Grippa Barcelona User's Test Final Report

http://www.designagainstcrime.com

http://www.csm.arts.ac.uk/

http://www.elisava.net/

ínDEX.1. Presentation.

2. The GRIPPA prototype.

3. Study locations.

4. Methodology.

4.1. Observations of previous conditions. 4.2. Observation of the use of the GRIPPA. 4.3. Interviews and surveys. 4.4. Environmental factors.

5. Results.

5.1. Horiginal bar. 5.1.1. Previous conditions. 5.1.2. Publicity. 5.1.3. Use of the GRIPPA. 5.1.4. Interviews and surveys.

5.2. Glaciar bar. 5.2.1 Previous conditions. 5.2.2 Publicity. 5.2.3 Use of the GRIPPA. 5.2.4 Interviews and surveys.

5.3 User-bag-furniture relationships.

6. Conclusions.

7. Annexes.

The results and images collected in this report are fruit of the work of contact, analysis and observation carried out by the group of work for Grippa BCN, between the 24th and 29th of March, and between the 16th of June and the 9th of July, 2008, in Barcelona.

Group of Work:

General coordination:Marcus Willocks Ana Nufrio Xavier Camino

Research and graphic design:Alberto Flores Mireia Juan

Translation to English:Kate Moore.

1. ÍNDICE .PROYECTO GRIPPA. 1.

1. PRESEnTATIOnGRIPPA is a project started in 2004 by the Design Against Crime (DAC) investigation centre of Central Saint Martins College of Art and Design (London, UK). This project was developed to create “anti bag theft accessories and furniture” aimed at bars and restaurants. Among the projects developed within this programme, the DAC produced a series of prototype hanging devices to be installed on tables to prevent the theft of customer handbags. The first customer test was carried out between 2004 and 2007 and involved installing these devices in one of the restaurants of a well-known chain of bars in London (UK) to test their effectiveness. (1)

Between June and August 2008, in partnership with the UCL Jill Dando Institute for Crime Science and in collaboration with Elisava school of design (Barcelona) it was decided to carry out a new customer test of the GRIPPA, simultaneously in London (Wetherspoons) and Barcelona (Glaciar and Horiginal).

The results of this new comparative test between London and Barcelona will be a significant factor in the final GRIPPA project evaluation financed for the period 2006-2009 by the Arts and Humanities Research Council.

This report shows the results of the investigations carried out in the two bars chosen for the Barcelona test.

The key finding is the contradiction between the observations and the surveys:

On the one hand the majority of customers say the GRIPPA is well designed both for security and ease of use. On the other hand we have observed that most customers do not make use of the GRIPPA until they have been informed by the publicity materials, the waiter or the researcher. Despite the apparent low usage of the GRIPPA devices seen over the observation period, this study has helped us to learn more about the factors that tend to influence customer behaviour and about the evaluation of this project: not only physical details but also contextual and social elements of management. It tells us that in future we must

insist on more communication, as much verbal as visual. The observation period needs to be much longer to ensure the customers become used to using the GRIPPA.

(1) www.designagainstcrime.com

1. PRESENTATIÓN . GRIPPA PROJECT. 2.

2. THE GRIPPA PROTOTYPE.A system of anti-theft bag hanging devices for use in public places such as bars, restaurants and terraces.

The different GRIPPA models are designed for the furniture of each location.

Four prototypes have been developed, two of which are red (type A and B).

Grippa Type A

Grippa Type B

Grippa Type C

Grippa Type D

2. THE GRIPPA PROTOTYPE . GRIPPA PROJECT. 3.

3. STUDY LOCATIOnS. The two establishments chosen for user tests in Barcelona are situated in the Ciutat Vella district, the oldest area and historical centre of the city.

Glaciar bar a. is situated in the Plaça Reial in the Gothic quarter. Its clients are mainly tourists since it is close to the Rambla de Catalunya, one of the most popular tourist locations.

Horiginal bar b. is situated on Calle Ferlandina in the Raval neighbourhood, next to the Plaça dels Àngels where there are cultural centres such as the MACBA, CCCB and FAD. Unlike the previous bar this one has a more regular clientele made up of people from the Raval neighbourhood, from other areas of the city and of tourists attracted by the culture of the district.

4. METHODOLOGY.The observation and recording strategy used during the investigation is based on the observation methodology laid down by the DAC and adapted to specific location conditions by the Barcelona research team.

The process of investigation has the following phases:

Making plans of the internal and external space of both bars. +

Taking dimensions of the furniture (tables and chairs), inside and +outside the bars.

Observing customer habits. +

The aim of the investigation is to determine the method or methods of use of the GRIPPA by the customers of the bars and to identify possible design modifications.

This report draws together the results of the field work carried out in the periods 24th – 29th March and 16th June – 9th July.

Location map of both places chosen for the user’s test.

3. STUDY LOCATIONS. GRIPPA PROJECT. 4.

4.1. OBSERVATIOn OF PREVIOUS COnDITIOnS.

From 24th – 29th March the following was carried out:

Making plans of the internal and external space of both bars. +

Taking dimensions of the furniture (tables and chairs), inside and +outside the bars.

Observing customer habits. +

These tools have allowed us to choose which type of GRIPPA is suitable for which type of furniture. At the same time, by observing customer habits we are able to see the impact the GRIPPA will have.

4.2. OBSERVATIOn OF THE USE OF THE GRIPPA.

From 16th June – 9th July the following was carried out:

Planning the installation and location of the different types of +GRIPPA.

Installing the project’s graphic communications. +

Observation of the use and impact of the GRIPPA on the +customers.

4.3. InTERVIEWS AnD SURVEYS.

The surveys were carried out from the 2nd – 9th July, at different times of day, with the aim of:

Identifying the different situations and conditions in the bars once a. the GRIPPA has been installed.

Finding out the different opinions and attitudes of the customers b. towards the GRIPPA:

Details of the interviewees. +

Disposition of the bags in the bars. +

Use of the GRIPPA +

The project’s graphic communications +

Opinion of the product. +

Two models of survey were used depending on who was asked:

Clients and possible users of the GRIPPA. c. A structured survey was used. Questions were in a specific order and mostly with fixed answers. Surveys were written in Spanish and English due to the high number of tourists who frequent the bars.

Waiters. d. It was thought useful to include this second group of interviewees as they have direct contact with the customers and can therefore bring much useful information to this study. A less structured survey was used with open questions which could be asked in an order suitable to the conversation.

In Annexe 1 you will find the two survey models.

