Matt Dyke \ Restaurant Magazine's Digital Innovation Forum
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Matt Dyke, Co-Founder and Chief Strategy Officer at AnalogFolk, addressed the audience at Restaurant Magazine's Digital Innovation Forum on 16 September 2014
Transcript of Matt Dyke \ Restaurant Magazine's Digital Innovation Forum
FOUNDED 2008�
FOUNDED 2008�WE USE DIGITAL TO �MAKE THE ANALOG �
WORLD BETTER�
FOUNDED 2008�A NEW YORK MINUTE �
FOUNDED 2008�2004�
�
1hr 05m�
FOUNDED 2008�2004�
�
1hr 05m�
2014��
1hr 55m�
FOUNDED 2008�THIS IS NOT
GOING TO GO AWAY �
FOUNDED 2008�THE NEXT FEW
YEARS�
FOUNDED 2008�IPHONE 6�IPHONE 6�
FOUNDED 2008�IPHONE 6�APPLE WATCH�
FOUNDED 2008�IPHONE 6�INTERNET OF THINGS�
FOUNDED 2008�IPHONE 6�NUTRITION TRACKING �
FOUNDED 2008�IPHONE 6�NETWORK POWER�
FOUNDED 2008�IPHONE 6�DESIRE TO SHARE �
WHILE YOU WERE SHARING… �
FOUNDED 2008�IPHONE 6�NUMBER OF REVIEWS�
FOUNDED 2008�
BUT… �
FOUNDED 2008�BEWARE OF
SHINY THINGS�
FOUNDED 2008�
YO! BURGER DRONE �
FOUNDED 2008�
INAMO PROJECTION TABLE �
FOUNDED 2008�
SUBLIMOTION IN IBIZA �
GARTNER HYPE CYCLE FOR EMERGING TECHNOLOGIES�
FOUNDED 2008�LOOK FOR
OPPORTUNITES TO ADD VALUE �
FOUNDED 2008�
FOUNDED 2008�UNDERSTAND HOW CUSTOMERS USE
TECHNOLOGY�
FOUNDED 2008�
“PRODUCTS ARE CONSUMED, SERVICES ARE EXPERIENCED” �– D. MAISTER �
��
[S] = [P] – [E] �[SATISFACTION] = [PERCEPTION] – [EXPERIENCE]
FOUNDED 2008�
RESTAURANT CONSUMER JOURNEY�
SEARCH FOR A RESTAURANT
FIND A RESTAURANT
CHECK REVIEWS
BOOK A TABLE
COMMUNICATE BOOKING TO GUESTS
LOOK AT FOOD MENU
ARRIVE AT TABLE
LOOK AT DRINKS MENU
RECEIVE FOOD
ORDER FOOD
ORDER DRINKS
LISTEN TO SPECIALS
WRITE REVIEW
SPLIT OR PAY BILL
RECEIVE BILL
ASK FOR BILL
LOOK AT DESERT MENU
ORDER DESERT/COFFEE/APERTIF
FOUNDED 2008�
[IMPROVE]�
FOUNDED 2008�
[IMPROVE]�[SOLVE]�
FOUNDED 2008�
[IMPROVE]�[SOLVE]�[INVENT]�
FOUNDED 2008�SPOT THE
INNOVATION GAP �
FOUNDED 2008�SPOT THE
INNOVATION GAP �
FOUNDED 2008�SPOT THE
INNOVATION GAP �
FOUNDED 2008�TASK �
FOCUSED HOSPITALITY�
OCCASION FOCUSED
HOSPITALITY�
FOUNDED 2008�
REMOVING FRICTION �
FOUNDED 2008�
REMOVING FRICTION �
FOUNDED 2008�
[FRICTION IN DINING]
ADDING FRICTION �
ADDING FRICTION �
FOUNDED 2008�
PRINCIPLES�
UNDERSTAND USER EXPERIENCE
REMOVE PAIN POINTS AND ENHANCE MAGIC MOMENTS
SPOT THE INNOVATION GAP
IMPROVE CUSTOMER EXPERIENCE, NOT YOUR EFFICIENCIES
USE TECHNOLOGY TO SUPPORT SERVICE STAFF
USE EXISTING TECH RATHER THAN INVENTING YOUR OWN
INVEST IN PROVEN INNOVATION
RETHINK HOW YOU MEASURE SUCCESS
