Redesigning the Waiter Booking System to increase Employee and Customer Loyalty in the Restaurant and Event Industry
TjenerTeamet case study
TjenerTeamet is a provider of waiters and bartenders for companies to hire for events. However, as a human-centered service, TjenerTeamet faced challenges with unreliable staff and inconsistent work quality. Recruiting new waiters also proved to be an expensive and time-consuming process. In response, we launched a project to develop an innovative solution with the goal to enhance employee and customer loyalty.
Semester project, University College Absalon, 2020
In collaboration with TjenerTeamet
How can TjenerTeamet identify challenges in their service experience and use innovative initiatives to create solutions that foster employee and customer loyalty?
Solution
After gaining insight into TjenerTeamet and its challenges, the team found that the biggest challenges arose in creating employee (waiters) and customer (client) loyalty. The proposed solution aimed at waiters, as it was found to be at least as important as the client's perspective, due to the waiter's position in TT's service ecology. An improved app was proposed with a better review system and the ability to motivate and retain both waiters and clients.
Process
We collaborated closely with TjenerTeamet using an open innovation approach. Our team followed an iterative process, collecting and analyzing data to prepare ideas. We conducted semi-structured qualitative telephone interviews with relevant stakeholders to gain a comprehensive understanding of the company, its contextual environment, and the interactions between clients, waiters, and service providers. These interviews formed the basis for creating waiter and client personas using Empathy cards, which helped us understand the emotions and needs of our clients and waiters.
We used Touchpoint IQ to gather insights and evaluate the quality of interactions at various touchpoints, identifying areas where improvements could be made and measuring the impact of proposed solutions. We utilized the Design Sprint to speed up the design process and spark ideas using Lightning Demos. Additionally, we mapped out the customer journey and identified touchpoints where improvements could be made using a service blueprint. This tool helped us visualize the service ecosystem and uncover opportunities for innovation.
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Takeaways
During this project, the team learned the significance of collaborating closely and adopting an open innovation approach to solve a problem. The project also taught the team that the best solution may not require reinventing the wheel, but could be based on already functioning ideas that can be improved through methods such as Lightning Demos.
During the project, the team learned the importance of contingency planning and risk management, especially in the face of unexpected challenges such as those presented by the Covid-19 pandemic. The group formulated an implementation and rescue plan to mitigate the impact of any unforeseen events during the project's execution, demonstrating their ability to adapt to changing circumstances and ensure successful project delivery.
Tools & Methods
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Touchpoint IQ
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Expert interviews
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User group interviews
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Inquiry analysis
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Business Model Canvas
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Personas
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Empathy map
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User Journey
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The Design Sprint
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Digital prototyping
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Service Blueprint