The number of customer surveys carried out was determined by the saturation point of the information. The interviewers realised that after survey number 35 the responses obtained repeated themselves consistently. For this reason, and to verify that the point of saturation had been reached, 15 more surveys were carried out, after which data compilation was finalised.

Three waiters were interviewed in each bar so that all times of day would be represented (morning, midday, evening).

4.1. OBSERVATION OF PREVIOUS CONDITIONS. GRIPPA PROJECT. 5.

4.4. EnVIROnMEnTAL FACTORS.

Two previously recognised factors were taken into account when carrying out the field work: the influence of the weather during the field work and impromptu events held in the areas surrounding the bars.

The fact that the field work was carried out in the spring meant that there were more customers using the terraces than inside the bars. This meant that the study had to be centred mostly on the GRIPPAs installed outside as the interior ones were little used especially in Glaciar.

With reference to the second aspect, from the 19th – 21st June the Advanced Music and Multimedia Art Festival: Sonar 2008 took place in the Plaça dels Àngels. An event like this limits the type of clientele and the general atmosphere of the bar.

4.4. ENVIRONMENTAL FACTORS. GRIPPA PROJECT.

5. RESULTS.Below you will find the detailed results of the study of each bar, from the study of the bars themselves to the GRIPPA/furniture, GRIPPA/user relationship, graphic communications, surveys and conclusions..

Horiginal bar. +

Glaciar bar. +

Customer habits/bags relationship. +

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5.1. HORIGINAL BAR5.1.1. PREVIOUS CONDITIONS.

BAR NAME _HoriginalADDRESS_Calle Ferlandina, 29 – 08001 BarcelonaOPENING HOURS_08:30 a.m. – 01:00 a.m.MANAGERS_Nuria Miret and Franc VivesTELEPHONE_93 433 39 88WEBSITE_www.horiginal.net

UBICACIÓN_ In the Ciutat Vella district in the Raval neighbourhood, adjacent to Plaça dels Àngels.

CONTEXTO_ In the 1970s the Raval neighbourhood was a bohemian area of cabarets, prostitution and drugs, which like the rest of the Ciutat Vella district was run-down, with poor hygiene conditions.

The Calle Ferlandina, along with the rest of the Raval Norte neighbourhood, was reconstructed as part of the works to improve the centre of the city for the Barcelona Olympic Games of 1992. The bar in question is in an area that has been repaved for pedestrians.

Various cultural centres (like the MACBA, the CCCB, and the FAD) and UB and Elisava university campuses have been established since the reconstruction. Around the bar there is a vibrant new scene of youth hostels, galleries, design workshops and several bars and restaurants aimed mostly at a young clientele from outside the neighbourhood. That is to say a clientele different from those who live in the neighbourhood. (2)

However, due to the lack of open spaces in the Raval, Plaça dels Àngels is also a meeting place for many people from the neighbourhood, such as skateboarders, musicians and street vendors selling beer. (3)

(2) SARGATAL BATALLER, Ma Alba. Gentrificación e inmigración en los centros históricos: El caso del Barrio del Raval en barcelona. Scripta Nova. Revista Electrónica de Geografía y Ciencias Sociales. nº94 (66). Barcelona: Universidad de Barcelona, 2001. http://www.ub.es/geocrit/sn-94-66.htm(3) PUIG, Núria y MAZA, Gaspar. Barcelona: Espai públic urbà i esport. Ajuntament de Barcelona, 2001. http://olympicstudies.uab.es/espaispublics/

5.1. BAR HORIGINAL. GRIPPA PROJECT. 7.

SECTIONS_The bar/restaurant Horiginal is divided into 3 sections: terrace, bar and restaurant.

There is a fourth section at the back of the bar which does not form part of the study by request of the management as it is the base for a poetry association.

SECURITY_The bar only has one hand-written poster warning “watch your bag” which is in the corridor between the bar and the restaurant.

The bar is fitted with small hooks.

CUSTOMERSThe bar/restaurant Horiginal has an aesthetic characteristic of the world of poetry and art, non-elitist, and is aimed at a clientele distinct from the population of the neighbourhood. Its clientele varies from regular customers living inside or outside the area to tourists who are visiting the local museums or galleries.

From breakfast to lunch time the customers are regulars living and working in the area. The atmosphere is quiet, with few people.

From 11:30 h. groups of local university students come for lunch turning the terrace and bar areas into a meeting place until lunch time. The atmosphere is lively with more people.

At lunch time and coffee time, between 13.30 h. and 17.00 h. the restaurant attracts customers who work in the area and tourists. The atmosphere is lively with many people.

Until 19:00 h. the bar remains very quiet with individual customers at the bar and on the terrace. From this time the rhythm of the bar changes again with the arrival of the mainly young clientele from outside the neighbourhood.

From 21:00 h. the bar and restaurant customers mix, resulting in a noisy atmosphere with lots of people. The atmosphere stays this way until closing time.

At the weekends the ambience turns into that of a nocturnal bar, popular in the area.

terrace 30 m2

bar + restaurant 115 m2

total_ 145 m2

stools_ 5chairs inside_ 74chairs outside_ 32tables inside_ 25tables outside_ 8

GENERAL DATA_previous conditions

5.1.1. PREVIOUS CONDITIONS. BAR HORIGINAL. GRIPPA PROJECT. 8.

OBSERVATIONS_ The Calle Ferlandina is one of the roads leading to the Plaça dels Àngels; a meeting point and an area with different cultural centres. Moreover, the bar/restaurant Horiginal is situated in one of the entrances to the Joan Coromines square, which has a bicycle parking facility. For these reasons there is a constant stream of people passing by the bar and the terrace.

terrace 30 m2Chairs_74Tables_8Table type_F (*)

TERRACE AREA_previous conditions.

5.1.1. PREVIOUS CONDITIONS. BAR HORIGINAL. GRIPPA PROJECT.

(*) more details on the Horiginal table types page.

Diurnal sight of the terrace of the Bar Horiginal. Night sight of the terrace of the Bar Horiginal.

9.

OBSERVATIONS_ The bar counter is fitted with hooks for bags.At night time the lights are dimmed to create a nocturnal bar atmosphere.

bar 35 m2Chairs_20Tables_6Table type_A,B,C (*)

BAR AREA_previous conditions.

5.1.1. PREVIOUS CONDITIONS. BAR HORIGINAL. GRIPPA PROJECT.


Sight towards the door entry.. General sight of the zone bar of the Horiginal. Sign. Hangers of the bar.

