Service Design
School - Team Project
Service Design For The Humber Room Restaurant
A service design project to help THR enhance their service.
Service Audit
Service Blueprint
Service Prototype
Background
Modeled after an upscale restaurant, The Humber Room is one of the many learning labs that is open to students and the general public.
Students in the hospitality and culinary program strive to provide guests with an excellent dining experience, and at the same time, allow them to apply their knowledge in a functioning restaurant.
My Role
Throughout the project, I actively collaborated with the team in every stage. I documented the service audit, facilitated co-working sessions, and contributed to brainstorming possible solutions. I then helped implement these ideas into the future-state service blueprint. One of the key solutions, revamping the menu, was my suggestion and played a pivotal role in the final outcome.
Our Main Question:
Are customers satisfied by the service offered to them by The Humber Room?
The next step involved conducting a service audit at The Humber Room. The purpose of this audit was to observe and gather evidence on the entire service process, including back-stage operations.
Through this service audit, we were able to identify the stakeholder ecosystem and all the actors involved in the service. After that, the team mapped out the core actor’s journeys.
Our next step was mapping out the current service blueprint which allowed us to have a complete view
of the service and eventually lead us to the core problems involved in the service.
Summary of Key Findings From Service Audit
Service speed is slow
Language barrier between students and customers
Hospitality students are very shy
Communication gap between different actors
→ Marketing - Customers
→ Marketing - Instructors
→ Hospitality students - Hospitality professorLack of awareness of The Humber Room nature
We conducted a co-creation session to explore solutions for the main problems that we discovered during our on-site visits to The Humber Room. We had 3 participants for our co-creation session.
Problem 01. Slow service for a restaurant that is only open from 12:00pm - 2:00pm
Problem 02. Weak lines of communication between students and customers.
Problem 03. Inconsistent delivery of information across various channels.
Workshop Outcomes / Insights
Short-term solution
Pairing students with service experience with students with minimal experience in service together to reduce the learning gap and assist in providing customers with a better dining experience.
Long-term solutions
Lengthening the classroom/restaurant hours at the Humber Room will increase training opportunities, allowing students to further develop their skills and knowledge.
After conducting a co-creation session, our team reviewed the suggestions, ideas, and feedback that were generated by our participants. We organized these solutions into two categories: Short term solutions and long term solutions.
Short term solutions allows our team to implement solutions on urgent issues, thereby immediately improving customer satisfaction.
Long term solutions can build upon our short-term strategies but align it with The Humber Room’s overall vision and organizational goals.
