Overview
(Source: customer reports) There are 4 major complaints from restaurant: innaccurate orders (62%), slow service (51%), not ready table (50%), inaccurate calculations (48%). Meno is an app that provide online reservation system and food ordering for customer to get culinary experience efficiently and effectively – reserve, come, sit, eat, out.
About Challenge
- Duration: 2 Weeks (April 2019)
- Role: UX Designer (User Research, Wireframing, UI Design)
- Project Purpose: Design Challenge (Theme: Lifestyle)
Background
Customer’s enjoyment and convenience has been a top priority for every service company, including restaurant. It is intrinsically tied to the success of the restaurant. An enjoyable experience can turn a one-time diner into a loyal customer, who will recommend the restaurant to others through mouth-to-mouth review. On the flip side, a dissatisfied customer may never dine at the restaurant again or even speaking and writing negatively about the restaurant.
The White House Office of Consumer Affairs reports that bad customer service reaches more than twice as many people as praise for a good service experience. Through market competition, every restaurants have to meet and exceed customer’s expectations and reduce their pain points.
Based on survey that Customer Report conducted to 1000 Americans’, there are 4 major complaints that I want to take focus on. I found that:
- 62% of respondents cited inaccurate orders as a major complaint.
- 51% percent of respondents complained about slow service.
- 50% of respondents complained that their table was not ready more than 15 minutes past reservation time.
- 48% percent of respondents complained about inaccurate calculations on their check.
By reducing customers’ complaints, it is expected to increase the number of points of sales from the restaurant. So, here I am trying to solve this issue.
1. User Research
Target market of this app is Indonesian people. So, I need to dive fresh into the problem by getting to know what customers’ thought in order to understand the bigger picture. I do face-to-face interview with 10 peoples (Jakarta’s people) from 18 to 30 years old and after interviewing and I got a number of patterns including:
2. Ideation
Information Architecture
After identifying a set of major features, I mapped out the information architecture to show the hierarchy of the features. It will give me an idea of how to organize content and how many interactions or screens it’ll take to complete a task.
3. Design and Prototype
