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Research result for engine assignment. Group 6 - IAD07Sto
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MyMetrics at Hyper Island
MyMetrics: Using expectation and experience to inspire service innovation and improvement
Group 6
Hello! Please upload your presentation to slideshare.com and tag it with ‘hyperislandservicedesign’ (and anything else you think is appropriate.) - We’ll then be able to comment on the content, and discuss the successes and failures online! Thanks!
MyMetrics at Hyper Island
Overview
Service being evaluated:Restaurant
Contents:1. Background2. Research3. Taste vs. Price4. Ambient• Service / Readyness• Menu / Information• Overall experience• Opportunities1. Observations
Team membersAnna DorraniCharlotte KalrbergFábio ResendeRobin Lantz
MyMetrics at Hyper Island
1. Background
Using the ‘five fundamentals’ of service, a range of personas and other materials,
we’ve created several ‘MyMetrics’ - measures of experience focused on a specific
type of service - In our case Restaurant
We spent an afternoon observing, analysing and thinking about service design and
innovation opportunities for our service…
The research followed a talk called ‘designing services’, which can be found at
http://www.slideshare.com/servicedesign
MyMetrics at Hyper Island
2. Research
MyMetrics at Hyper Island
3. Taste vs. Price
What we expected to happen:Good Taste at a reasonable price
Max: 100:-Business lunch: 150 :-
What actually happened:Good price for good amount of good
food.
Went as expected
Examples:At the first place, if you know what to
order you can have a really good food for the value (aroud 60 :- )
At the second place we basically guesses and it turned out ok (around 75:- ).
MyMetrics at Hyper Island
4. Ambient
What we expected to happen:Cozy, quiet, not rushWelcoming environmentWarm
What actually happened:First Place: Cozy, warm. Better than
expected
Second Place: Plain and sterile. Not as good as expected.
Examples:The first place was surprisingly cozy and
warm. Better than expected
The second place was as function oriented, not ornamented, as expected.
MyMetrics at Hyper Island
5. Service / Readyness
What we expected to happen:Nice peopleResponsiveService mindedPresentable
What actually happened:First place: Good, fast. Better than
expected
Second place: As expected
Examples:In both places you had to go to the
counter to order your meal.The first place had good and fast service
and was better than expected.The second place was also fast but not
particularly polite. As expected.
MyMetrics at Hyper Island
6. Menu / Information
What we expected to happen:Clear understandable menus, with the
ingredients clearly stated.Maybe english menu
What actually happened:First place: Clear undestandable. As
expected.
Second place: Menu not specific. Worse than expected
Examples:First place had a very comprehensible
menu. The ingredients were details and easily understood.
The second place had no real explanation of the menu. For instance they write “vegetables” but do not say witch ones.
MyMetrics at Hyper Island
7. Overall Experience
What we expected to happen:Matching
food/ambient/drinks/personnel
What actually happened:First place: Good overall experience.
Better than expected
Second place: Not good but not bad either. As expected
Examples:The first place had some pre-fabricated
food (soup) witch was less than ideal and did not correspond to the amout paid. On the other hand, the ambient was better than expected.
The second place had fair food for the money and ok ambient.
MyMetrics at Hyper Island
8. Opportunities
• The personnel should be trained and maybe rewarded for promptness of service and the menus should be more comprehensible. This would be done by getting more research done about what customers needs and what is the personnel able to do.
MyMetrics at Hyper Island
9. Observations
[Finally, what would you change about this exercise?]• Going to the places and actually ordering stuff• Trying to set up the “personas” prior to going into the place• Visited more places• To get more references