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OBSERVATIONS_ During the day the restaurant is brightly lit and the tables are not laid, whereas at dinner time the lighting is dimmer and tablecloths are present on all the tables.In order to access the cigarette machine you have to cross the bar and restaurant to a small room at the back of the bar.There is a central, round table that is always covered with a long tablecloth which would cover the GRIPPA. This table has therefore been excluded from the study

bar 55 m2Chairs_54Tables_19Table type_A,B,D,E (*)

RESTAURANT AREA_previous conditions.


General sight of the zone restaurant of the bar Horiginal during the dinner. General sight of the zone restaurant of the bar Horiginal during the lunch.


TABLE TYPE A ( 8 units.)

Materials_wood (tabletop), iron (legs)GRIPPA_models A and B on the underside of the tabletop.

TABLE TYPE D ( 4 units.)

Materials_chipboard (tabletop), steel (legs)GRIPPA_models A and B on the underside of the tabletop.

TABLE TYPE B ( 3 units.)


TABLE TYPE E ( 7 units.)

materiales_ wood (tabletop and legs)GRIPPA_models A and B in the corner between the legs and the tabletop.

TABLE TYPE C ( 2 units.)


TABLE TYPE F ( 8 units.)

materiales_aluminium plated with a chipboard core (tabletop), aluminium (legs)GRIPPA_ models A and B on the underside of the tabletop, problem of visibility with the tablecloth.

FURNITURE TYPE_previous conditions.


_piling up of tables for storage._tablecloth.Measurements in centimetres.

Sticker on the bar’s main door.

GRIPPA flyers for the tables.

Special GRIPPA flyers for the tables and for the terrace chairs.

Posters in the toilets.

5.1.2. COMUNICACIÓN.

5.1.2. COMUNICATION. BAR HORIGINAL. GRIPPA PPROJECT. 13.

5.1.3. USE OF THE GRIPPA_

Horiginal bar has been divided into three different sections to carry out the study: terrace, bar and restaurant.

Number of GRIPPAs installed_ A total of 100 GRIPPAs have been installed in Horiginal bar, of which there are several types. The quantities have been broken down below:

OBSERVATIONS_Being Summer time the customers mainly use the terrace, despite the fact that GRIPPA models AA/CC were installed in the interior bar and restaurant areas.

5.1.3. USE OF THE GRIPPA. BAR HORIGINAL. GRIPPA PPROJECT.

terrace_ 32 units. Type B (grey)

bar_ 6 uunits. Type B (grey) 2 units. TypeB (red)

restaurant_ 11 units. Type B (grey) 1 units. Type B (red)

48 units. Type A.

52 units. Type B.

bar_ 15 units. Type A (grey) 1 units. Type A (red)

restaurante_ 29 units. Type A (grey) 3 units. Type A (red)

OBSERVATIONS_ The terrace is in a pedestrian area.

As it is summer the terrace is always full.

Despite having twisted the tablecloths to make the corners of the tables more visible, it is still difficult to see the GRIPPA as they are hidden under the tables and the tablecloths.

Graphic communication on the tables and chairs is essential for the GRIPPA to be noticed.

All the GRIPPAs are the same model and have been installed in the same position.

terrace 30 m2

Chairs_40Tables_10Table type_F

Number of GRIPPAs_32 units model B (grey)

40 GRIPPA/32 Chair32 GRIPPA/ 10Table

TERRACE AREA_use of the GRIPPA.

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Plan of the terrace terrace of the Bar Horiginal and disposition of the Grippas in tables.

tables 1 - 8

4 units. Grippa B. Grey

“Because of the typology of table and the tablecloths the GRIPPAs are difficult to see.”

“The graphic material is necessary to indicate the presence of the GRIPPA”.

8 tables

sectión F-F’

Grippas’s disposition in tables:

15.



OBSERVATIONS_ Despite there being GRIPPAs model AA/CC installed inside the bar, as it is summer few people use the interior space preferring to sit outside on the terrace.

The position of the tables has changed since the first phase of the study. Now, the tables tend to stay in the same place but their position with respect to the wall may change so that one day the GRIPPAs may be next to the wall and the next day they are next to the aisle.

The GRIPPA which are next to the wall or very close to the customer are the safer GRIPPAs as access to them is more restricted. These are the so-called natural protection zones.

bar 35 m2

Stools_4Tables_6Table type_A,B,C

Number of GRIPPA_15 units model A (grey) 1 unit model A (red) 6 units model B (grey) 2 units model B (red) 24 Grippa/24 seats24 Grippa/6 tables

BAR AREA_use of the GRIPPA.

Plan of the zone bar of the Horiginal with the disposition of the Grippas in tables and in bar.

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table nº9 | type C table nº11 | tipo A

table nº10 | type C table nº12 | type A

2 units. Grippa A . grey2 units. Grippa B . grey

2 units.. Grippa A . grey1 units.. Grippa B . grey1 units.. Grippa B . red

4 units.. Grippa A . grey2 units.. Grippa A . grey2 units.. Grippa B . grey

Grippas’s disposition in tables: Grippas’s disposition in tables:


“The red GRIPPAs are easyer to see.”

“La comunicación es necesaria para informar sobre la presencia y uso de la GRIPPA.”

17.

sectión A-A’

sectión B-B’ sectión C-C’



table nº13 | type B

bar

2 units. Grippa A . grey

3 units. Grippa A . grey2 units. Grippa A . red1units. Grippa B . grey1 units. Grippa B . red



“ In the bar the GRIPPA they coexist with other hangers.”

18.

section E-E’


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OBSERVATIONS_ As the restaurant area has GRIPPA models AA/CC, the customers make use of this area during lunch and dinner time.The tables tend to be placed in the same spot every day, although not in the same position. For this reason, each GRIPPA’s position will vary depending on the position of the table. On some days it may be close to the aisle (and therefore very visible) whereas on other days it may be close to the wall and so less visible and more protected.

restaurante 55 m2Chairs_54Tables_19Table type_A,B,D,E

Number of GRIPPAs_29 units model A (grey) 3 units model A (red)

11 units model B (grey) 1 unit model B (red) 47 Grippa/ 54 seats47 Grippa/ 19 tables

RESTAURANT AREA_use of the GRIPPA.

Plan of the zone restaurant of the Horiginal with the disposition of the Grippas in tables.

19.


table nº13 | type B table nº15 | type D

table nº10 | type D table nº16 | type D




2 units. Grippa A . grey/ red



“The GRIPPA which are installed near the wall are more protected”.

