How could you improve by performing your experience in restaurants? Case Study of an app: Bystra
By: Judit Diaz Pozo
Tags: Design Process, Apps, Business, Research, Sketch

Ironhack Barcelona brought us together and we ended up doing the Final Project together! laura e, currently Marketing Manager of a small consultancy, and me, Project Owner of digital banking, we decided to improve the experience in restaurants empowering clients & business. How did we do it? Keep reading!

One thing that Judit & I share is that we dislike when we go to eat at a restaurant and it takes a long time to get paid… Our first hypothesis was that this process takes too much time and can be surely improved. So, we began asking us what happens and how does this affect consumers when having a limited time to have a meal, for example, in a work context? A study from the consultancy Deloitte reveals that a consumer can wait until 12 minutes from the time he asks for the bill until he gets to pay it. So, we had some material to begin our research… ✍️✍️✍️

Research Process: a panoramic view of our stakeholders

This was a UX-driven project, however, it was essential to take into account all stakeholders when having a 360° view of the problem. That’s why we carried out a survey aimed at menu-restaurants customers in a working environment. On the other hand, the interviews were addressed to all the agents involved, this means an owner of five restaurants in the city centre of Barcelona, three waiters and one of the founders of Tiller System, a POS system for businesses and their Customer Service Team Leader. We had some interesting qualitative data from the 105 surveys:

We had to do two different affinity diagrams to separate information into two points of view: customers and business. At the same time, we divided quantitative information by topics: food preferences, the importance of the place or relationship with the waiter for the clients. Here we have the affinity diagram for business:

Business affinity diagram divided into these topics: customer care, habits with cash register and pain points

Thanks to this tool we found some behavioural patterns we traduced in the following insights:

The customers agreed on these points:

The waiting is not only problematic in the payment process but when customers wait to have their orders taken or to have a table assigned to them.

or to have to them. They not only enjoy the food but the environment too: customers appreciate more and more being in a clean, cool and safe space .

. The customers want to know how many time takes the processes in a restaurant, to manage better their time .

. The experience doesn’t finish when the customer leaves the restaurant: in a working environment, they appreciate a lot feeling well once they are in the office.

We were very surprised knowing that business:

They have a much more open mind to technology, especially when it allows greater control of your business through data .

especially when it allows greater . There is the fear of losing tips (very important to waiters) and that people will ask for less food.

Now, let us introduce you our user personas. We built these three profiles to have the three visions from our stakeholders but we proposed a solution for the agents that were going to interact directly with the devices, we mean Claudia and Elio:

The main point that led us to enlarge the scope of our MVP was the realization of Claudia’s customer journey. In it, there were things to improve, not only when paying, but during the whole experience.

We could not avoid those pain points, so, according to our investigation: we had to deal with the whole experience itself, from the previous choice of restaurant to the sensations that the user has some hours after eating.