Group6

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Group 6 - IAD07Sto

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Group6

  1. 1. MyMetrics: Using expectation and experience to inspire service innovation and improvement <ul><li>Group 6 </li></ul>MyMetrics at Hyper Island 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!
  2. 2. Overview <ul><li>Service being evaluated: </li></ul><ul><li>Restaurant </li></ul><ul><li>Contents: </li></ul><ul><li>Background </li></ul><ul><li>Research </li></ul><ul><li>Taste vs. Price </li></ul><ul><li>Ambient </li></ul><ul><li>Service / Readyness </li></ul><ul><li>Menu / Information </li></ul><ul><li>Overall experience </li></ul><ul><li>Opportunities </li></ul><ul><li>Observations </li></ul>MyMetrics at Hyper Island Team members Anna Dorrani Charlotte Kalrberg Fábio Resende Robin Lantz
  3. 3. 1. Background <ul><li>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 </li></ul><ul><li>We spent an afternoon observing, analysing and thinking about service design and innovation opportunities for our service… </li></ul><ul><li>The research followed a talk called ‘designing services’, which can be found at http://www.slideshare.com/servicedesign </li></ul>MyMetrics at Hyper Island
  4. 4. 2. Research MyMetrics at Hyper Island
  5. 5. 3. Taste vs. Price <ul><li>What we expected to happen: </li></ul><ul><li>Good Taste at a reasonable price </li></ul><ul><li>Max: 100:- </li></ul><ul><li>Business lunch: 150 :- </li></ul><ul><li>What actually happened: </li></ul><ul><li>Good price for good amount of good food. </li></ul><ul><li>Went as expected </li></ul>MyMetrics at Hyper Island 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:- ).
  6. 6. 4. Ambient <ul><li>What we expected to happen: </li></ul><ul><li>Cozy, quiet, not rush </li></ul><ul><li>Welcoming environment </li></ul><ul><li>Warm </li></ul><ul><li>What actually happened: </li></ul><ul><li>First Place: Cozy, warm. Better than expected </li></ul><ul><li>Second Place: Plain and sterile. Not as good as expected. </li></ul>MyMetrics at Hyper Island Examples: The first place was surprisingly cozy and warm. Better than expected The second place was as function oriented, not ornamented, as expected.
  7. 7. 5. Service / Readyness <ul><li>What we expected to happen: </li></ul><ul><li>Nice people </li></ul><ul><li>Responsive </li></ul><ul><li>Service minded </li></ul><ul><li>Presentable </li></ul><ul><li>What actually happened: </li></ul><ul><li>First place: Good, fast. Better than expected </li></ul><ul><li>Second place: As expected </li></ul>MyMetrics at Hyper Island 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.
  8. 8. 6. Menu / Information <ul><li>What we expected to happen: </li></ul><ul><li>Clear understandable menus, with the ingredients clearly stated. </li></ul><ul><li>Maybe english menu </li></ul><ul><li>What actually happened: </li></ul><ul><li>First place: Clear undestandable. As expected. </li></ul><ul><li>Second place: Menu not specific. Worse than expected </li></ul>MyMetrics at Hyper Island 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.
  9. 9. 7. Overall Experience <ul><li>What we expected to happen: </li></ul><ul><li>Matching food/ambient/drinks/personnel </li></ul><ul><li>What actually happened: </li></ul><ul><li>First place: Good overall experience. Better than expected </li></ul><ul><li>Second place: Not good but not bad either. As expected </li></ul>MyMetrics at Hyper Island 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.
  10. 10. 8. Opportunities <ul><li>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. </li></ul>MyMetrics at Hyper Island
  11. 11. 9. Observations <ul><li>[Finally, what would you change about this exercise?] </li></ul><ul><li>Going to the places and actually ordering stuff </li></ul><ul><li>Trying to set up the “personas” prior to going into the place </li></ul><ul><li>Visited more places </li></ul><ul><li>To get more references </li></ul>MyMetrics at Hyper Island

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