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Mother Teresa Lunch Room Efficiency Study

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Study conducted at an inner city outreach school. Students and workers were observed in a field setting on the process and efficientcy of the lunch distribution process. Testing included both physical friction points as well as UI use by workers.

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Mother Teresa Lunch Room Efficiency Study

  1. 1. Mother Teresa Academy lunch room efficiency test.
  2. 2. Executive Summary • Inner city outreach school provides lunch to roughly 200 total students per day. Many students only have one hot meal per day and it is at school. • Grades 5-8 only allowed 20 minutes to enter, pray, line up, receive and eat their lunch. • Study goals of identifying friction points in the distribution system, making the computer checkout system more efficient and providing more time for students to eat. • Methods used include Benchmarking, Multivariate testing, Usability Testing, and Participant Observation. • Variation D the most efficient test case reducing service time by 41%.
  3. 3. Problem Statement • Students have 20 minutes to enter, pick up and eat their lunch. • 92 students grades 5-8. • Low income school, many students only hot meal of the day. • Many students rushed or lack enough time to finish their meal.
  4. 4. Study Goals • Observe and asses friction points. • Provide more time for food consumption. • Identify UI/Hardware issues with cafeteria software. • Provide and implement an action plan. Test plan for success.
  5. 5. Testing Process: • 92 total student participants. • 4 cafeteria worker participants. • Participants selected because of their representation as everyday users of the observed processes. • Participants observed in a field setting.
  6. 6. Testing Methods • Benchmarking (baseline timing/observation of original process). • Multivariate Testing (A,B,C,D variations). • Usability Testing (checkout software/worker task completion rate, card swipe completion rate). • Participant Observation (Observe friction points, user emotion and follow up).
  7. 7. Benchmark Study • 9/3/2019 • 92 Students/4 Workers • Independent Variable: Milk Cart Angle/Manual Checkout. • Confidence Factor: 95% • Standard Dev.: 30.13. • Coefficient of Var.: 19.05 • Margin of Error: 6.28 Sec. • Confidence Interval: • 151.71 – 164.28 Sec. 0 25 50 75 100 125 150 175 200 5th Grade 6th Grade 7th Grade 8th Grade Seconds Grade Grade Level Line Time
  8. 8. Observations: • No clear path to service = cluster and friction. • Milk cart angle restricts student access to line entrance. • Student frustration clear with body language and facial expression. • Manual checkout by worker holds line, and congests food service.
  9. 9. Variation A. • 9/4/2019 • 92 Students/4 Workers • Independent Variable: Milk Cart Straight/Manual Checkout/Clear line path. • Confidence Factor: 95% • Standard Dev.: 32.9. • Coefficient of Var.: 21.8 • Margin of Error: 6.9 Sec. • Confidence Interval: • 144 – 158.65 Sec. 0 25 50 75 100 125 150 175 200 225 5th Grade 6th Grade 7th Grade 8th Grade Seconds Grade Grade Level Line Time
  10. 10. Observations: • Milk cart turn alleviates bottleneck/frustration at line entrance. • Clear path delineation alleviates student frustration. • Manual checkout still holding line and creating student frustration.
  11. 11. Variation B. • 9/11/2019 • 92 Students/4 Workers • Independent Variable: Milk Cart Straight/Student Card Swipe/Clear line path. • Confidence Factor: 95% • Standard Dev.: 46.3. • Coefficient of Var.: 21.96 • Margin of Error: 9.6 Sec. • Confidence Interval: • 201.34 – 220.66 Sec. 0 25 50 75 100 125 150 175 200 225 250 275 300 325 5th Grade 6th Grade 7th Grade 8th Grade Seconds Grade Grade Level Line Time
  12. 12. Observations • Severe friction/blockage at card swipe station at the end of the line. • Student/worker frustration due to multiple failed swipes and blockages at the line exit.
  13. 13. Variation C. • 9/17/2019 • 92 Students/4 Workers • Independent Variable: Milk Cart Straight/Worker Card Swipe/Clear line path. • Confidence Factor: 95% • Standard Dev.: 21.47. • Coefficient of Var.: 10.03 • Margin of Error: 2.23 Sec • Confidence Interval: • 211.52 – 215.98 Sec. 0 25 50 75 100 125 150 175 200 225 250 275 5th Grade 6th Grade 7th Grade 8th Grade Seconds Grade Grade Level Line Time
  14. 14. Observations • Worker card swipe still leading to multiple swipes/congestion at checkout. • Frustration from both workers and students due to slow moving line exit.
  15. 15. Variation D. • 9/18/2019 • 92 Students/4 Workers • Independent Variable: Milk Cart Straight/No Checkout/Clear line path. • Confidence Factor: 95% • Standard Dev.: 5.19. • Coefficient of Var.: 5.46 • Margin of Error: 1.06 Sec. • Confidence Interval: • 93.69 – 95.81 Sec 80 90 100 110 5th Grade 6th Grade 7th Grade 8th Grade Seconds Grade Grade Level Line Time
  16. 16. Observations: • No card swipe (workers swipe sorted cards after service) alleviates all congestion at the checkout area. • Line moving very smoothly throughout the process, smooth entrance and smooth exit. • Lunch staff excited by the results and happy with the increased time students have to eat.
  17. 17. 113 177 171 171 120 127 184 176178 206 182 278 185 216 217 237 91 101 97 90 0 25 50 75 100 125 150 175 200 225 250 275 300 5th Grade 6th Grade 7th Grade 8th Grade Average Time (Seconds) Across Variations Benchmark Var. A Var. B Var. C Var. D
  18. 18. Results • Variation D clearly the most efficient version tested (milk cart straight, no checkout, clear line path). • Variation D 41% more efficient than baseline test (94.75 sec to 158 sec. mean serving time across all four grades). • Participant body language much more positive from both a student and worker perspective. • Students able to enter, pray, line up, receive food and eat within the 20 minute time constraint.
  19. 19. Future Testing Opportunities • Usability testing of checkout software and UI. • NPS from other schools with regards to checkout system satisfaction and ease of use metric testing. • Field study of other schools to assess usage friction points and provide baseline study for system use.

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