Content
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user journey experience
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interviews: preparation and interviews
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prototyping
CASE 1 - What happens today in restaurants
Users:
- Customer with food allergies
- Other customers
- Waiters
- Kitchen staff
Moments analyzed:
- Arrival at the restaurant
- Customers sitting at their table
- Taking the order
- Writing the order for the kitchen
Observations:
When the waiter collects the order and writes it down for the kitchen, a series of information are transmitted:
- Costumer’s state of health
- ingredients that are present in the food
- How the dishes are prepared
- The waiter that is not prepared on the menu has to ask information to the kitchen staff
The waiter who is not aware of the ingredients in the dishes, who does not know how to advise customers with food allergies and who has repeatedly to ask information to the kitchen, produces a delay in the taking the order.
All customers who eat at the same table undergo the same delay.
CASE 2 - At the restaurant with “Allego Kì”
All users know “Allego Kì”
- Customer with food allergie
- Other customers
- Waiters
- Kitchen staff
Moments analyzed:
- Booking through “Allego Kì” app
- Arrival at the restaurant
- Customers sitting at their table
- Taking the order
- Writing the order for the kitchen
- Table service
Observations:
“Allego Kì” for the restaurateurs comes in a kit containing:
- Guidelines for the menu
- Table allergies indicator
- A smart guide for coaching the restaurant staff
- Personalized order book
- Restaurant’s business cards for customers who do not know “Allego Kì” project.
- Food safety manual
With these tools, the restaurateur is able to train the staff and reduce pre-order times and also replace all the information orally transmitted between client and waiter by a visual code (icons).
At the same time the customer with food allergies is able to indicate, thanks to the device, his allergies and show his position at the table.
The waiter at this point can use the personalized order book to write down where the allergic person is seated, what type of allergies he has and pass all the information to the kitchen. Staff in the kitchen know how to prepare the food safely (without contamination) guaranteeing security for those suffering allergies.
For customers at the table the waiting time is limited to the phase between the order and the table service.
CASE 3 - Customers do not know “Allergo Kì” but the restaurant owns the kit
Users:
- Customer with food allergies does not knows “Allego Kì”
- Other customers do not know “Allego Kì”
- Waiters
- Kitchen staff
Moments:
- Arrival at the restaurant
- Customers sitting at their table
- Taking the order
- Writing order for the kitchen
- Table service
Observations:
The device at the table becomes a tool for the customer who can indicate his allergies and show his position at the table.
The preprinted order will help the staff during the entire process; from the taking of the order for the kitchen to the table service avoiding misunderstandings in the passage of information.
