LIUYUN(ASHLEY) HU
A strategist with a service design mindset, dedicated to solving complex business challenges through strategic, thoughtful solutions.
REIMAGINE RESTAURANT SPACE
Improve a restaurant by optimizing its visible area
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Reimagine a Restaurant Space Design
DURATION
Sep - Nov, 2021
MY RESPONSIBILITIES
Paper Walkthrough- prototyping
User flow visualization
User Journey Map & Service Blueprint
CONCEPT
We redesigned the local restaurant Flying Monk restaurant from a provisioning point of view, we included 4 service designers focused on optimizing the restaurant’s visible area, especially the pickup area for drivers, aiming at decreasing customers’ waiting time during the delivery service experience, by combining the data collected.
Prototyping & Usability Testing
TEAM
Tianxing Yang
Liuyun Hu
Lingyi Xia
Jiapeng Zhou
PROBLEM
Flying Monk Restaurant is a local Asian restaurant in Savannah, Georgia. We aimed to redesign the customer service experience by improving some touchpoints in the service blueprint.
OVERVIEW
Flying Monk Restaurant is a local Asian restaurant in Savannah, Georgia. We aimed to redesign the customer service experience by improving some touchpoints in the service blueprint.
THE PROBLEM
As delivery drivers, it always takes them a lot of time to find the right order for their customers in a restaurant and find the correct address to deliver the order. Customers who consume food from Flying Monk, have always waited for hours to get their food.
OUR SOLUTION
Instead of redesigning the feature of the app, we focused on one segment of the journey map and improved the overall experience by changing the space of the restaurant.
Less waiting
Being satisfied with the whole experience
CUSTOMERS
RESTAURANT
Increase repeat visit
Increase income
Receive less dissatisfaction reviews from customers
DRIVERS
Receive less complaint from customers
Increase income by success rate of delivery
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DESIGN PROCESS
Research
Current Journey
Stakeholder analysis
Ideation
Prototype
RESEARCH
Research methods that we applied: cultural probes, questionnaires, interviews, and focus groups. Through these methods, we collected and visualized the data - Insight and Data.
STAKEHOLDER MAP
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USER JOURNEY MAP
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SERVICE BLUEPRINT MAP
We designed a service blueprint to analyze the customer experience and what activities related to other stakeholders behind the experiences in the delivery of crucial points.
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IDEATION
We came up tons of ideas for the current customer experiences which we want to focus on.
IDEAL DELIVERY SERVICE ECOSYSTEM
We analyze the holistic customer experiences process and draw this idea delivery service ecosystem map based on our ideation sorting
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CURRENT JOURNEY MAP VS FUTURE JOURNEY MAP
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ACTIVITIES SPACE FLOW MAP
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PROTOTYPE: DESKTOP WALKTHROUGH
We made paper prototype firstly for testing the stakeholder's characters with the place concept, and get feedback from stakeholders then change the label.
FINAL PROTOTYPE
After we prototyped our design, we get to operate our final space concept
FINAL PROTOTYPE
After we prototyped our design, we get to operate our final space concept
