Queuing Coffee

OBSERVATIONS:

We began immediately going to La Prima, finding it in a relatively stable state, with the line consistently staying at 3 people.  It was obvious that the new system employed at the beginning of this semester (having one line for ordering and paying), helped with congestion and with the simplicity of the system, but we wondered if it really cut down on time.

We returned at different times in the day, taking data and making observations.  The most interesting data we collected was during the 12:20-12:40 Window.  Here is a photo to juxtapose with the one above.  Note that the photo above shows only 3 people, these were the only three in the line.

Note that we had to rearrange our photo angle and were still unable to capture the entire line.  We decided to pick a random customer in the line to track through his experience (just as disney employees pick a random rider in a line to post wait times).  We noted what was happening around our subjects, but only to a certain extent.  Something that oft happened was other students weaving through and inconveniencing the test subjects.  The following are the observations we noted

First test Subject (begins 8 people back):

> - within 1 minute, one person left, 1 person budged

> - Conclusion: archaic queue style

> - takes this subject 8 people back 2:20 seconds to place order, and receives beverage at 4:30, ~two minutes after order

> - budger's method succeeds

Second test Subject:

> - another person left, rate of consumer loss, .25 people per minute based on this data

> - waiting a minute, not even halfway through line

> - took 2:45 to order, received iced tea immediately.

> - 10 minute rush hour window over

We also noted that a considerable amount of traffic involving commuting students was piling up in this area 

Due to the queue which had basically formed a wall obstructing convenient movement through the area.  A passerby noted to us that La Prima had a "terrible location, being in one of the most trafficked doorways on campus."  In a sense he was right, but he was only speaking from a commuter standpoint.  In the perspective of the business, for marketing reasons, moving would be out of the question.

GOALS:

We have brainstormed several ideas to answer the question of how to improve the experience of ordering and picking up food at La Prima. Our goals are to cut down time spent waiting in line to order and to decrease the amount of obstruction the queue causes in the main entry to Wean Hall. This will be beneficial for both the customer and La Prima. The customer benefits from having to wait less and being less uncomfortable from blocking the way to the elevators as people weave through the line. La Prima benefits because the faster the experience is the more practical an option it is for customers, increasing their output. Another benefit is that people walking to class through Wean will be less inconvenienced. 

IMPLEMENTATION:

We plan to introduce a new means of ordering through an app that can be deployed onto iPhone and Android phones as well as touch screens available for use at the actual physical location. 

Customers will submit their order through the app, either in the touch screens available at La Prima or from any designated place on campus using their phone as they prefer. Several screens will be set up so multiple orders can be handled in parallel. 

(Above: Three touch screen interfaces allows for 3 lines to queue up)

As multiple orders can be handled on location simultaneously, and also many people will order through their phone, time spent waiting on line will be cut hugely. 

(Above : La Prima employees will receive the orders through a screen on their end.)

 This way their time is less divided between handling customer transactions and preparing orders, so there will be an increase in efficiency from that.

Customers would be able to make orders from their phone from anywhere on campus, getting rid of the need to wait in a physical line. 

When an order is completed, customers who ordered through their phone will receive a notification that it can be picked up. The customer could also be notified through the information display screen on the wall.

EMBODIED EXPERIENCE:

When anyone goes to order food, they look at the menu.  They make the selection from the menu, and our update is just cutting out the middle man.

Also, when you've gone somewhere enough, servers will know what you want if they're good, but this app will know it indubitably.  If you walk into the restaurant, we propose that your app would ask you if you would like to duplicate your most common purchase, and just with the swipe of your phone.

We believe that this implementation would not only convenience the shop and customers, but also benefit simple commuters in between classes.