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

… …

Demo

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?