ux poland 2016 - wyatt starosta - exposing the hidden choreography of restaurant hospitality

Wyatt Starosta@opentabledesign

Exposing the hidden choreographyof restaurant hospitality

Source: www.loopnet.comSource: olivegarden.com Source: jasonjburns.com

Menu Placeholder

Source: http://hamptoninnchandler.com

ACT ISNAPPLEBEE’S

3 O’CLOCK TODAY

Chapter 1

PRE SHIFT LINEUP

Chapter 2

7 PM AT SNAPPLEBEES

Chapter 3

AT THE TABLE

Chapter 4

WYATT

Source: only1ivy.blogspot.com

Snapplebee’s

Snapplebee’s

• My name• My email address• My phone number• My home address• My zip code• My birthday

INFORMATION GIVEN

Snapplebee’s

• What we ordered• How much we spent• How long we stayed

• My name• My email address• My phone number• My home address• My zip code• My birthday

INFORMATION TAKEN

INFORMATION GIVEN

Snapplebee’s

• What we ordered• How much we spent• How long we stayed

• My name• My email address• My phone number• My home address• My zip code• My birthday

• Kendra’s food allergies• My drink preference

INFORMATION GIVEN, NOT TAKEN

INFORMATION TAKEN

INFORMATION GIVEN

WEXFORDS

ACT II

ONE WEEK BEFORE

Chapter 1

INTERNET SEARCH

HOST

THE DAY BEFORE

Chapter 2

WYATT HOST

PRE SHIFT LINEUP

Chapter 3

source: new york times

GENERAL MANAGER

SERVER

HOST

SERVICE PLAN

SOMMELIER

CHEF

Wyatt Starosta Guest Leon Merrifield Guest

Ti�any Lee Guest Bill S. Guest

Needs to depart at 9:10

Allergy: Shellfish

Allergy: Gluten, Dairy

Wyatt Starosta Guest Leon Merrifield Guest

Ti�any Lee Guest Bill S. Guest

Needs to depart at 9:10

Allergy: Shellfish

Allergy: Gluten, DairyGuest

7PM AT WEXFORDS

Chapter 4

HOST SERVERWYATT & KENDRA

Chapter 5AT THE TABLE

Japan smooth service

Wyatt Starosta Guest Leon Merrifield Guest

Ti�any Lee Guest Bill S. Guest

Needs to depart at 9:10

Allergy: Shellfish

Allergy: Gluten, Dairy

Wyatt Starosta Guest Leon Merrifield Guest

Ti�any Lee Guest Bill S. Guest

Needs to depart at 9:10

Allergy: Shellfish

Allergy: Gluten, Dairy

DOCUMENTING THE EXPERIENCE

Chapter 6

Snapplebee’s Wexfords

INFORMATION GIVEN

• My name• My email address• My phone number• My home address• My zip code• My birthday

INFORMATION TAKEN

• What we ordered• How much we spent• How long we stayed

• Kendra’s food allergies• My drink preference

INFORMATION GIVEN, NOT TAKEN

Snapplebee’s Wexfords

• My name• My phone number• My anniversary• After dinner plans• Kendra’s food allergies

INFORMATION GIVEN

• My name• My email address• My phone number• My home address• My zip code• My birthday

INFORMATION TAKEN

• What we ordered• How much we spent• How long we stayed

• Kendra’s food allergies• My drink preference

INFORMATION GIVEN, NOT TAKEN

Snapplebee’s Wexfords

• My name• My phone number• My anniversary• After dinner plans• Kendra’s food allergies

INFORMATION GIVEN

• My name• My email address• My phone number• My home address• My zip code• My birthday

• What we ordered• How much we spent• How long we stayed• My career history• My recent travel• My interests• Food preferences (water,

wine, prawns)

INFORMATION TAKEN

• What we ordered• How much we spent• How long we stayed

INFORMATION GIVEN, NOT TAKEN

• Kendra’s food allergies• My drink preference

• My name• My phone number• My anniversary• After dinner plans• Kendra’s food allergies

• My name• My email address• My phone number• My home address• My zip code• My birthday

• What we ordered• How much we spent• How long we stayed• My career history• My recent travel• My interests• Food preferences (water,

wine, prawns)

INFORMATION GIVEN, NOT TAKEN

• Kendra’s food allergies• My drink preference

Nothing

WexfordsSnapplebee’s

INFORMATION GIVEN

INFORMATION TAKEN

• What we ordered• How much we spent• How long we stayed