Ceci Michelena Serv 216 Winter 2013 Assignment 5

Main Problem
How can we attract more
young people while still
meeting the needs of the
elderly?
 Service Blueprint
(Before solutions are put into place)

Expecting
Eager Optimistic Pensive Confused Impatient Over it. Unsure Happy Ready to go
more
! find table,
stand and wait add toppings at choose where to
Park at Cafe Walk in Go to counter choose item off order food pay with cash get receipt eat food and exit and go to
for order condiments sit (inside or out)
menu or drinks or card enjoy nice car
table
scenery

Cashier takes ! Chef prepares

order and
Physical encounters food
charges
customer

Employees ! Chef needs to

!
Behind the scenes hand wrote refil condiments
menu in very periodically
small font.
Generating Ideas For Optimization
Method useds:
Selected random nouns: Take Basic Rules & Break Them
- Water - Language - Order food at the counter
- Boat - Ballon - Pick food from the menu
- Car - Push-pin - Fix food/drinks at the condiments
- Escalator table
- Horse - Clean up your mess
- Dog - Wait in line, order, pay, wait for food
- Gravity
- Candy
 Ideas for Optimization
-Play some music
- Install a TV
- Have live music
- Put softer decorations
- Put couches for a hangout area
- Offer dog services (water bowls)
- Install room dividers for privacy
- Set up a reading/working area
- Set up refreshments tables around park
- Lower the price and improve quality
- Train employees to offer better service
- Label newspaper & magazine area
- Rent out umbrellas
- Sell blankets, hats, brisbees (park items)
- Offer special deals to attract more people
- Rent out coolers with drinks
-Display cafe signs in park cold beer $4!
- Have employees refill customers drinks
- Hire more employees
- Train employers to better satisfy customers
- Put condiments table where chef can see
- Have employees check condiments table
- Offer senior discounts
- Frequent customers get discount card
- Advertise through facebook
- Offer free wi-fi
- Put comfy chairs to work in
- Have outlents for students to work on comps
- Offer student discounts and specials
- Allow SCAD debit
 Optimization Decision Matrix
Top 5 Optimization Ideas (1-10)
Advertise Comfortable
Student Rent Out
Through Install a TV Chairs For
Discounts Park Items
Facebook Working
Desirability (x35) 210 245 175 245 315
Usability (x30) 240 180 150 240 270

Reliability (x15) 90 75 90 105 75

Adaptability (x20) 160 80 160 180 140

Total 700 580 575 770 800
 Optimization Scenarios
Advertize Forsyth Cafe on facebook: Install TVs:

Student sees cafe Walks to cafe Orders advertised drink and Walks to cafe Stays to watch TV enjoys comfortable
advertised on facebook does homework with coffee environment while
watching favorite show

Comfortable seating so customer stays: Park accessories rental:

Orders coffee Sits in comfy chair Stays to do homework Comes to park with dog Rents umbrella Has relaxing day at park
Generating Ideas For Transformation
Method useds:
Selected random nouns: Take Basic Rules & Break Them
- Water - Language - Order food at the counter
- Boat - Ballon - Pick food from the menu
- Car - Push-pin - Fix food/drinks at the condiments
- Escalator table
- Horse - Clean up your mess
- Dog - Wait in line, order, pay, wait for food
- Gravity
- Candy
 Ideas for Transformation
- Order food at park entrance, pick it up at other end
- Order food through phone app while at the park
- Create your own dish and pick ingreidents from menu
& cooking method
- Bring your own ingredients and chef prepares food
- Rocket launches order to your location in the park
- Robot adds condiments to your order to make food
more desirable
- vacuum-suction tables suck up the mess
- Robots eat trash off tables
- Food brought to the table through a mini river
- Food delivered to people in the park on a horse
- Put a push-pin on the menu to pick the item you
want
- Serve food/drinks on candy-filled plates/cups
- Anti-gravity plates will float the food to customers
tables
- Ride through order line on a boat
- Order on ground floor, take escalator, get food,
take escalator to top of tree & eat
- Food delivered by birds and dropped at your location like dumbo
- Put acquarium for people to look at in line
- Put in a drive-through
- Put an escalator to underground level to a dayclub for younger
customers
- Horse carriage goes around park selling starbucks
- Push-pin your written order to a revolving belt to send order
to cashier
- Robot takes your order and customer can pick language of
robot (ideal for tourists)
- Free candy with each drink
- Put trivia question on receipts, if customer wins, they get free
candy
- Split cafe and make different themes/music/decor
- Revolving tables- sit down, table moves to counter to order,
then moves to window for view to eat.
- Rent out dogs for people in the park to play with
- Turn outside eating into a water park for cafe customers
- Put food in balloon and fly it to customers in park
- Install a ball pit in the center of cafe
Transformation Decision Matrix
Top 5 Transformation Ideas (1-10)
Horse
Order food Push-Pin
through App Starbucks Acquarium Dog Rental
Menu
Carriage
Desirability (x35) 315 175 140 280 315

Usability (x30) 270 180 120 240 240

Reliability (x15) 135 105 105 105 90

Adaptability (x20) 140 100 60 120 120

Total 860 560 425 745 765

 Scenario
Order food through app:

Orders food through iPhone app Picks it up at cafe when ready and pays Doesnt wait in line and quickly gets food
 Final Result Overview
Student sees Notices discount, Go to park Order food
cafe advertised calls friends to and pick spot through phone
on facebook go to park in grass app

pick up food Rent chairs hang out in

at cafe when and frisbee park with Return items
ready from cafe cafe items at cafe

Go home