Friendly restaurant workshop

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.