In this project, my team and I had to analyze and edit service structure of the Cafeteria of Emily Carr University located in Vancouver.
After thorough research, we chose to focus on spatial challenges, issues in overall user experience and certain branding gaps.
In this project, my team and I had to analyze and edit service structure of the Cafeteria of Emily Carr University located in Vancouver.
After thorough research, we chose to focus on spatial challenges, issues in overall user experience and certain branding gaps.
In this project, my team and I had to analyze and edit service structure of the Cafeteria of Emily Carr University located in Vancouver.
After thorough research, we chose to focus on spatial challenges, issues in overall user experience and certain branding gaps.
All of the listed areas were tackled in the original project, through SWOT, personas, brand identity and 3D modeling, in a collaborative process between me and 4 other team members: Hannah Mun, Chloe Jun, Shirley Zhao, Amira Putrisuryadi.
However, the following slides will depict my specific contributions to the project, focusing on flow, journey, empathy and behavioral mapping, and user testing.
All of the listed areas were tackled in the original project, through SWOT, personas, brand identity and 3D modeling, in a collaborative process between me and 4 other team members: Hannah Mun, Chloe Jun, Shirley Zhao, Amira Putrisuryadi.
However, the following slides will depict my specific contributions to the project, focusing on flow, journey, empathy and behavioral mapping, and user testing.
All of the listed areas were tackled in the original project, through SWOT, personas, brand identity and 3D modeling, in a collaborative process between me and 4 other team members: Hannah Mun, Chloe Jun, Shirley Zhao, Amira Putrisuryadi.
However, the following slides will depict my specific contributions to the project, focusing on flow, journey, empathy and behavioral mapping, and user testing.
Crowded space with confusing layout.
Lack of a structured ordering system.
No visual identity.
Crowded space with confusing layout.
Lack of a structured ordering system.
No visual identity.
Crowded space with confusing layout.
Lack of a structured ordering system.
No visual identity.
Original cafeteria layout
Original cafeteria layout
Original cafeteria layout
Spline re-model by Hannah Mun
Spline re-model by Hannah Mun
Spline re-model by Hannah Mun
UX Research
Information Design
UX Research
Information Design
UX Research
Information Design
User Research
Usability Testing
Service Design
User Research
Usability Testing
Service Design
User Research
Usability Testing
Service Design
Figma
Figma
Figma
Service analysis through a line of visual maps (journey and empathy maps, service blueprint).
Collection of user-feedback regarding old and updated spaces.
Re-design plan and user validation.
Service analysis through a line of visual maps (journey and empathy maps, service blueprint).
Collection of user-feedback regarding old and updated spaces.
Re-design plan and user validation.
Service analysis through a line of visual maps (journey and empathy maps, service blueprint).
Collection of user-feedback regarding old and updated spaces.
Re-design plan and user validation.
To better understand user experience, I tested out the purchase/ordering system first-hand.
To better understand user experience, I tested out the purchase/ordering system first-hand.
To better understand user experience, I tested out the purchase/ordering system first-hand.
The good:
Friendly and patient staff.
Large space.
Open floor plan with easy view of the general area.
The good:
Friendly and patient staff.
Large space.
Open floor plan with easy view of the general area.
The good:
Friendly and patient staff.
Large space.
Open floor plan with easy view of the general area.
The bad:
Lack of spatial direction/organization.
High noise levels.
Confusion regarding order reception (no ticketing/naming system).
The bad:
Lack of spatial direction/organization.
High noise levels.
Confusion regarding order reception (no ticketing/naming system).
The bad:
Lack of spatial direction/organization.
High noise levels.
Confusion regarding order reception (no ticketing/naming system).
To gain further insight into the user experience, I have conducted 10 interviews with students who have previously purchased from the cafeteria.
Out of the 10 chosen participants, 3 reported to purchase around 4 times a week; 2 said they stop by once every week, and 5 participants said they visit once every few months.
To gain further insight into the user experience, I have conducted 10 interviews with students who have previously purchased from the cafeteria.
Out of the 10 chosen participants, 3 reported to purchase around 4 times a week; 2 said they stop by once every week, and 5 participants said they visit once every few months.
To gain further insight into the user experience, I have conducted 10 interviews with students who have previously purchased from the cafeteria.
Out of the 10 chosen participants, 3 reported to purchase around 4 times a week; 2 said they stop by once every week, and 5 participants said they visit once every few months.
The asked questions were:
How do you find customer service?
Do you lack any options in the caf?
Do you find it difficult to navigate the space?