20.



table nº17 | type D table nº19 | type E

table nº18 | type E table nº20 | type A

1 units. Grippa A . grey1 units. Grippa A . red



2 units.Grippa A . grey2 units. Grippa B . grey

section C-C’



21.



table nº21 | type A table nº23 | type A

table nº22 | type A table nº24| type A

1 units Grippa A . grey1 units Grippa A . red

5 units Grippa A . grey

2 units. Grippa A . grey1 units. Grippa B . grey1 units. Grippa B . red




22.


section C-C’

section C-C’ section C-C’

section C-C’


table nº25 | type E

table nº26

1 units. Grippa A . grey1 units. Grippa A . red

2 tables




23.



PERCENTAGE OF USE_use of the GRIPPA.

In order to determine the actual use of the GRIPPA in bar Horiginal we have correlated the number of customers present during the observation times with the number of GRIPPAs used and the times of day at which we were carrying out the observations.

Due to the large number of GRIPPAs installed in the bar, there were few tables without the GRIPPA and therefore few customers who did not have the option of using them. Because of this, when calculating the number of customers we have taken all of them into account.

Graph of the percentage of use of the Grippas

NOT USE98 %

USE2 %

24.

number of GRIPPAs in use

number of customers% use of the GRIPPAs

(*) Is important to compare the different equations used for each bar:

Glaciar Bar:

Horiginal Bar:

number of GRIPPAs in usetotal number of customers

in the bar

% use of the GRIPPAs

number of GRIPPAs in usenumber of customers

with GRIPPA fitted at their table


(*)

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5.1.4. INTERVIEWS AND SURVEYS_

RESULTS OF THE USER SURVEY_

A total of 26 surveys were carried out among the customers of bar Horiginal. Out of these surveys, 65% were from customers on the terrace and 35% from customers in the interior bar and restaurant areas.

5.1.4. INTERVIEWS AND SURVEYS. BAR HORIGINAL. GRIPPA PROJECT. 25.

Personal information.

What do you think about the GRIPPA? Normally, where do you put your bag when you are in a bar?

Have you been using the GRIPPA?

Have you had any problem using the GRIPPA?

Why have you not been using the GRIPPA?

Which problem did you have using the GRIPPA?

It is a fantastic idea, it should be in all the bars.You keep it between your legs.

He had not seen it.

Bag touches the floor.

19%73%

58%

64%

4%

8%

4%

12%35%

8%

4%

4%

4%

8%

4%

15%35%

8%

27%58%

15%

36%

It is no good for bags with short handles.You hang it up on the chair.

Grippa is too small for the handle of tha bag.

It only avoids the theft by pulling.

He misstook the information cards with commercial ads.

It is not new, there are similar products.

Other habit.

People do not worry so much for the safety.

It is a good initiative.You put it on the floor.

Grippa is installed too low so bags touches the floor.

It is difficult to put and remove thebag from the Grippa.

The Grippa is useful and practical. You keep it on your lap/ on your shoulder.

He uses the old hangers of the bar.

It offers a good service and consideration towards the clients.

He avoids the Grippa in order to not to forget the bag.

I doubt about their safety if you are not on alert.


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Rate the following criteria.


The information cards help to...

How do you think the Grippas could be improved?

Adaptation to the different types of bags. 46%

4%

4%

8%

4%

8%

12%

8%

4%

8%

4%

12%

12%

38%

Turning the Grippa 90º to make the access easier.

Colouring them to make them less camouflaged with tables.

Installing them in the chairs.

Putting a warf in the Grippa Type A.

Facilitating to take off the bag from the Grippas (Type A)

Putting two hooks to roll up the handles and to shorten them.

Making them more visible.

It’s ok.

Don’t put tablecloths in tables where the Grippas are.

Doing a more attractive and modern design.

Installing the Grippas in the side of the legs.

Installing them in the middle of the table.

Change the name. It sounds like an illness.


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A total of 3 surveys were carried out among the waiters of the bar Glaciar.

5.1.4. INTERVIEWS AND SURVEYS. BAR HORIGINAL. GRIPPA PROJECT.

What do you think about the GRIPPA?

Are the GRIPPAS being used?

Do you think are they useful?

“They are very useful for us because the costumers do not put their belongings on the bar.”

“In the terrace they are used just a little. I think that it’s just a question of time”.

“We are in the habit of warning that they can hang their belongings on the Grippas, and sometimes they decide to use them “.

“It’s a summer and people prefers to seat in the terrace. The inside bar practically is not used. Neither the Grippas have been used “.

“There have been some cases of costumers that forget their bags hung in the Grippa “.

“Yes, tehy are very useful for us and for the customers. And they give a safety feeling, also”.

“Is a good idea, but customers don’t use them”.

“Yes, they are very handy. We should see if they really avoid the thefts”.

How do you think they can be improved?

Information cards help to....

How do the GRIPPA influence your work?

Do you think the bar is a safer place with the GRIPPAs?

In your opinion, which type of GRIPPA is better?

“They are ok”.

“They improve it, because if the customers use the Grippas they don’t close the way and clean out the bar.

“They are perfect”.

...draw your attention to the GRIPPA.

... understand how they work.

“They improve it because they do not leave their bags in the way”.

“Not, because the thieves always manage to steal”.

“The opend one is easier to manipulate”. (type A)

“Yes, customers have their bags more controlled”.

“The opend one is easier to hang and take off”. (type A)

Yes, without them is difficult.

Yes, customers play with them.

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Almost all the BAGS rest on the floor. Thick handles are difficult to hang.

Customers keep the contact with their bags

5.1.4. INTERVIEWS AND SURVEYS. BAR HORIGINAL. GRIPPA PROJECT.

IMAGES OF THE GRIPPA IN USE.

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5.2. GLACIAR BAR_5.2.1. PREVIOUS CONDITIONS.

BAR NAME _GlaciarADDRESS_Plaça Reial, 3 – 08002 BarcelonaOPENING HOURS_11:30 a.m. – 02:00 a.m.MANAGERS_RafaelTELEPHONE_93 302 11 63

LOCATION_ In the Ciutat Vella district in the Gothic Quarter, adjacent to the Rambla dels Caputxins, Calle Ferran and Calle Escudellers.

CONTEXT_ Plaça Reial is one of the most emblematic squares in Barcelona. It is the only colonnade courtyard in Barcelona and the Tres Gràcies fountain, designed by Antoni Gaudí, can be found in the centre.

During the 1970s, some of the places adjacent to the touristy Ramblas, like the Plaça Reial, became common areas for drugs and prostitution as well as petty crime and political and social dissidence.

Nowadays, these extremely touristy areas are better protected in order to optimise the activities that take place within them (namely linked to the tertiary economic sector). At the same time, marginalisation has been allowed to occur in other parts of the neighbourhood.

