Everyone's a user

Find opening times Find out about events Find child-friendly activities Find out about exhibitions Find out about talks Learn a skill Find out how to get to the museum Join a community group / project Buy a gift Hire a space for an event Virtual tour of the musem Find out about job vacancies Find out about volunteering Give a donation Donate an item to the collection Find something to take my parents to Find something to take my friends to Find out about the cafe Other (Interactive features) Find out about museum sta ! Buy something for me Other (Printable activity sheets: things to make, experiments etc) Other (User forum) Other (Find work experience opportunities) Other (Activities for 12-15 yr olds) Other (Workshops) Other (Recipes from olden days) Other (Antique identi " cation)

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C hapter 3 How Concept Stories Work Because concept stories illustrate how your target customers do or could think about your product or service, they are either based on real data or are aspirational. Think of them as the mental calculation that someone makes when they ' rst hear about your product. The story might only last a few seconds as your customer puts together the important pieces of what your product is and what they can do with the product. Even though it lasts a few seconds, this story sets the stage for your customer being intrigued or excited by what your product is. Concept stories operate like this (see Figure 3.1): •

Exposition: The current state of things •

Inciting Incident/Problem: The problem your product will solve •

Rising Action: The product name and a brief description or market category •

Crisis: The competition FIGURE 3.1 How a concept story is structured and operates—this is how people think about and see value in your product. Source: Donna Lichaw, The user’s journey Everyone’s a user @littlehelli

Example physical blueprint Example digital blueprint Source: Erik Flowers & Megan Erin Miller,   www.practicalservicedesign.com Everyone’s a user @littlehelli at www.practicalservicedesign.com Customer visits the-service-cafe.com and navigates to online menu 1 Screenshot of online menu CustomerWebsite hosting The order is confirmed and customer is sent a confirmation email 6 Touchpoint Order is received by cafe on their kitchen computer, where it is printed by kitchen staff with the dine-in time noted, and put in a special ticket queue until it is time. 8 Touchpoint Kitchen staff notices tickets. Order is started. 10 Touchpoint Front of house staff gives the table number to the customer and sends the number back to be written on the existing ticket. 13 Touchpoint Order is completed and a server picks it up and brings it out to the dining room to find the customer’s table number. 14 Touchpoint Customer is asked if they have an account already, and given choice to sign up for one, or to sign in with an existing one 3 Touchpoint Customer does not have an account, chooses “sign up” and fills in personal and payment information 4 Touchpoint Customer is taken to the menu page to view standard items as well as updated daily specials and offers. They fill in their order for them and their 2 co-workers 2 Touchpoint Once completed, customer is taken to the payment page to confirm their order and select their dine-in or pickup time. They choose to dine-in. 5 Touchpoint Customer has co-workers agree to pay back the money at a later time since the order could not be split. 7 Touchpoint Time passes, and when it nears the customer’s desired lunch time, they leave for the cafe. 9 Touchpoint Customer arrives, enters cafe and sees a line to order. There is a register for placing orders, and a 2nd register for “pick up & check in”. 11 Touchpoint After a few moments of hesitation, customer decides to go to “pick up & check in” line. They wait for a moment and then are able to give their name and receive a table number. 12 Touchpoint Customer receives order at their table,9 minutes after sitting down. 15 Touchpoint During meal, customer is given a comment card with a 1-10 recommendation survey. 16 Touchpoint Third party ordering systemMenu link is part of the main menu, but also a big button on the homepage Customer Customer Customer Customer Customer Kitchen Staff Customer Kitchen Staff Dining Room Staff Kitchen Staff Customer Customer Customer Customer Third party ordering system Third party ordering system Website hostingThird party ordering system Third party ordering system Third party ordering system POS system/Kitchen computerKitchen Printer POS system Assumption is that customers know that menu = order There is no ability to pay ad-hoc without an account first Daily specials are updated through ordering system. It is not connected to onsite POS Accounts are required for follow up marketing 19% of users abandon their order at the Sign up/in page This is the main point of abandonment in online ordering What would it take for ad-hoc, one time ordering? 30% of orders come through the website - 20% for takeout, 10% for dine-in Sign up does not require an email or SMS confirmation There is no way to split the cost, only the signed in user can pay for the whole party Confirmation email does not require any action. Can the ordering system accommodate split orders?Is there a way to use an online peer money exchange service to help? ie Google Wallet Only 15% of these emails are opened Can SMS be used here to alert the customer that their order is started? Could customer reply via SMS when the arrive to notify the system? This depends on them remembering on their own when it’s time to depart Can SMS be required?Account can’t be created without credit card information Customer’s will create new account if they forget they have one, or forget email used Goal for sit-down to food is 5 minutes. Dining room staffComment card is NPS style with a spot for commentsHas to be completed and left on table Could this be made digital? Could staff enter it in directly? Data needs to be captured. No card is worse than a bad rating. Staff is required to make sure every guest get’s a survey Staff can forget or customres leave since they pay during ordering, not after Less than 30% of customer’s fill out card A tip has to be in cash as they paid online before arriving Dining room staff Time to receive order is highly dependant on when they arrive and when order startsThere is currently no good way to synchronize the arrival and preparation How often are single orders for multiple paying parties? The sign up flow is a definite detour and bump in the first-time experience Payment information is saved, it is not actually used to pay at this point The previously saved payment information is now picked and used here.Customer is not charged until they confirm dine-in or pickup.Order will be saved in their account as “unfinished”Order can be saved as a favorite. Would it be better to use text and not use email for this? Order moves to step 8 Kitchen uses paper tickets printed by the POS systemThe online order queue is reliant on the kitchen staff staying aware of timing Are there technology options to have the tickets be automated with the POS? The online order queue is monitored by the staff to see the upcoming times This is the most brittle step X orders are started at the right time so they sync up with customer arrivalOrders must be started a minimum of 15 minutes early How could the kitche staff be made more aware of the upcoming tickets? Customer’s complain when they arrive later and food is cold Customers who arrive early typically don’t complain about waiting This step is totally dependent on the staff being aware of online tickets. Online order tickets must be monitored every few minutes The staff is trained to be very worried about online orders so they check frequently If a ticket is lost or misplaced, they will have to reprint it and start over There is ambiguity as to what the customer is supposed to do when they arrive Tables are not reserved so there is no guarantee there will be a free one right away There is no “close out” order, the ticket is just placed on the finished spike Since tables are usually added through the POS, the hand written ones can be forgotten This is an awkward process as they have get the customer’s table number paired with the order This involves looking through the stack of online orders to find the matching name How can the customer arrival to table number process be made less error-prone?In event of a mishap, how do they go back and find the customer to verify their order? Kitchen Staff Is there a way to make it more clear to the customer on what to do when arriving? Dining Room Staff There is no interaction with the POS or ordering systems There is no interaction with the POS or ordering systems Is there any way to remove the need to wait in line to check in? Orders can be placed hours in advanceIf the order system errors or there is a connection problem, order is not placed If an order was not started, kitchen will prioritize the online order that was missed Customer’s co-workers Example Digital Blueprint Example Physical Blueprint

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