Improve customers’ in-store queuing problem

By decrease 75% customer wait time

Image credit: LTUX.Taipei

Year: 2016

Company: Journey Kaffe / Journey Maker Ltd.

Role(s): Service Designer and Project Manager

Contributions: User Behavior Research, Queuing Model buildup, Improvement Proposal, Vendor selection, Implementation.

Project Goal: Increase quality of service from average wait time of 2 hours, to bake a customer’s DIY pizza, to less than 30 minutes during peak hours of the cafe.

Final Result / Deliverable:
Decreased 41% of cost spending by using the queuing model to find the best improvement solution.

Below showcases the process

Step 1

Analyse customers' journey, focus on time spent at each service phase, based on observation

Step 2

Pull in factors and current data to build queuing model

Step 3

Propose best solution based on outcome predictions with different factors inputs