In several areas of the Ciutat Vella district, of which Plaça Reial forms a part, video surveillance cameras have been installed. According to the Council these cameras substantially reduce the amount of crime. (4)

The square is currently a meeting place for a heterogeneous crowd, with both locals and tourists mixing here. The square undergoes a dramatic change between day and night. During the day it is a quiet spot, a place for a stroll with bars and restaurants to stop and have a drink and people wandering around. On Sunday mornings a small coin and stamp collectors’ market takes place. At night the square has a nocturnal, cosmopolitan ambience with lots of clubs, pubs and bars in the square itself, as well as many in the adjacent streets.

(4) ÁLVAREZ I ARIAS, Marc, ANITUA, Gabriel Ignaci, ARANDA OCAÑA, Mónica, BERASATEGI, Juan. Observatori Del Sistema Penal I Els Drets Humans (UB).Desarrollo/Expansión Urbana y Criminalidad. Barcelona, 1990/2002. http://www.ub.es/ospdh/investigaciones/BCN%20seg%20cast.pdf

5.2. BAR GLACIAR. GRIPPA PROJECT. 31.

SECTIONS_ Glaciar is a bar made up of two sub-sections: a smaller area equipped with a few tables and a kitchen; a bigger area with a large bar. Both sections are linked by the terrace, half of which is covered by the colonnades that border the square.

SECURITY_ There is no security.

CUSTOMERS_Glaciar is a meeting point well known by the majority of Barcelona residents as it is one of the oldest, most characteristic bars in Plaça Reial.

Just by looking it is easy to see that the bar’s clientele is made up mainly of foreign tourists. The manager tells us that the bar has undergone a big change in the last few years. Little by little it has changed from a bar mostly frequented by locals, from both inside and outside the neighbourhood, to a “typical Spanish” bar where tourists come to relax and eat sandwiches and tapas before continuing on their tourist route.

There is a constant stream of groups, families etc. throughout the whole day, who occupy both the interior and exterior of the bar. On weekend nights the bar has a more nocturnal feel, attracting groups of local customers who go to have a few drinks before going on to one of the clubs in the square or adjacent streets. On these nights the bar and the terrace are completely packed with people, both seated and standing, inside and outside the bar.

terraza 240 m2

interior 103 + 41 m2

total_384 m2

chairs inside_ 71chairs outside_ 132tables inside_ 19tables outside_ 33

5.2.1. PREVIOUS CONDITIONS. GLACIAR BAR. GRIPPA PROJECT.32.

GENERAL DATA_previous conditions

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OBSERVATIONS_ The Plaça Reial is an emblematic place in Barcelona. A place where tourists come to relax and see the square, but whose social reality is that of a marginalised neighbourhood.Glaciar’s terrace is one of the most popular meeting points in the square.

terrace 240 m2Chairs_132Tables_33Table type_E (*)

TERRACE AREA_previous conditions.

5.2.1. PREVIOUS CONDITIONS. GLACIAR BAR. GRIPPA PROJECT.

(*) more details on the Glaciar table types page.

Diurnal sight of the terrace of the Bar Glaciar. Night sight of the terrace of the Bar Glacier.

_Pedestrian flow.

33.

OBSERVACIONES_ There is a large bar which runs all along one side of the room.The toilets are on the top floor accessed by a staircase situated next to the cigarette machine.On weekend nights all the tables are pushed to the corners, leaving more space next to the bar and increasing the bar’s capacity.

bar 103 m2Chairs_47Tables_12Table type_B,C(*)

BAR AREA_previous conditions.

5.2.1. PREVIOUS CONDITIONS. GLACIAR BAR. GRIPPA PROJECT.


Diurnal sight of the zone bar of the Glacier. Night sight of the zone bar of the Glaciar.

34.

OBSERVATIONS_ The kitchen is found in this section of the establishment.Most tables are made of marble and it is therefore impossible to attach the GRIPPA to them.This section will be excluded from the study.

restaurant 41 m2Chairs_24Tables_7Table type_A,D (*)

RESTAURANT AREA_previous conditions.


Sight from the entry door. Sight of the bar of the kitchen Sight of the entry.

5.2.1. PREVIOUS CONDITIONS. GLACIAR BAR. GRIPPA PROJECT. 35.

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TABLE TYPE A ( 5 units.)

Materials_marble (tabletop), iron (legs)GRIPPA_GRIPPA cannot be installed on these tables.

TABLE TYPE D ( 2 units.)

Materials_marble (tabletop and legs)GRIPPA_models A and B on the underside of the tabletop (possible problem with balancing the tables) or models 3 and 4 on the central table leg (diameter permitting).

TABLE TYPE B ( 4 units.)

Materials_marble (tabletop), iron (legs)GRIPPA_models A and B on the underside of the tabletop.

TABLE TYPE E ( 8 units.)

Materials_Aluminium plated with a chipboard core (tabletop), aluminium (legs).GRIPPA_models C and D on the underside of the tabletop (possible problem with balancing the tables or models 3 and 4 on the central table leg (diameter permitting).

TABLE TYPE C ( 10 units.)

Materials_marble (tabletop and legs)GRIPPA_models A and B on the underside of the tabletop.

FURNITURE TYPE_previous conditions.

5.2.1. PREVIOUS CONDITIONS. GLACIAR BAR. GRIPPA PROJECT. 36.

_piling up of tables for storage.Measurements in centimetres.

Sticker on the bar’s main door.

GRIPPA flyers for the tables.

Posters inside the bar. Posters in the toilets.

Special GRIPPA flyers for the tables and for the terrace chairs.

5.2.2. COMUNICATION.

5.2.2. COMUNICATION. GLACIAR BAR. GRIPPA PROJECT. 37.

5.2.3. USE OF THE GRIPPA_

Glaciar bar has been divided into three different sections to carry out the study: terrace, bar and bar/kitchen.

Number of GRIPPAs installed_ A total of 68 GRIPPAs have been installed in Glaciar bar, of which there are several types. The quantities have been broken down below:

Observations_There is no air conditioning inside the bar and therefore, due to the high summer temperatures (the period when the study was carried out), the customers have used the terrace more.

5.2.2. USE OF THE GRIPPA. GLACIAR BAR. GRIPPA PROJECT.

bar_ 16 units A Type (grey) 6 units A Type (red)

22 units Type A.

8 units Type C.

31 units Type B.

7 units Type D.

bar_ 17 units B Type (grey) 8 units B Type (red)

restaurant_ 4 uds. Tipo B (gris)

terrace_ 8 units C Type

terrace_ 7 units D Type

38.


table | type E

Grippa Type C.

Grippa Type D.

2 units. Grippa C.1 unit. Grippa D.

1 unit. Grippa C.2 unitss. Grippa D.

