MyMetrics at Hyper Island

MyMetrics: Using expectation and experience to inspire service innovation and improvement

Group 6

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MyMetrics at Hyper Island

Overview

Service being evaluated:Restaurant

Contents:1. Background2. Research3. Taste vs. Price4. Ambient• Service / Readyness• Menu / Information• Overall experience• Opportunities1. Observations

Team membersAnna DorraniCharlotte KalrbergFábio ResendeRobin Lantz

MyMetrics at Hyper Island

1. Background

Using the ‘five fundamentals’ of service, a range of personas and other materials,

we’ve created several ‘MyMetrics’ - measures of experience focused on a specific

type of service - In our case Restaurant

We spent an afternoon observing, analysing and thinking about service design and

innovation opportunities for our service…

The research followed a talk called ‘designing services’, which can be found at

http://www.slideshare.com/servicedesign

MyMetrics at Hyper Island

2. Research

MyMetrics at Hyper Island

3. Taste vs. Price

What we expected to happen:Good Taste at a reasonable price

Max: 100:-Business lunch: 150 :-

What actually happened:Good price for good amount of good

food.

Went as expected

Examples:At the first place, if you know what to

order you can have a really good food for the value (aroud 60 :- )

At the second place we basically guesses and it turned out ok (around 75:- ).

MyMetrics at Hyper Island

4. Ambient

What we expected to happen:Cozy, quiet, not rushWelcoming environmentWarm

What actually happened:First Place: Cozy, warm. Better than

expected

Second Place: Plain and sterile. Not as good as expected.

Examples:The first place was surprisingly cozy and

warm. Better than expected

The second place was as function oriented, not ornamented, as expected.

MyMetrics at Hyper Island

5. Service / Readyness

What we expected to happen:Nice peopleResponsiveService mindedPresentable

What actually happened:First place: Good, fast. Better than

expected

Second place: As expected

Examples:In both places you had to go to the

counter to order your meal.The first place had good and fast service

and was better than expected.The second place was also fast but not

particularly polite. As expected.

MyMetrics at Hyper Island

6. Menu / Information

What we expected to happen:Clear understandable menus, with the

ingredients clearly stated.Maybe english menu

What actually happened:First place: Clear undestandable. As

expected.

Second place: Menu not specific. Worse than expected

Examples:First place had a very comprehensible

menu. The ingredients were details and easily understood.

The second place had no real explanation of the menu. For instance they write “vegetables” but do not say witch ones.

MyMetrics at Hyper Island

7. Overall Experience

What we expected to happen:Matching

food/ambient/drinks/personnel

What actually happened:First place: Good overall experience.

Better than expected

Second place: Not good but not bad either. As expected

Examples:The first place had some pre-fabricated

food (soup) witch was less than ideal and did not correspond to the amout paid. On the other hand, the ambient was better than expected.

The second place had fair food for the money and ok ambient.

MyMetrics at Hyper Island

8. Opportunities

• The personnel should be trained and maybe rewarded for promptness of service and the menus should be more comprehensible. This would be done by getting more research done about what customers needs and what is the personnel able to do.

MyMetrics at Hyper Island

9. Observations

[Finally, what would you change about this exercise?]• Going to the places and actually ordering stuff• Trying to set up the “personas” prior to going into the place• Visited more places• To get more references