Process: Service Design at Rooster South Grand

Client

Bailey’s Restaurants
Local restaurant group with seven locations, each with it’s own concept

Overview

The client would like to know where they can improve. Specifically, they’d like to decrease time from meal order to table delivery at the Rooster South Grand location.

Client Need

The client needed to understand the following:

• Complete, overall assessment of customer needs at Rooster South Grand, including how they are being met currently

• Determine speed bumps in meal delivery.

Key Strategies Implemented

Discovery 
Contextual Inquiry Research, Time on Task, Design Thinking, Competitive Analysis, Co-creating.

Hypothesis 
This restaurant’s footprint is much larger than any of the other locations. The wait staff therefore has a lot of ground to cover from table to kitchen and back to table again. This may be the speed bump.

Validation
Moderated Usability Lab with Clickable Prototype

Outcomes

Service Blueprint