3 tables

2 tables


OBSERVATIONS_ Of the bars in Plaça Reial, Glaciar is the one with most tables available for its customers.

Of the 33 available tables, only 5 have been fitted with GRIPPAs. These tables are placed randomly on the terrace every day and are normally apart from each other. For this reason the plan of the terrace with the GRIPPA disposition has not been included.

Graphic communication on the tables and chairs is essential for the GRIPPA to be noticed by the customers.

bar 240 m2

Chairs_132Tables_33Table type_E

Number of GRIPPAs_8 units C Type 7 units D Type

15 GRIPPA/132 Seats15 GRIPPA/33 Tables


39.

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OBSERVATIONS_ The high summer temperatures inside the bar mean that it is not used much by the customers.

bar 103 m2

chairs_47Tables_12Table type_B,C

Number of GRIPPA_16 units Type A (grey) 6 units Type A (red) 7 units Type B (grey) 8 units Type B (red)

47 GRIPPA/47 sillas47 GRIPPA//12 mesas


Plan of the zone bar of the Glacier with the disposition of the Grippas in tables.

40.

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table nº1 | type A table nº3 | type C

table nº2| type B table nº4 | type C

2 units. Grippa A . grey/red2 units. Grippa B . grey/red

2 units. Grippa A . grisey2 units. Grippa B . grey/red


1 unit. Grippa A . grey1 unit. Grippa B . grey



41.

section B-B’

section B-B’ section B-B’

section B-B’



table nº5 | type C table nº7 | type C

table nº8 | type B table nº8 | type C

1 unit. Grippa A . grey1 unit. Grippa B . red

4 units. Grippa A . grey/red2 units. Grippa B . grey




1 units. Grippa A . grey2 units. Grippa B . grey/red

42.

section B-B’


section B-B’



table nº15 | type C table nº7 | type C

table nº16 | type B table nº8 | type C

1 unit. Grippa A . red4 units. Grippa B . grey





1 unit. Grippa A . grey2 units. Grippa B . grey/red

43.

section B-B’


section B-B’


OBSERVATIONS_ This section of the bar does not have any air conditioning, which causes the inside temperature to increase considerably in the summer. For this reason it is hardly used by the customers during summer.

restaurante 41 m2Chairs_24Tables_7Table type_A,D

Number of GRIPPA_ 4 units Type B (grey) 2 units Type B (red) 6 Grippa/24 Seats6 Grippa/7 Tables

BAR-KITCHEN AREA_use of the GRIPPA.

Plan of the restaurant area with the disposition of the grippas on the tables.

barra bar

4 units Grippa B . grey 2 units. Grippa B. redGrippa B. Grippa B.

44.


PERCENTAGE OF USE_use of the GRIPPA.

In order to determine the actual use of the GRIPPA in bar Glaciar we have correlated the number of customers present during the observation times with the number of GRIPPAs used and the times of day at which we were carrying out the observations.

Due to the small number of GRIPPAs installed on the terrace, it has been decided to count only the number of people who have had the opportunity to use the GRIPPAs and not the total number of customers.

Graph of the percentage of use of the Grippas.

NOT USE66,8 %

USE33,2 %

(*)

(*) Is important to compare the different equations used for each bar:

Glaciar Bar:

Horiginal Bar:

45.




number of GRIPPAs in usetotal number of customers

in the bar





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5.2.4. INTERVIEWS AND SURVEYS_


A total of 23 surveys were carried out among the customers of bar Glaciar, all of which were carried out in the terrace area.

The results below show the relationship between the installed GRIPPAs and the number of customers.

5.2.4. INTERVIEWS AND SURVEYS. GLACIAR BAR. GRIPPA PROJECT. 46.

Personal information.


What do you think about the GRIPPA? Normally, where do you put your bag when you are in a bar?

Have you been using the GRIPPA?

Have you had any problem using the GRIPPA?

Why have you not been using the GRIPPA?

Which problem did you have using the GRIPPA?

The Grippa is useful and practical. You keep it between your legs.

He had not seen it.

No room for legs.

30%57%

48%

50%

4%

4%

9%

4%

17%13%

4%

4%

4%

4%

13%

4%

17%39%

9%

26%39%

17%

25%

25%

It is a good initiative.You hang it up on the chair.

Grippa is too small for the handle of tha bag.

It only avoids the theft by pulling.

People not used to see GRIIPAs.

It’s designed just for light bags with short handles.

It’s designed just for light bags with short handles.

It offers a good service and consideration towards the clients.

It is a fantastic idea, it should be in all the bars.You put it on the floor.

Grippa is installed too low so bags touches the floor.

Bag touches the floor.

It is difficult to put and remove thebag from the Grippa.

It is not new, there are similar products. You keep it on your lap/ on your shoulder.

Other: I always look for hangers.It’s not installed in a correct place, there is no room for legs.

Doesn’t use bag.

There are lots of hangers, but none against crime.

What does GRIPPA means?

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Rate the following criteria.


The information cards help to...

How do you think the Grippas could be improved?

It’s ok. 46%

4%

4%

8%

4%

8%

12%

8%

4%

8%

4%

12%

12%

38%

Making them more visible.

Colouring them.

Change the name.

New design for different thickness of handles.

Install them in a place different from the tables.

Close the Grippas from the terrace to avoid the quick theft.

Doing a more attractive and modern design.

Don’t Know.

Install the Grippas on top of middle table leg.

Install them in the chairs.

To put information stickers on the tables.

Installing them in the middle of the table.

handles could be rolled up to shorten them.

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A total of 3 surveys were carried out among the waiters of the bar Glaciar.

5.2.4. INTERVIEWS AND SURVEYS. GLACIAR BAR. GRIPPA PROJECT.

What do you think about the GRIPPA?

Are the GRIPPAS being used?

“It looks like a necessary and practical object”.

“ Yes, because we use to warn costumers about thefts and suggest them to use the Grippas”.

At first people doesn’t pay attention to the Grippas, it’s necessary to explain it to them.

“One day I suggest three french girls to put their bags in the Grippas, they were in the terrace. One of them did’t use it and they stole her bag.”

“Is a good idea, but customers don’t use them”.

How do you think they can be improved?

“Colour them to be more visible”.

How do the GRIPPA influence your work?

“They improve it because they do not leave their bags in the way”.“They improve it because they don’t use the chairs to leave their bags”.

In your opinion, which type of GRIPPA is better?

“Red closed ones: they are more visible and difficult to use, therefore they are safer “. (Type A)

“The grey closed ones: they are very safe and less visible”. (Type A)

Do you think the bar is a safer place with the GRIPPAs?