Have you ever been unsatisfied with the wait time?
Any overall bad/good experiences?
The asked questions were:
How do you find customer service?
Do you lack any options in the caf?
Do you find it difficult to navigate the space?
Have you ever been unsatisfied with the wait time?
Any overall bad/good experiences?
The asked questions were:
How do you find customer service?
Do you lack any options in the caf?
Do you find it difficult to navigate the space?
Have you ever been unsatisfied with the wait time?
Any overall bad/good experiences?
While the feedback we received contained a variation of perspectives, the most common issues were:
Waiting time for the food.
Pricing for the options.
Confusing physical environment and difficulties with navigation.
While the feedback we received contained a variation of perspectives, the most common issues were:
Waiting time for the food.
Pricing for the options.
Confusing physical environment and difficulties with navigation.
While the feedback we received contained a variation of perspectives, the most common issues were:
Waiting time for the food.
Pricing for the options.
Confusing physical environment and difficulties with navigation.
Additionally, I went through an interview with a staff member, as their experience has great impact over that of a customer.
Additionally, I went through an interview with a staff member, as their experience has great impact over that of a customer.
Additionally, I went through an interview with a staff member, as their experience has great impact over that of a customer.
The interview questions were:
How do you find customer interactions?
Do you find serving customers easy?
Do you find it difficult to navigate the space?
Are there reoccurring requests you can’t fulfill?
Any overall bad/good experiences?
The interview questions were:
How do you find customer interactions?
Do you find serving customers easy?
Do you find it difficult to navigate the space?
Are there reoccurring requests you can’t fulfill?
Any overall bad/good experiences?
The interview questions were:
How do you find customer interactions?
Do you find serving customers easy?
Do you find it difficult to navigate the space?
Are there reoccurring requests you can’t fulfill?
Any overall bad/good experiences?
Key takeaways:
The kitchen itself is well equipped for the required work.
Common miscommunications with customers due to menu confusion and noise levels.
Lack of spatial self-awareness amongst customers.
Key takeaways:
The kitchen itself is well equipped for the required work.
Common miscommunications with customers due to menu confusion and noise levels.
Lack of spatial self-awareness amongst customers.
Key takeaways:
The kitchen itself is well equipped for the required work.
Common miscommunications with customers due to menu confusion and noise levels.
Lack of spatial self-awareness amongst customers.
The flow map was used to summarize the findings presented above into a visually cohesive user journey.
Depicting the journey of a customer going to the Cafeteria for the first time, as well as that of an overwhelmed worker, this map helped my team visualize a user’s journey in both, the physical space and their emotional state.
The flow map was used to summarize the findings presented above into a visually cohesive user journey.
Depicting the journey of a customer going to the Cafeteria for the first time, as well as that of an overwhelmed worker, this map helped my team visualize a user’s journey in both, the physical space and their emotional state.
The flow map was used to summarize the findings presented above into a visually cohesive user journey.
Depicting the journey of a customer going to the Cafeteria for the first time, as well as that of an overwhelmed worker, this map helped my team visualize a user’s journey in both, the physical space and their emotional state.
click on the image above to get a closer look
I further developed 3 empath maps, based on personas created by another team member, to help us better project our design changes onto potential customers.
This way we explored different user experiences, their perception of the surrounding environment and their internal feelings.
I further developed 3 empath maps, based on personas created by another team member, to help us better project our design changes onto potential customers.
This way we explored different user experiences, their perception of the surrounding environment and their internal feelings.
I further developed 3 empath maps, based on personas created by another team member, to help us better project our design changes onto potential customers.
This way we explored different user experiences, their perception of the surrounding environment and their internal feelings.
1st Persona - Carter
Student at ECU.
Heavily relies on the Caf for meals.
His attendance often suffers due to long wait times.
“If only there was a way to speed up the process or maybe even order in advance?”
1st Persona - Carter
Student at ECU.
Heavily relies on the Caf for meals.
His attendance often suffers due to long wait times.
“If only there was a way to speed up the process or maybe even order in advance?”
1st Persona - Carter
Student at ECU.
Heavily relies on the Caf for meals.
His attendance often suffers due to long wait times.
“If only there was a way to speed up the process or maybe even order in advance?”
click on the image above to get a closer look
click on the image above to get a closer look
2nd Persona - Naomi
Professor at ECU.
Rarely goes to Caf, mostly to save money.
Irritated by the noise and lack of organization.
“Why do people constantly try to walk past where the waiting line is? Is there no better way to go around?
And what’s with people randomly standing in front of the order line?”
