Transforming the Pratt Cafeteria Meal Program for Accessibility, Nutrition, and Sustainability
Service Design Case Study
project overview
The Pratt Institute cafeteria meal program is in need of transformation to better cater to the needs of students, faculty, and staff. This service design project aims to improve the accessibility, nutrition, and sustainability of the meal program through a user-centered design approach.
The project will focus on the meal program at the Pratt Institute cafeteria. The project will not include changes to the physical infrastructure of the cafeteria.
scope
my role
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Established a clear service blueprint to identify painpoints
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Designed the user interface for the meal program prototype
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Conducted user testing sessions with students, faculty, and staff
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Analyzed the results of user testing sessions to identify areas for improvement and refine the prototype
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Conducted interviews with key stakeholders, including cafeteria staff and campus sustainability team members
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Developed prototypes to test and refine the proposed solution
team
Bhavna | UX Designer
DESIGN PROCESS
2 weeks
2 weeks
SPRINT 1
SPRINT 3
SPRINT 2
2 weeks
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Secondary research
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Onsite Observations
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Benchmarking
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Concept Generation
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Blueprinting
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Secondary Research
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Interviews
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Concept Exploration
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Paper Prototyping
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User Testing
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Concept Iteration
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Technology Implementation
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User Validation
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UX/UI Design
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Prototyping and Demo
What are we trying to study?
The Pratt Institute cafeteria meal program has an opportunity to improve the accessibility, nutrition, and sustainability of its offerings to better meet the needs and preferences of its diverse community. By designing a service that provides a wider range of nutritious and sustainable options, the meal program can increase engagement and foster a culture of well-being on campus.
who are our stakeholders and what do we know about them?
While conducting our secondary research we also found that many college students in the US are food insecure (48%) and report not eating a healthy diet (60%), leading to a need for more nutritious meal options in university meal plans.
Research shows that food service staff in universities often face low wages and limited benefits, leading to high turnover rates (50-60%) and difficulty in retaining experienced staff. This can result in a negative impact on the quality of the meal service provided to students.
uncovering pain points and opportunities for innovation in the meal service
To gain a comprehensive understanding of the current university meal program system, we conducted interviews, site visits, and physical paper prototypes. We engaged with kitchen staff, students, and food providers to gather insights on the kitchen operations, technology in use, and stakeholder thoughts. Through our research, we aimed to gain a deep understanding of the existing system, identify pain points and opportunities for improvement, and inform our design strategy. Some of our constraints were that we could not get inside the kitchen and engage ith the kitchen staff to gain more insights, however during our engagement with the serving staff, we learnt many pain points of the staff as a whole.
A map of the cafeteria with current pain points
what did we learn?
We engaged with key stakeholders, including students enrolled in the meal plan, food service staff, and food and meal providers to gather insights and identify pain points. Through these interactions, we were able to highlight the key insights and pain points that needed to be addressed in the project, which informed our design strategy.
Students like transparency about what is been offered at the cafeteria, payment options for items, and quality of food.
Transparency
Convenience
Students would be happier if they had ways to pre-order food, or reserve a box during times they are not able dine in.
Students and staff both mention that lack of vegan/gluten-free and vegetarian options in the dining meal options.
Lack of healthy options
Working hours
The staff have to stand through their entire working hours and are only able to sit during their break.
how can we improve the experience for both students and staff?
Building on our research insights, we developed a user journey and service blueprint to identify areas of focus. The user journey allowed us to pinpoint the specific pain points experienced by students, while the service blueprint helped identify potential areas of improvement for the staff, enabling the system to work seamlessly together. These tools were instrumental in guiding our design decisions and ensuring that our solution addressed the identified pain points and opportunities for improvement.
Through our exploration of the service blueprint, we identified a need to improve the experience of not only he students, but also the working staff. During our interviews we identified the social barrier between the staff and the students which was caused by the lack of communication and appreciation for each other. We identified this as an area of focus.
that work together as one system
key insights: our areas of focus
Ease of ordering for students
Students can conveniently pre-order meals tailored to their specific dietary needs and enjoy timely pick-up. The added benefit of our app-based pre-ordering system is that it provides students with real-time updates on meal availability, making it easier for them to plan their day.
Seamless management for staff
Our pre-order system allows our staff to efficiently prepare meals with minimal food waste and manage inventory effectively. Additionally, our KDS system simplifies meal delivery, ensuring that every student receives their meal promptly.
Staff satisfaction
Encouraging interaction between staff and students, such as expressing gratitude, fosters a positive and motivated work environment, ultimately improving staff satisfaction and their commitment to serving students.
generating ideas to solve areas of focus
Once we identified the pain points and areas of focus, we generated ideas and concepts through brainstorming sessions, exploring both technological and non-technological solutions. We looked at how technology could be integrated into the system to improve accessibility, nutrition, and sustainability, while also exploring other innovative solutions to enhance the overall user experience.
