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