• Identify the users: involved and affected people
• Identifying the strengths and weaknesses of the current service
• Identifying user needs
• Identifying service lacks and comprehend how they affect
• Identifying touchpoints of the users with the system
• Identifying peak traffic times
A user map is defined to distinguish primary, secondary and tertiary users and more specific and relevant groups inside each one of these categories.
Primary users are considered all the clients consuming the cafeteria resources, from physical space or microwaves to alimentary products and the staff in direct contact with those.
Secondary users are considered the cafeteria personnel involved in the “back end” of the service, that is, the elaboration of products.
Tertiary users are considered managers, providers and other members not present in the environment of the cafeteria where the interaction with the service takes place.
Questionnaires are cheap in terms of resources, easy to fill and easy to analyze.
One different kind of questionnaire for each group of primary users was elaborated and they were asked to be filled during 3 days, from 10-12h and 13-15h at the cafeteria and classes context.
Header with a brief explanation of its purpose, the future usage for the gathered data and the steps to fill it.
Simple lists for 3-6 statements to gather demographic information (education, professional experience, frequency of use of the cafeteria…)
Five options likert-scale (from completely agree to completely disagree) for 11-13 statements regarding the current service (how the systems are perceived, how the experience with the interaction is…). Affirmative and negative propositions are combined in order to avoid the confirmation bias
A final open question for the user to suggest possible changes in the system
Identifying user activities in a short time
Observations were performed during 2 days, from 10-12h and 13-15h at the cafeteria, taking notes of the date, the current time, the amount of clients, products selected and time measurements for activities that were previously specified
· Waiting in the machine queue
· Product selection and ticket collection in the machine
· Ticket delivery/ order
· Receiving the order
