Friendly Restaurant Design Work Shop
Friendly Eating Environment For Desadvantaged People This is a work shop gathers people from different professions to discuss and design a friendly service or system in restaurant for disadvantaged groups.
Our Target
Population in Taipei
2681,554 people
34.85 %
Over 65 years old : 12.67 % 3 ~ 9 years old : 14.65 % Pregnant woman : 1.1 % 65.15 %
Disabled : 4.2 % Foreigner : 2.23 % Disadvantaged People
+ 34.85 % ( Target )
34.85% population has the difďŹ culties with communication, movement, cognition in daily life, but we rarely consider thier hardship when we design or develope the new product or environment.This work shop connects the disadvantaged groups, restaurant dealer, and designer to develope a friendly environment of eating.
Service Interface Viability
Useable
Valuable
Useful
Humanware
Hardware
Enterprise Side
Customer Experience Journey
Software
Touch Points
Desirable
Customer Side
Service / User Experience Design Space & Time
Desirable
Useful
Make user friendly ( Useability )
Nomal people People with special needs (Height, Language, etc.)
Elder Disabled people
Useable
Make it useable ( Accessibility )
Unuseable
Expand the range of customers targeted ( User Diversity )
Our topic is...
How can hearing-impaired people have better experience in restaurant
Our Team In the Design action, people from different areas
Blue Cheng National Taiwan University
came together and organized to a team by random,
Microsoft
I met many talented people here and glad to have
Area
them as my teammates.
Wei-Ting Kuo National Normal Kauhsiung University Candy House Inc.
Area
Interaction / Web Design
Gale Yang National Taiwan University Sanghai Jiao Tong University
Area
Industrial Design / Design Management
User Interface / User Experience / Web Design
Ji-Chen Su
Andy Cheng
National Normal Kauhsiung University
National Cheng Kung University
National Taipei University of technology
Industrial Technology Research Institute
Area
Area
Industrial Design / User Interface
business management / venture capital
Experience the situation & Interview hearing-impaired people
For experienceing how hearing-impaired people feel and what problems they meet in the restaurant, we wore earmuffs and go to the restaurant, and then we shared the problems we observed with interviewer then list it.
Arrange the imformation and notes There are many details in the process that we wouldn’t find out if we never experienced the situation and interviewed our targets.We classified the problems to different categories. Reserve
Place dishes
Transportation
Table service
Usher
Toilet
Environment
Pay the bill
Order
Discuss with interviewer, business owner & Pick out key component Reservation
M
LE
B RO
P
Transportation Usher
PR
Environment
B RO
Ordering
M
LE
P
M
LE
B RO
P
Placeing dishes Table service
M
LE
OB
M
LE
OB
PR
M
LE
B RO
P
Restroom Paying bill
EM
BL
O PR
Brain Storming & Develope Possible Solutions
Start to develope possible solution.To hearing -impaired people, the most difďŹ cut part of eating in the restaurant is communication. From reservation ordering, to paying the bill, it takes a lot of time to communicate with severs. Sometimes,taking that much time make them embarrassed. Besides, the light and space influence them a lot due to some of them use sign language.
Place
Vision
Time duration
Understand
Communicate
Communication
Sign language
APP
We might not able to place a special server who knows sign language in every restaurant, but we can creat a service Standard Operation Procedure (SOP) to shorten the time of service process and to understand each other more easily. In addition, we can design some visal aids to smooth the process. Interaction APP might be the best way, but considering to the realities (cost, owner’s vision), we put it as an advanced solution.
Volumn Vision Place dishes
Environment
( Sign language )
Toilet
Environment
Light ( Sign language ) Space ( Sign language )
Some of the haring-impaired people are not complete deaf, so they might need a quieter space to chat, and for those who use sign language people, bigger and lighter space are required, we might not able to change hardware in the restaurant, but we can consider it to a service system, give them larger seat, near the window, or stateroom.
Service process The circles are the service process, and below the circles are the possible solutions for hearing-impired people might encounter in the process. After discussion and design developement, we creat a service system for our target.
Reserve
Usher
Order
Place dishes
Table service
Pay the bill
voice reservation
lighter seats
size
notice
call for service
ask for bills
web site
larger space
number
not on the edges
add water
any discount?
app reservation
quieter area
flavor
speciďŹ c place
speciďŹ c service
ingredient side
Special Service SOP
We developed a service process for hearing-impaired people, once they declare who they are, the server would start this service, leading them to lager, lighter and quieter seats automaticlly, giving them special menu, providing special table service...etc. Moreover, we designed a friendly VIP card, so that they can just show the card, then the service would set.
Special Service SOP
When Arriving
Seat Arrange Automatically lead customers to lighter, quieter, larger seats, and provide them special aids.
Bill and Preferential
VIP Comming to restaurant
Show the friendly VIP card, and the service start.
Automatically show the events or preferential on line now, calculate the bill and provide the details on the it.
Rear-End Service VIP card showed their identity, so we don’t have to target them by any special sign which made them uncomfortable. The servers will take extra care of them.
Special Service SOP
Ordering
Ordering SOP
Use with menu
Server has this hand book which shows the process of ordering to communicate with customers by image and written.They can just point on it.
Ready to order?
What kind of main dish?
Set?
Follow the process on the manu, from appetizer to drinks.
ComďŹ rm Done
Simple, Additional?
Special Manu Name of the dish
ME NU
Ordering
Provide special menu and ordering process, and there will be pens and paper on the table in case.
Introduction Choose dips Price Name of the dish Introduction What don’t you want in the dish Price Name of the dish & Price Introduction Suger, Ice and Capacity
Special Service SOP
Eating Service Device Hurry
Water
Order
Serving
Clean
Others
Vibrate & Sparkle
點餐
Serving The device will vibrate and sparkle when the dishes are serving to notice customer. In addition, dishe will place on the center to avoid customer overturn it while using sign language.
Fillet Steak medium black pepper
Eating 黑胡椒雞排
This little device will help customer to call the service
Dishes
Providing a little note with the dishes, then customer will know what do they have, easier to understand.
Make prototype & Get feedback from interviewers
After developed the design, we used the material near around to build some simple prototypes, and then share it with hearing-impired people to get feedbacks.From this action, we can adjust our design and make sure it works for our target.
Quick Presentation & Vote
Then we make a quick presentation in front of all other teams and disadvantaged communities, and then the audiences will vote if they like our ideas or question them.Afterward we gather all these imformation and adjust the design, be prepared for the ďŹ nal presentation.
Public Display
Before the ďŹ nal presentation, every team displays their result, prototype and concept post to the invited groups such as business owners, goverment units, disadvantaged organizations, and professors from related areas.
Final Presentation & Achievement
Give a presentation in front of hundreds of people.We display our service process design and the aids we created for hearing- impaired people to have a great experience in friendly restaurants by the situational story, and get best creative reward.Some restaurants interested in our concept contact us later and seek for a cooperation.