Initial concepting
Digitizing solutions
why did we pick concept 2?
For further exploration, we chose Concept #2 since it most closely aligned with all three of our user needs. Through paper prototyping the concept with our current users, we found that:
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Student enjoyed pre ordering their meals for pickup because it saved them time.
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Staff found the service to be seamless and well structured since they did not have to stand long hours to serve meals.
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This digital interaction was an opportunity for encourage an exchange of gratitude between the students and staff.
how did we know this would work?
For further exploration, we chose Concept #2 since it most closely aligned with all three of our user needs. To validate and test our concepts, we paper prototyped the entire service using storyboarding techniques. This exercise highlighted the need for an internal system to receive orders for the kitchen staff, ensuring a more seamless and efficient experience for all users.
technology exploration
From our research about ordering systems, screens and QR codes we decided to use a kitchen display systsem as as inspiration for our in shop staff technology.
Using an iPad Pro 11”* to track all real-time communication between the kitchen and pickup staff. Data tracking and analysis, and increased efficiency.
KDS system
Using an iPad Pro 11”*, to in build a QR code scanner that scans the code on the Pratt app to access order details.
QR code scanner
flow diagram of service
After making iterative changes, we developed a simple flow diagram to showcase the different parts of the service. This diagram can be translated into a digital format to improve the overall efficiency and accessibility of the meal program.
prototyping and testing the ultimate meal service
Using the enactment method, we simulated the complete user experience and tested our app screens with actual users. Our participants role-played the ordering process from a student's point of view and used the KDS system app to fulfill orders as staff members. We then collected valuable feedback to refine our service and enhance the user experience.
We updated the filtering system to tags so that it becomes easier to search for items.
Filtering Options
Adding buttons
We added an extra feature to updates orders or add new items to cart.
Some buttons functionality were unclear during our testing, so we changed the text on them.
Button copy
final app flow: students
Our final concept is a mobile app that allows students to browse items based on dietary restrictions, place an order for pick-up, and show gratitude to servers with just one tap. This app addresses the need for a more efficient and accessible meal program by eliminating the need for students to wait in line for their meal and ensuring they can select nutritious options. We developed a flow diagram to showcase how the app works and received positive feedback from user testing, validating its potential impact.
how does this app solve for our user needs?
Allows students to browse their meals using filters. Meals indicate all dietary restrictions and also follow the traffic light system to help students make better decisions.
Allows to pre order meals, set a pickup time to conveniently pick up meals before or after class without having to wait in line.
Users are able to view who prepared their meal today and as a symbol of gratitude, can send the staff a “Thanks” by just tapping a button.
final app flow: staff
Our KDS system is a seamless extension of the Pratt app that operates on iPads used by our staff. When a student places an order, the ticket is generated on the iPad and includes details such as the meal name and any dietary restrictions selected by the student. With the app, our staff can easily manage the orders by selecting when the meal is ready and scanning a QR code at the pick-up time. Once the meal is collected, the display immediately shows a message of thanks from the student, which our staff can instantly view. This ensures a smooth and efficient process for both our students and staff.
how does this app solve for our user needs?
By enabling staff to fulfill orders ahead of time, they can take breaks and are not required to be on their feet all the time, resulting in a more comfortable and efficient work environment.
Pre-ordered meals come with specific instructions regarding dietary requirements, which enhances communication between staff and students, leading to greater accuracy in fulfilling orders
Food service staff members can receive expressions of gratitude from students through the app, fostering a sense of motivation and satisfaction in their work.
key takeaways: what did we learn from this experience?
Designing a university meal program that addresses the needs of accessibility, nutrition, and sustainability required a holistic approach. Throughout the design process, we encountered numerous constraints and challenges, such as balancing the needs of both students and staff, and ensuring a seamless service. However, this project taught us several valuable lessons, including:
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The importance of involving all stakeholders in the design process, including students, staff, and food providers
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The need to consider the entire service experience, from ordering to pickup and beyond
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The benefits of using prototyping and testing to refine the service and gather user feedback
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The value of incorporating technology, such as the mobile app and KDS system, to improve efficiency and accuracy
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The need to balance user needs with technical constraints and business requirement
Moving forward, we would like to explore next steps:
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Conducting further user research to gather feedback and refine the service
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Exploring ways to further integrate sustainability into the program, such as through composting or reducing food waste
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Evaluating the feasibility of expanding the program to other universities or institutions
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Continuously monitoring and evaluating the service to identify areas for improvement and ensure a positive user experience.
~The End~