“ Yes, there is a special place to leave what you want to protect “.

“ Yes, it prevents form the quick theft”.

...draw your attention to the GRIPPA.

... understand how they work.

Information cards help to....

“Yes, they are essential”.

Yes, costumers play with them.

“Not, it’s necessary to explain them”.

50.

“To be more visible without loss of functionality”.

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Most of the bags lay on the floor. Thick handles are difficult to hang.

The use coexists with the non-use of the Grippa.Costumers keep the contact with their bags.


5.3. USER-BAG-FURNITURE RELATIONSHIPS.

Before installing the GRIPPA, there was an observation phase where customers were observed in order to find out how they looked after their belongings on a spontaneous, informal and personal level.

We found 6 different ways in which people generally left their bags, the safest being where the user remains in constant contact with their belongings (keeping them on their person or on the floor between their

legs) and the least secure being those who appear to completely forget about the whereabouts of their bags (hanging them off the back of their chairs or leaving them on the table).

Obviously, the aim of the GRIPPA is not to change the habits of those who are already careful with their belongings but to target those who do not tend to watch their bags so instinctively.

5.3. USER-BAG-FURNITURE RELATIONSHIPS. GRIPPA PROJECT.

Posiciones más comunes de colocación de los bolsos.

on lap. on floor between legs. on the chair.

hang it up on the table on the floor next to chair

Positions of maximum safety.

Not suitable bags.

52.

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5.3. USER-BAG-FURNITURE RELATIONSHIPS. GRIPPA PROJECT.

Positions of maximum safety. Contact with belongings.

Bags hanging from chair people keeps thei habits.

53.

6. CONCLUSIONS.This study has been very useful in highlighting certain factors that influence people’s use and opinions of the GRIPPAs. When determining whether or not to use the GRIPPAs, these factors can be as important, if not more decisive, than the design of the object itself. The study shows us that in order to promote a high usage of the product over a short period of time, it would be necessary to combine product development with an increase in: the level of collaboration with the bars (especially with the waiters), the graphic communication and other communication methods and the standard of test and evaluation resources (work/ time and scale).

On analysing the collected data from the observation period we can see that reactions to the GRIPPAs are very similar in both bars. This is in spite of the differences in observation in one of the bars, Horiginal, as we were unable to install designs C and D there, and in spite of the small amount of people occupying the interior sections of the bars due to the summer heat, particularly in Glaciar.

We can begin by confirming that the GRIPPAs were not used much in either bar while the field work was being carried out. This may be due to a combination of different factors:

6. CONCLUSIONS. GRIPPA PROJECT.

Lack of awareness or understanding of the product:

Limitations of the verbal and graphic communication designed to +draw the customer’s attention to the GRIPPA (53% did not use it because they had not seen it).

The graphic material was not as effective as planned due, in part, +to the lack of cooperation from the waiters in both bars (who did not replace the flyers etc.).

The “product inertia” phenomenon:

There appears to be a product inertia, which not only depends +on the design of the object itself, but also on the fact that the customers have not had much chance or much time to get used to the new GRIPPA product types.

In order for the GRIPPAs to replace the customers’ habits regarding +the security of their bags, a more aggressive campaign is required as well as a longer period of time in which to carry it out.

The GRIPPAs that were fitted to the counter of the Horiginal bar +are accompanied by hooks that were there prior to the start of the project. We have noticed that the customers tend to use these hooks more which, in turn confirms the previous statement.

We noticed a certain sense of embarrassment among some of +the customers at being seen to worry so much about bag theft, especially amongst groups of young people. At the same time, many of those who used the GRIPPAs did so after seeing someone else use them.

At the tables, quite a lot of people (24.5% in total) either did not +want their bags touching the floor or thought that the strap of their bag would not fit into the GRIPPA.

The project’s logistical problems:

The second phase of the field work was carried out in July while +the first phase took place in March. Between these months the temperature changed significantly in Barcelona, which in turn produced a change in the behaviour of the customers; in July we have seen little or no use of the inside of the bars. The lack of air conditioning caused high temperatures inside the bars, favouring the use of the terraces, especially in the case of Glaciar.

We were able to install very few GRIPPA in the terraces where the +customers were sitting, especially in the case of GLACIAR. This, added to the previous factor, has meant very little usage of the GRIPPAs.

In some cases the GRIPPA’s visibility has been minimal, especially +in Horiginal, where the terrace tables are covered by tablecloths the majority of the day.

54.

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Difficul to hang up and take off.Closing system seems to be more secure.

Very easy to take the bag off.Big size.

Very easy to take the bag off.Big size.Difficult to hang up thick handles.

Add a spring for better closing. Close the hook.

Close the hook.Use vertical version to make it easy to use.

GRIPPA type A GRIPPA type C

GRIPPA type B GRIPPA tipo D

6. CONCLUSIONS. GRIPPA PROJECT. 55.

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On analysing the surveys we found three main opinions from the customers of both bars:

It’s a very good idea to develop this type of hook that takes the security of people’s belongings into account.” (47%)

“The GRIPPA is useful, practical and comfortable. It provides a solution to the problem of where to hang your bag when you’re sitting in a bar.” (34%)

We can see that the majority of customers think that the GRIPPA is a good product with relation to security, comfort and practicality. However, the customers do raise some questions regarding its use. We have highlighted the following:

Design.

When we asked the customers what changes they would make to +the GRIPPAs the majority (56%) said that the GRIPPAs were “well designed and did not need to be changed”. Another percentage (17%) of those interviewed said that we should “make the GRIPPA’s design more attractive and up to date”.

Usefulness.

50% of those asked about the GRIPPA’s design said that “it did +not adapt to different types of bag”.

Here it is important to note that many people said that they did not +like the fact that because the strap was too long, their bags were touching the floor when hanging from the GRIPPA. In other cases people considered their bag straps too wide to fit the GRIPPA’s design and were therefore unable to use it.

Security.

48% of those surveyed about the visibility and use of the GRIPPA +said “I had not seen them”.

13% of those asked about the security of the GRIPPA said that +“they only avoid quick bag snatches”, so the thieves could develop other more subtle methods of stealing the contents of the hanging bags.

These two statements are contradictory to two of the main +objectives of the GRIPPA project: on the one hand, a visible product will increase its usage, but on the other hand it is necessary to camouflage the GRIPPA so that it will not be easily spotted by thieves. The final product should be a balance between these two objectives, although its visibility seems to be more important (48%), at least when the product is first being introduced to customer

On correlating the data from the observation period with the results of the interviews and surveys the following contradiction arises:

Despite most surveyed customers (81%) saying that the GRIPPAs were useful, practical and that they would feel safer using them, we saw that the majority of customers sitting at tables fitted with the GRIPPA did not use them. We have learnt that:

The GRIPPAs are used in the following situations:

When customers see the graphic communication.

