Design Refinement
Tom Lamar, Jaime McCandless,Shane Moon, Vidie Pong
Agenda
1. Problem2. Personas3. Solutions4. Main Scenarios5. Design6. Demo7. Lessons Learned
Problem
Giving and receiving feedback in college dining halls
Why is it so hard?• Customer side: Lack of transparency• Manager side: Unrepresentative opinions
Persona
Jaded Jade
• Wants to make a difference• Has given up on the current feedback system
Persona
Reserved Rebecca
• Is very shy• Feels uncomfortable being associated with negative feedback
Persona
Dietary Restriction Dan
• Has a good relationship with the manager• Feels his feedback is representative and is making a difference
Persona
Easy-going Eddie
• His opinions do not motivate him to want to effect a change• Doesn't give feedback because it's too much effort
Persona
Manager Mike
• Wants his customers to be happy• Wants helpful feedback
Solution
Feedback Kiosk
• Transparency- Shows vote count- Allows customers to rearrange listings- Can see manager comments
• Representative Feedback- Collects aggregate feedback
ScenariosIntroductory Scenario You like today’s catfish but disliked the [other dish].
Give this feedback using the Feedback Kiosk.
Station Navigation It occurs to you that you would much prefer having baby corn in the salad bar than olives. Use the kiosk to communicate this feedback.
"General Screen" ScenarioYou are a vegetarian and you would like to request that the dining hall generally provide more vegetarian options. Use the kiosk to communicate this feedback.
Refreshing a VoteA week ago, the dining hall served Korean BBQ pork, your favorite dish, and you “liked” it accordingly. Tonight they just served KBBQ again. What do you do?
Understanding of Feedback Aggregation
You gave feedback requesting more mushroom pizza last month, but it doesn’t seem like it made a difference. Use the kiosk to get information on why this might be true.
Design
Design
Design
Design
Design
Design
UI Improvements- Removed ‘Neutral’ state- Thumbs-up and Thumbs-down automatically moves the item to the top- Visual clues for buttons
Design
UI Improvements- Visual clues for scrolling
… …
Lessons Learned
– Importance of looking at Different Stakeholders• customers were obvious, managers inspired us to get aggregate feedback b/c
preferential feedback• we rely on managers to actually make changes• getting numbers & not allowing people to vote 1 bazillion times (so that
manager gets representative sample)
– Getting transparency right is difficult - especially since we want to create the perception of transparency in addition to actual transparency• wanted students to see other student’s preferences and use that for
transparency• spent a long time thinking about voting - in our original design the interaction
was confusing
Thank you!Any Questions?
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