How many seconds does it take to order a burrito
Questions?
