UBC Undergraduate Research

A design solution prepared for AMS Nest Bruneau, Audrey; Lucchi, Gregorio; Oh, Rosaline; Pong, Lanny; Shu, Hao Levin; Tang, Cecilia Sze Sze

Abstract

Alma Mater Society (AMS) has struggled to get a deep understanding of the needs and wants of AMS Nest users, because it lacks access to focused, constructive feedback from a representative sample. This lack of data-driven insights has led decision-makers in AMS to make key decisions about the Nest haphazardly, without fully consulting major stakeholders, such as its end-users. Thus, we identified an opportunity to empower decision-makers in AMS to make data-driven decisions by devising methods to better collect data. With more data, AMS can: • Evaluate current performance(eg. user satisfaction of products and services) • Identify problem areas that contribute to poor user satisfaction • Find potential solutions (eg. find next food item to add to menu) • Indirectly engage users in decision-making With these insights, decision-makers in AMS Nest can better understand the needs and wants of the users, and better create an enjoyable Nest experience. In particular, we focused the scope of this design to methods on how to regularly collect data about user satisfaction and feedback about the to-go AMS owned food outlets. Using the following design methods, we identified the best opportunities to gather user feedback, brainstormed unique concepts, and identified the best concepts that meet target audience and user needs: User Journey Map, Concept Sorting and Concept Evaluation. As a result, we designed a user-friendly system to gather daily feedback from customers that is easy/ cheap to implement and maintain, but still gathers meaningful and accurate data. The receipt drop-off bin poses questions to customers as they leave the restaurant. This method can evaluate aspects ranging from cleanliness to employee interaction. Depending on AMS’ capacity, these receipts can be used for more detailed analysis about customer satisfaction of specific food items or peak times. In addition, we suggested a potential complementary solution, Gamified Feedback, and a potential solution to replace Receipt Drop-off Bin in the long-term.Disclaimer: “UBC SEEDS provides students with the opportunity to share the findings of their studies, as well as their opinions, conclusions and recommendations with the UBC community. The reader should bear in mind that this is a student project/report and is not an official document of UBC. Furthermore readers should bear in mind that these reports may not reflect the current status of activities at UBC. We urge you to contact the research persons mentioned in a report or the SEEDS Coordinator about the current status of the subject matter of a project/report.”

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