A tablet application that speeds up restaurant services, and enhances customer experience


Aug - Oct 2015


UX Researcher



Domain Research







The Probem

In this project, we explored some common pain points of restaurant goers. The most common problem was wait time at nearly all stages of the process: walking in to a restaurant, waiting for the waiter to attend the table, waiting to get food, and billing. On a busy day, there might be wait times at every stage. However, the reported wait times were usually only at some stages, and not all at once.


The research process involved interviews and field observations at restaurants.

    Interview demographics and data:

    • Number of interviewees: 6
    • Age range: 19 to 27
    • 6/6 said they prefer to eat out with someone rather than alone
    • The preferred average waiting time for food was 15 minutes

    Research findings

    • Waiting time is the most common customer concern
    • Some customers find it difficult to choose a dish due to lack of knowledge about a dish
    • Ease of calling the waiter
    • Quality and taste of food


    To gain an understanding of people's behaviours and understand any problems in the entire restaurant system, we conducted obsevations. My two teammates and me each went to separate restaurants and took down notes. We later met up and walked through our notes and narratives.

    Fig above: Field observation notes at restaurants

    Fig above: Field observation notes at coffee shops

    Fig above: Sketches of the restaurants

    Semi Structured Interviews

    We conducted a total of 6 semi structured interviews. There were a basic set of questions that we asked, beyond which it was open ended conversation about the subject of restaurants. Here are sample interview notes.

    Fig above: Screenshot of an interview transcript

    Understanding research data

    We used Affinity Diagrams to classify raw research data in related groups. With this we were able to narrow down our findings to their core categories. 

    Flow models helped us undestand how these different elements relate to, and affect each other.


    To represent our target users, their concerns, and requirements by making personas. Our target users are familiar with technology like smartphones tablets, and the internet. They are the ones who eat out more frequently either for regular meals, or for leisure. The personas represent this target demographic very accurately. 



    We brainstormed over 60 different solutions to solve the problems related to waiting time and process efficiency. We drew up storyboards to get a sense of how our ideas would play out in the real world. 

    The Solution

    From our research, we found that our solution needed to address the most common pain point - which was wait times in general, and especially during rush hours. Our solution to reduce wait times was an overall improvement in the system process, and using technology to accomplish this. Another solution was to make the wait times appear to be lesser. Our solution could also be used to alter the perception of waiting inside the restaurant.

    We came up with a system that is connects the table, billing, and kitchen - A Tablet application running on a tablet placed on the surface of a table. 



    Various features on the tablet. Since apps can be installed on the device, functionality can be customized as required.


    Orders are customized and placed right from the menu


    No more waiting to get the check! Pay right from the table.