Star-castle Dinning Service Redesign in LOE Design
The project aims to enhance the overall dining experience of senior residents in Starcastle Retirement Community, a top retirement community located in Shanghai city center. By applying service design methods and tools, We explored the pain-points and underlying demands of senior residents as well as community staff and managers in their daily dining activities, and then redesign the overall community dining service system to offer a health-oriented, desirable and diversified dining experience to the senior, efficient and effective way of backstage dining service management to the service providers.
MY ROLE
User Researcher
User Experience Designer
Layout Designer
RESPONSIBILITY
In the early stage of the project, I conducted research with members, designed the "user dairy" recording tool for research, and then took charge of sorting out the research content into excel documents, participating in brainstorming, and producing process solutions, outputting layout.
SKILL
Research & Strategy
User Behavior Analysis
Problems Analysis
Layout Design
Experience Design
Service Design
SOFTWARE
01 Background
"Enhance the overall dining experience."
"Enhance the overall dining experience."
Why Starcastle want to change
Starcastle is a top retirement community, the residents here are all middle class. Most of their children are living abroad. So the manager would like to offer a home to residents not just a community.
02 Research
Field Research
In field research, design tools such as observations, in-depth interviews and cultural probes are conducted among senior residents and staff to dive into the daily dining scenario and discover both problems in current dining experience flow and opportunity areas in future design process.
Methods&tools:observation; in-depth Interview; questionnaire; cultural probe; focus group.
Persona we got from research
Case Study
03 Define
Pain-Points Analysis
Co-design Workshop
After defining the opportunity area, a co-design workshop was held to involve service users and other stakeholders in envisioning the possible future of dining service in the community. It mainly focuses on four aspects:
(1) menu design;
(2) information wall design;
(3) reservation system;
(4) food delivering workflow.
Former Service Blueprint
Service blueprint demonstrates the activities of both main service user (senior residents) and backstage service providers. The three service phases include: service setting that shows preparation from all sides made before main service activity ranging from menu design to food preparation; service performance begins from the moment that the senior enter dining space and ends with the moment they finish their meal and leave the space; service added-value mainly involves events and activities like weekly nutrition class. Down below list opportunity areas which are based on problems found in current dining service system.
03 Pro-order Service System Design
Story Board
Because the target group is elder people with the average age over 55 years old. They have problems when accepting digital products. So we design the system with tangible touchpoint.
Reservation Service Workflow
Senior preorder the food for the following day in advance. Staff will collect the orders for the next day and calculate food amount. If online reservation system is introduced, then the calculation will be done by the systme automatically. Then the result will be sent to the kitchen for food ingredients purchase plan. The next day, the senior arrive at dining hall and tell the staff which table they would like to take. The staff enters the table number into the system, successfully match it with the order, and print it. When she has more than 10 orders printed, she will send them to the kitchen to prepare the food.
Service System Map
The upgraded service serves the senior in five main areas. Daily food experience offers residents healthy, convenient and joyful dining experience. Personalized nutrition guide provides residents with an online system that records, analyzes and gives suggestions on personal food intake and nutrition management. Community planting experience is gained through working together with community staff in the garden to plant vegetables and bring the harvest to table. Cooking sharing events are held among residents, chefs and nutritionist to learn, share and enjoy cooking and eating all together. Close connection with family and friends are achieved by the online platform and other environment elements in physical world as conversation triggers. Service system map shows how different players of the game are connected with each other through three kinds of flows: material flow, financial flow and information flow.
Interaction Storyboard
We change some interaction points to make the service much easier for users to access and also make the worker inside the service much more efficient.The following map show all the touch points in three different perspectives
Food Delivering Workflow
By co-designing with manager, kitchen staff and waitress as well as role play game with designers, We redesigned the food delivery workflow to make it more efficient and effective. In the kitchen, there are four kitchen staff preparing meals. Two are responsible for dishing up, one in A area and the other in B area. The other two are responsible for putting the right dishes into the tray according to the order on it, one in A area and the other in B area. Waitress will take away ready meals and send them to the right table according to the order on the tray.
Menu Collecting Point Design
