Two experience maps are defined to describe the experience of the users with the system of both cafeterias. The structure and the content were extracted from the questionnaires and observations analysis tools.

Structure

Stages regarding the activities

Resources involved in each stage

Diagrams to show the evolution of time and tasks carried out in each stage

Thinking section. Questions that the user asks her/himself during each stage

Feeling section. Emotions that the user shows in each stage (foreign students feelings are remarked)

Experience section. A bar chart to show enjoyability, relevance and helpfulness levels

Conclusions

The main problems are related to the waiting time due to the accumulation of people ordering, in the machines and delivering the tickets in case of Padre Soler, and in the bar in Sabatini, and taking the ready orders or in case of non consumers, queueing for the microwaves.

Alicia Montero

Student and eventual client

Juan Herrera

Student and daily user of cafeteria resources

John Smith

Foreign student who does not control neither Spanish language nor the distribution of the campus

Isabel Pérez

Professor, frequent client and sporadic user

Three user journey maps are defined to show the different paths that each persona follow regarding the cafeteria they are used to.

Juan Herrera

Due to economic problems, he needs to bring his own meal everyday and uses the microwaves and other cafeteria resources, such as furniture.

John Smith and Alicia Montero

They frequently struggle with finding what they want to purchase in the machines and getting the ticket with their order. They find really difficult handing the ticket in due to the disordered in her case and to the language in his case.

Isabel Pérez

She feels more comfortable using directly the bar to make her daily orders. She needs a quick and more personal service.