When customers are warned by a waiter.

When the project is explained by the interviewer.

When they see another customer using it first.

The GRIPPAs are not used in the following situations:

When they are not seen by the customers.

When they do not adapt to a particular type of bag.

When the customers keep their bags in their usual place.

When they thought that the GRIPPA’s graphic communication was commercial advertising

56.

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Not necessarily - it may deter/discourage them if they see it.

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This tells us that we must be more aggressive with our communication for the GRIPPAs to have an influence over the customer’s habits. A demonstration of how to install the GRIPPAs in more bars of the same area, with regular customers, could help people become accustomed to the products during the observation period. Also, publicity needs to spread further than the bars themselves: promotion in the press and on the radio and television would help combat the product inertia of a new product on the market. At the same time it is important to install the GRIPPAs on all the tables in both bars. This would create a bigger impact in the bars and facilitate the communication of the project. In the same way, we also consider the waiters’ collaboration to be of great importance, as well as a longer test period to enable us to influence customer behaviour more effectively. We must also further promote the previously mentioned situations that favour the use of the GRIPPA.

In conclusion, we have not found problems in the design and function of the product, in fact the reactions of the customers would indicate the contrary, but we have learnt that when using the product, ‘external’ factors, such as those already mentioned, relating to how the product can be adapted and how much and when it is used are of the upmost importance.

diseños GRIPPA no funcionan bien en sí, sino las reacciones habladas nos indicarían al contrario, pero a la hora de la práctica (el objeto en uso) hemos aprendido la importancia de las factores ‘exteriores’, incluso aquellos ya nombrados, en relación a como se adapta al producto y a cuanto y cuando se utiliza.

57.

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7. ANNEXES7.1. SAmPLE INTERvIEwS.

61.7. ANNEXES. GRIPPA PROJECT.

Proyecto Grippa_ Encuesta Usuari@s

Bar: □ Glaciar □ Horiginal Hora: Lugar: □ Terraza. □ Bar. □ Restaurante. Edad: Sexo: □ Mujer □ Hombre Nacionalidad: Residente en Barcelona: □ Sí. □ No. Barrio: Habitual del bar: □ Sí. □ No. 1. ¿Qué opina de la Grippa?

2. Ha usado la Grippa? □ Sí. □ No. ¿Por qué?

3. Normalmente, ¿cómo prefiere dejar su bolso cuando se sienta en un bar? □ Colgado en la silla. □ Apoyado en el suelo. □ Sobre usted (sobre las piernas, en su hombro…). □ Entre sus piernas. □ Otro

4. Ha tenido algún problema usando las Grippas? □ Sí. □ No. En caso afirmativo, ¿cuál?

5. Valore las siguientes afirmaciones: Sí No Regular Observaciones

a. La Grippa es fácil de ver. □ □ □ b. La Grippa es útil. □ □ □ c. El bolso es fácil colgar en la Grippa. □ □ □ d. El bolso es fácil de descolgar de la Grippa. □ □ □ e. La Grippa se adapta bien a su bolso. □ □ □ f. La Grippa te hace sentir más seguro/a. □ □ □ g. La Grippa está situada convenientemente. □ □ □ h. La Grippa es suficientemente grande. □ □ □ i. La Grippa es estéticamente atractiva. □ □ □

6. La comunicación ayuda a …

a. … visualizar las Grippas. □ Sí. □ No. ¿Por qué? b. … entender cómo funciona la Grippa. □ Sí. □ No. ¿Por qué?

7. ¿Cómo cree usted que se puede mejorar la Grippa?

Grippa_ Users Form

Bar: □ Horiginal □ Glaciar Time: Place: □ Terrace. □ Bar. □ Restaurant. Age: Sex: □ Female □ Male Nationality: Resident in Barcelona: □ Yes. □ No. Neighbourhood: Regular at bar: □ Yes. □ No. 1. What do you think about the Grippa?

2. Have you been using the Grippa? □ Yes. □ No.

Why?

3. Normally, where do you put your bag when you are in a bar?

□ You hang it up. □ You put it on the floor. □ You keep it on your lap/ on your shoulder. □ You keep it between your legs. □ Other

4. Have you had any problem using the Grippa? □ Yes. □ No. If so, which one?

5. Rate the following criteria:

Yes No Regular Observations

a. The Grippa is easy to see. □ □ □ b. The Grippa is useful. □ □ □ c. Is easy to hang the bag. □ □ □ d. Is easy to take the bag off. □ □ □ e. The Grippa adapts well to my bag. □ □ □ f. The Grippa makes me feel safer. □ □ □ g. The Grippa is in a convenient place. □ □ □ h. The Grippa is big enough. □ □ □ i. The Grippa is aesthetically pleasing. □ □ □

6. The information cards help to …

a. … draw your attention to the Grippas. □ Yes. □ No. Why? b. … understand how the Grippa works. □ Yes. □ No. Why?

7. How do you think the Grippas could be improved?

Proyecto Grippa_ Encuesta Camarer@s

Bar: □ Horiginal □ Glaciar Hora: Edad: Sexo: □ Mujer. □ Hombre Nacionalidad: Residente en Barcelona:□ Sí. □ No. Turno habitual de trabajo: Zona habitual de trabajo: □ Restaurante. □ Bar. □ Terraza. 1. ¿Qué opina de la Grippa?

2. ¿Se están usando las Grippas? □ Sí. □ No. □ Regular.

¿Por qué?

3. ¿Cree que las Grippas son útiles? □ Sí. □ No.

¿Para qué? □ Proporciona seguridad. □ Procura comodidad. □ Son prácticas. □ Otro

4. ¿Cómo cree usted que se puede mejorar la Grippa?

5. La comunicación ayuda a …

a. … visualizar las Grippas. □ Sí. □ No. ¿Por qué? b. … entender cómo funciona la Grippa. □ Sí. □ No. ¿Por qué?

6. ¿Como influyen las Grippas en su trabajo? □ Lo mejoran. □ Lo dificultan. □ No lo afectan. ¿Por qué?

7. ¿Cree que el bar es un lugar más seguro con las Grippas? □ Sí. □ No.

¿Por qué?

8. ¿Cuál cree usted que es el mejor modelo?

¿Por qué?

7.2. COmPLETEd SURvEyS.

45.7. ANNEXES. GRIPPA PROJECT.

http://www.flouflou.es

Grippa Barcelona User's Test Final Report

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