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The automated menu will consist of three primary components: (1) Food selection, (2) Payment, and (3) Surveys and Reviews. Together, these three will address all of the problems stated in the previous two sections.
Food selection would replace the entire ordering process previously handled by a live waiter. Patrons would sit down at their table and be faced with an opening screen on a console with a welcome message and an invitation to order food. Customers would be able to navigate the menu somewhat like a website. The ordering process would be facilitated by a number of features, including a search function, which enables the customer to narrow down food selection based on personal preference, a suggestion button, nutritional information, and access to previous customer reviews on menu items. In addition, diners feel no pressure to order from hovering waiters.
Payment would be very similar to payment on an online website – the diner would simply have to enter their credit card number and wait for online authentication. There would be no need to flag down a waiter in order to submit payment for the meal. All tips for busboys and other restaurant employees would also be handled through the console.
Surveys and reviews are very important to restaurant owners, chefs, and employees – they need to know if the customers are satisfied. At the end of the meal, customers would have to option of filling out general restaurant surveys as well as specific reviews on the meals ordered that evening. These would prove beneficial to both the restaurant and to future customers. This information would be stored in a database for access at ordering time for other diners. There would no longer be any guesswork involved on the part of the waiter with regards to how many past customers enjoyed a particular dish – the information would be right at the fingertips of the customer.
Experiment
In order to test the automated restaurant menu, we will first use a paper prototype of the menu interface with participants, considering independent/dependent variables and tasks involved. We will mainly test to determine how long it takes to place particular food orders from a set menu, or the food order of the participant’s choice. Later, we will use the actual prototype.
The independent variables in these tests will be the structural organization of the program. The program can be organized in either a linear fashion that loops continuously or in treelike layers. Orders can be placed sequentially or sent in all at once. One consideration with both approaches is how the program will go back when customers want to make a change before committing their order. Other independent variables are the various input methods for the order, including touch screen, keyboard, or even a voice recording.
The dependent variables in the experiment are the total elapsed time to place a food order and overall customer satisfaction. Depending on the manner in which the menu is organized, the time it takes to place an order and the user experience will vary widely.
Since people from all walks of life visit restaurants, we would like to include those who have specific eating habits, such as vegetarians, people with certain medical conditions, and people of certain religions (e.g. Hindus don’t eat beef, Jewish people don’t eat pork).
Participants’ tasks include browsing through the menu, making their selections (including specifying their instructions for certain ingredients and cooking instructions), changing/canceling their orders, and searching for particular food items. Other possible tasks may include paying the bill, filling out an optional feedback form, rating specific food items, and looking up the ratings for a particular food item.
Results from the experiment could vary. We predict that participants will take less time to place their orders, which means that they found the menu system intuitive and easy to use. However, if participants take longer than usual to place food orders or give up altogether, it means that the menu system was too complex and confusing to use. This situation could happen because participants got lost in the menu layers, or because changing their order in the middle required them to start all over for some reason. We would need to refine the design, perhaps reorganizing the structure of the ordering process, or make it easier for customers to change their order.
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