2nd Persona - Naomi
Professor at ECU.
Rarely goes to Caf, mostly to save money.
Irritated by the noise and lack of organization.
“Why do people constantly try to walk past where the waiting line is? Is there no better way to go around?
And what’s with people randomly standing in front of the order line?”
2nd Persona - Naomi
Professor at ECU.
Rarely goes to Caf, mostly to save money.
Irritated by the noise and lack of organization.
“Why do people constantly try to walk past where the waiting line is? Is there no better way to go around?
And what’s with people randomly standing in front of the order line?”
click on the image above to get a closer look
click on the image above to get a closer look
3rd Persona - James
Part-time staff member of the Caf.
Enjoys the job but finds it somewhat overwhelming.
Would prefer a more clear order give out process.
“What am I supposed to do when people can’t listen? Or simply can’t hear. Who’s order am I even taking? There are people everywhere, and half of them aren’t even here to order!”
3rd Persona - James
Part-time staff member of the Caf.
Enjoys the job but finds it somewhat overwhelming.
Would prefer a more clear order give out process.
“What am I supposed to do when people can’t listen? Or simply can’t hear. Who’s order am I even taking? There are people everywhere, and half of them aren’t even here to order!”
3rd Persona - James
Part-time staff member of the Caf.
Enjoys the job but finds it somewhat overwhelming.
Would prefer a more clear order give out process.
“What am I supposed to do when people can’t listen? Or simply can’t hear. Who’s order am I even taking? There are people everywhere, and half of them aren’t even here to order!”
click on the image above to get a closer look
click on the image above to get a closer look
In order to gain an even deeper insight into causes and consequences of the customer troubles, I created two journey maps, projecting them through the two personas we made - Carter and Naomi.
In order to gain an even deeper insight into causes and consequences of the customer troubles, I created two journey maps, projecting them through the two personas we made - Carter and Naomi.
In order to gain an even deeper insight into causes and consequences of the customer troubles, I created two journey maps, projecting them through the two personas we made - Carter and Naomi.
Through the perspective of two customers, a student and a professor, we could visualize more detailed structure of the service, and analyze the ways in which we could implement the feedback from the conducted interviews.
Through the perspective of two customers, a student and a professor, we could visualize more detailed structure of the service, and analyze the ways in which we could implement the feedback from the conducted interviews.
Through the perspective of two customers, a student and a professor, we could visualize more detailed structure of the service, and analyze the ways in which we could implement the feedback from the conducted interviews.
The three main areas that we chose to implement our improvements in were “Walk In”, “Wait” and “Return”.
Specifically the confusing layout, which becomes additionally challenging with unclear waiting and ordering space and prolonged waiting time.
The three main areas that we chose to implement our improvements in were “Walk In”, “Wait” and “Return”.
Specifically the confusing layout, which becomes additionally challenging with unclear waiting and ordering space and prolonged waiting time.
The three main areas that we chose to implement our improvements in were “Walk In”, “Wait” and “Return”.
Specifically the confusing layout, which becomes additionally challenging with unclear waiting and ordering space and prolonged waiting time.
1st Persona - Carter
1st Persona - Carter
2nd Persona - Naomi
2nd Persona - Naomi
1st Persona - Carter
2nd Persona - Naomi
click on the image above to get a closer look
click on the image above to get a closer look
The previous research was organized into a comprehensive service structure, that connected experience of customers with both the front-end and back-end staff.
From here we could identify that:
The waiting times are impacted by the amount of staff and the supply they receive.
Unclear menus hinder ordering time.
Confusing layout creates spacing and navigational issues.
The previous research was organized into a comprehensive service structure, that connected experience of customers with both the front-end and back-end staff.
From here we could identify that:
The waiting times are impacted by the amount of staff and the supply they receive.
Unclear menus hinder ordering time.
Confusing layout creates spacing and navigational issues.
The previous research was organized into a comprehensive service structure, that connected experience of customers with both the front-end and back-end staff.
From here we could identify that:
The waiting times are impacted by the amount of staff and the supply they receive.
Unclear menus hinder ordering time.
Confusing layout creates spacing and navigational issues.
click on the image above to get a closer look
Based on all the previously conducted research we have updated the layout of the physical space, allowing for clear navigation, and more structured organization of the services on the floor
To better understand how the updated space would look and feel like to a potential user, we asked 2 people, who were previously interviewed, to place 7 different icons (menu, food, drink, pastries, cash, vending machine, festivity/event) on 2 maps.
The first map depicted the current floor plan, while the second one visualized our changes.
