We analyzed user complementary & conflicting needs and created a journey map for both diners and servers in pre-COVID dining experiences.
By identifying the interaction points between the two journeys, we determined which parts of the dining/serving process would be most important in our design, thus leading us to outline design criteria and problem statement.
Our design targets servers and customers in upscale restaurants to implement the hospitality and service of dine-in in take out service.
We prototyped in wire-frames beginning with a basic workflow that would allow customers to originally choose dining in or carry out. Some user testing and research led us to only stick with the carryout version of the app where customers could browse the menu, talk with a server via audio call, visual call or chat, and then place their order.
We tested our final Serv.d prototype by finding 12 participants who completed a self-guided app walk-through and follow-up survey based on the System Usability Scale. Serv.d received a score of an 85, classifying the prototype as near to “excellent”. We are conscious of some potential bias within these results.
In addition, the survey included questions about our design criteria that received very positive feedback.
"The ability to speak with a person to place your order is nice especially for customizations.”
"… more personalized and greater confidence that my order would be correct.”
"The experience was detailed but may be inconvenient if it becomes time consuming having to wait to place an order.”