UX Poland 2016 - Wyatt Starosta - Exposing the Hidden Choreography of Restaurant Hospitality
Transcript of UX Poland 2016 - Wyatt Starosta - Exposing the Hidden Choreography of Restaurant Hospitality
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Wyatt Starosta@opentabledesign
Exposing the hidden choreographyof restaurant hospitality
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Source: www.loopnet.comSource: olivegarden.com Source: jasonjburns.com
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Menu Placeholder
Source: http://hamptoninnchandler.com
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ACT ISNAPPLEBEE’S
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3 O’CLOCK TODAY
Chapter 1
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PRE SHIFT LINEUP
Chapter 2
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7 PM AT SNAPPLEBEES
Chapter 3
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AT THE TABLE
Chapter 4
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WYATT
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Source: only1ivy.blogspot.com
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Snapplebee’s
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Snapplebee’s
• My name• My email address• My phone number• My home address• My zip code• My birthday
INFORMATION GIVEN
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Snapplebee’s
• What we ordered• How much we spent• How long we stayed
• My name• My email address• My phone number• My home address• My zip code• My birthday
INFORMATION TAKEN
INFORMATION GIVEN
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Snapplebee’s
• What we ordered• How much we spent• How long we stayed
• My name• My email address• My phone number• My home address• My zip code• My birthday
• Kendra’s food allergies• My drink preference
INFORMATION GIVEN, NOT TAKEN
INFORMATION TAKEN
INFORMATION GIVEN
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WEXFORDS
ACT II
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ONE WEEK BEFORE
Chapter 1
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INTERNET SEARCH
HOST
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THE DAY BEFORE
Chapter 2
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WYATT HOST
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PRE SHIFT LINEUP
Chapter 3
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source: new york times
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GENERAL MANAGER
SERVER
HOST
SERVICE PLAN
SOMMELIER
CHEF
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Wyatt Starosta Guest Leon Merrifield Guest
Ti�any Lee Guest Bill S. Guest
Needs to depart at 9:10
Allergy: Shellfish
Allergy: Gluten, Dairy
Wyatt Starosta Guest Leon Merrifield Guest
Ti�any Lee Guest Bill S. Guest
Needs to depart at 9:10
Allergy: Shellfish
Allergy: Gluten, DairyGuest
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7PM AT WEXFORDS
Chapter 4
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HOST SERVERWYATT & KENDRA
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Chapter 5AT THE TABLE
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Japan smooth service
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Wyatt Starosta Guest Leon Merrifield Guest
Ti�any Lee Guest Bill S. Guest
Needs to depart at 9:10
Allergy: Shellfish
Allergy: Gluten, Dairy
Wyatt Starosta Guest Leon Merrifield Guest
Ti�any Lee Guest Bill S. Guest
Needs to depart at 9:10
Allergy: Shellfish
Allergy: Gluten, Dairy
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DOCUMENTING THE EXPERIENCE
Chapter 6
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Snapplebee’s Wexfords
INFORMATION GIVEN
• My name• My email address• My phone number• My home address• My zip code• My birthday
INFORMATION TAKEN
• What we ordered• How much we spent• How long we stayed
• Kendra’s food allergies• My drink preference
INFORMATION GIVEN, NOT TAKEN
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Snapplebee’s Wexfords
• My name• My phone number• My anniversary• After dinner plans• Kendra’s food allergies
INFORMATION GIVEN
• My name• My email address• My phone number• My home address• My zip code• My birthday
INFORMATION TAKEN
• What we ordered• How much we spent• How long we stayed
• Kendra’s food allergies• My drink preference
INFORMATION GIVEN, NOT TAKEN
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Snapplebee’s Wexfords
• My name• My phone number• My anniversary• After dinner plans• Kendra’s food allergies
INFORMATION GIVEN
• My name• My email address• My phone number• My home address• My zip code• My birthday
• What we ordered• How much we spent• How long we stayed• My career history• My recent travel• My interests• Food preferences (water,
wine, prawns)
INFORMATION TAKEN
• What we ordered• How much we spent• How long we stayed
INFORMATION GIVEN, NOT TAKEN
• Kendra’s food allergies• My drink preference
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• My name• My phone number• My anniversary• After dinner plans• Kendra’s food allergies
• My name• My email address• My phone number• My home address• My zip code• My birthday
• What we ordered• How much we spent• How long we stayed• My career history• My recent travel• My interests• Food preferences (water,
wine, prawns)
INFORMATION GIVEN, NOT TAKEN
• Kendra’s food allergies• My drink preference
Nothing
WexfordsSnapplebee’s
INFORMATION GIVEN
INFORMATION TAKEN
• What we ordered• How much we spent• How long we stayed
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