Restaurant Dining Experience

This weeks exercise was all about the restaurant dining experience! To be honest I'm a bit of a cheap skate when it comes to ordering out (uni student budgets and income I suppose) but I still expect good service. As someone who has worked in retail for over 8 years I like to receive the kind of service that I give consumers on a daily basis! It doesn't take much to deliver your service with a smile, it can impact the whole experience for the customer and make your day run smoother!
That said there are several factors internal/external that are sometimes out of your control - the following questions ask us to think about those and how technology could help or hinder these experiences/problems...

What external/internal factors impact on the experience?
External Factors

• Weather (obvious I know) - Can play an important role in determining whether your restaurant will be busy or not. If it's galeforce winds/hail/rain then there is absolutely no doubt that people will be less inclined to go out and more inclined to recline indoors. (Restaurant Owner POV)
• Events/Holidays - With the G20 coming up and all the predicted road closures and security searches I suspect that Southbank will be a ghost town. No doubt the local businesses in that area will suffer unless they are being graced by the presence of our world leaders. (Restaurant Owner POV)
• Neighbouring Competitors - If a new restaurant opens/has killer promotions running it will most definitely impact the experience of the of the restaurant owner and patrons of the restaurant. No one wants to eat when it's dead quiet and everyone can hear what you're eating, let alone saying. (Restaurant Owner POV)

Internal Factors

• Sad/Angry Staff - This happens to be one of my pet hates. I know I haven't worked in hospitality but I do work in customer service and I try to give excellent service every time. However, I get that everyone has off days. That said, sad/angry staff can ruin the mood of the customers experience, slow restaurant operations and decrease the mood of the staff. (Overall POV)
• The time between ordering and serving - The wait for the meal can be excruciating and it can drive some people to insanity. If it takes an excessive amount of time to receive your meal 
• Can I Take Your Order? - From another point of view it can be frustrating for waiters who have to come back to tables several times to grab their order because patrons are either - waiting on someone who is late, on their phones, engaged in deep conversation, haven't bothered to open their menu etc. This slows down the whole cycle within the restaurant and means that less people get through the door and to a table. (Restaurant/Waiter POV)

What aspects of the existing experience could be
enhanced/augmented/supported with technology?

• Can I Take Your Order? - Having buttons on the table for patrons to click when they require service for ordering/bill. If your business requires high turn over - have a timer to let patrons know how long they have left in their seat for e.g. sushi trains.
• Can I Take Your Order? - Having menu screens that allow patrons to order from their seat. There are a couple of restaurants that already do this and it's fabulous. This includes my valley favourite - Wagaya (see below)

• The time between ordering and serving - Similar to can I take your order - have a system that records when meals are ordered to ensure that they are cooked in the correct order. 
• Sad/Angry Staff - Use music and/or wearable tech to remind staff that they are appreciated. People who are praised are immediately put in a better mindset. Allow them to wear headsets with their music of choice to keep them motivated - have the technology respond to voice to pause the song when they start speaking. 

How would introducing technology in to this context
change the experience?

• The concept of adding menu screens and timers would if anything increase efficiency. It would ensure that things run smoother and on time. However, if you're going to catch up these technology adjustments will decrease the mood and almost make your meal feel rushed. There are other places to socialise though - parks/coffee shops/homes/riverside etc.
• The wearable tech for the staff would definitely increase their mood. I personally think it would be a good time! I certainly get sick of listening to the same cd's on repeat for 8 hours.

What experience scenarios might you test with the
technology?

• Testing out these scenarios at different times of the day would be great. Different people with different schedules are always eating at different times of the day.
  Timers may work for the busy period, but during the low-period of mid-afternoon to dinner your patrons may not feel like being rushed!