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Role: UX Design Challenge (24 hours)
Overview
Anderson's Creperie, a beloved establishment located in the heart of Dublin City Centre, faced the challenge of improving recognition and appreciation for their hardworking staff through a more streamlined and user-friendly tipping system. As a Senior UX Designer, I embarked on a 24-hour UX challenge to create a concept for recognition in the hospitality industry. By conducting an ethnographic study, interviewing key stakeholders, and journey mapping the user experience, I developed an innovative tablet application called "Easy Tipping" to aid the tipping process and enhance the overall service experience.
ETHNOGRAPHIC STUDY
To gain deep insights into the dynamics of Anderson's Creperie, I conducted an in-depth ethnographic study. This involved analysing the physical space, observing how tips were collected, and studying staff interactions. During this process, I interviewed the manager, Roberto, and one of the staff members, Dominika, to construct basic personas for recognition. The study uncovered the need for a more seamless way for customers to express their appreciation for exceptional service.
USER JOURNEY MAPPING
I first mapped my own personal experience with the table service at Anderson's Creperie to identify pain points and opportunities for improvement. I made a journey map that highlighted the highs and lows of the user experience, from entering the creperie to paying the bill and leaving a tip. This exercise provided valuable insights into the moments that mattered most to us as a customer and informed the design of the new tipping solution.
SOLUTION
The ‘Easy Tipping’ is a tablet application that offers a simple and efficient way for customers to express their gratitude to the staff at Anderson's Creperie. The application is provided to customers at the moment of paying the bill. Users can quickly tap on a scale from 1 to 5 to rate four specific areas of service: Presentation, Attitude, Expertise, and Timing.
Key Features:
Effortless Rating System: Customers can rate the four service areas with a single tap, minimizing friction in the tipping process.
Instant Tip Recommendation: After submitting their ratings, the app generates a recommended tip amount based on the ratings provided, making it easier for customers to express their appreciation.
Staff Access: The application includes a specific access point for staff to view customer reviews. For top-rated service, staff members can accumulate points, unlocking experiential rewards such as time off, the ability to choose their shifts, small bonuses, and more.
CONCLUSION
The concept successfully addresses the challenge of enhancing recognition and appreciation for hardworking staff, resulting in a more satisfied customer base and a positive impact on the overall dining experience.
As a result of this case study and the successful implementation of the ‘Easy Tipping’ concept, I was offered and accepted a position as a Senior UX Designer at Workhuman, where I continue to leverage my expertise in UX/UI design to drive innovative solutions for businesses and their customers.