For the purposes of the exercise, all the labels were hidden from the map, to not give any pointers to the participants, leaving them with a more flat, top-view illustration.
Based on all the previously conducted research we have updated the layout of the physical space, allowing for clear navigation, and more structured organization of the services on the floor
To better understand how the updated space would look and feel like to a potential user, we asked 2 people, who were previously interviewed, to place 7 different icons (menu, food, drink, pastries, cash, vending machine, festivity/event) on 2 maps.
The first map depicted the current floor plan, while the second one visualized our changes.
For the purposes of the exercise, all the labels were hidden from the map, to not give any pointers to the participants, leaving them with a more flat, top-view illustration.
Based on all the previously conducted research we have updated the layout of the physical space, allowing for clear navigation, and more structured organization of the services on the floor
To better understand how the updated space would look and feel like to a potential user, we asked 2 people, who were previously interviewed, to place 7 different icons (menu, food, drink, pastries, cash, vending machine, festivity/event) on 2 maps.
The first map depicted the current floor plan, while the second one visualized our changes.
For the purposes of the exercise, all the labels were hidden from the map, to not give any pointers to the participants, leaving them with a more flat, top-view illustration.
Key takeaway:
While there was general approval of the expansions and re-organization, certain areas were still found to be confusing and cramped.
Key takeaway:
While there was general approval of the expansions and re-organization, certain areas were still found to be confusing and cramped.
Key takeaway:
While there was general approval of the expansions and re-organization, certain areas were still found to be confusing and cramped.
This demonstrated, that while the team was moving in the positive direction, we could utilize navigation signs and dividers to help guide users through the busy areas.
This demonstrated, that while the team was moving in the positive direction, we could utilize navigation signs and dividers to help guide users through the busy areas.
This demonstrated, that while the team was moving in the positive direction, we could utilize navigation signs and dividers to help guide users through the busy areas.
Based on all the previously provided research, these were all of the ways in which my team chose to improve customer service experience of the ECU Cafeteria.
Based on all the previously provided research, these were all of the ways in which my team chose to improve customer service experience of the ECU Cafeteria.
Based on all the previously provided research, these were all of the ways in which my team chose to improve customer service experience of the ECU Cafeteria.
As this project focused on spatial design, rather than digital prototype deliverable, I struggled at first to adapt my findings into a physical space. While this took some adjustment, with consideration and lots of discussions with the team, we were able to figure out a way to implement our findings in a cohesive manner.
Speaking of my team, this was my first project in a larger group (more than 3 people). The communication was a bit challenging at first, as we all had to adapt to each other's communication methods, but with time we were able to divide the work in the most optimal for each one of us ways, which allowed for a fun and exciting work experience for all of us.
As this project focused on spatial design, rather than digital prototype deliverable, I struggled at first to adapt my findings into a physical space. While this took some adjustment, with consideration and lots of discussions with the team, we were able to figure out a way to implement our findings in a cohesive manner.
Speaking of my team, this was my first project in a larger group (more than 3 people). The communication was a bit challenging at first, as we all had to adapt to each other's communication methods, but with time we were able to divide the work in the most optimal for each one of us ways, which allowed for a fun and exciting work experience for all of us.
As this project focused on spatial design, rather than digital prototype deliverable, I struggled at first to adapt my findings into a physical space. While this took some adjustment, with consideration and lots of discussions with the team, we were able to figure out a way to implement our findings in a cohesive manner.
Speaking of my team, this was my first project in a larger group (more than 3 people). The communication was a bit challenging at first, as we all had to adapt to each other's communication methods, but with time we were able to divide the work in the most optimal for each one of us ways, which allowed for a fun and exciting work experience for all of us.
Moving forward, I would appreciate to actually be able to implement my team's findings into the Cafeteria and start testing the new service structure in a real-life setting.
Looking back, I also wish we could conduct another session of user tests, after developing the 3D model of the re-designed space, to better understand if our proposal would benefit the users at each stage.
Moving forward, I would appreciate to actually be able to implement my team's findings into the Cafeteria and start testing the new service structure in a real-life setting.
Looking back, I also wish we could conduct another session of user tests, after developing the 3D model of the re-designed space, to better understand if our proposal would benefit the users at each stage.
Moving forward, I would appreciate to actually be able to implement my team's findings into the Cafeteria and start testing the new service structure in a real-life setting.
Looking back, I also wish we could conduct another session of user tests, after developing the 3D model of the re-designed space, to better understand if our proposal would benefit the users at each stage.