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Rethinking Subsidized Meals for the Elderly
at The Good Kitchen
Presented By: Kelly Thomas
What is “The Good Kitchen”
• Deliverable Food Service
• Serving Disadvantaged (illness, age, etc.)
• Subsidized Meals
• Denmark Seniors = 125,000
The Issues
• The Social Problem – Improving Health for the Elderly
• The Business Problem – Improving Menu
Design Thinking Tools
• Design Agency Hatch and Bloom
• Ethnographic Research
• Mind Mapping to Analogies
• Trigger Questions
• Co-creation
What do Seniors Want?
• Ethnographic Research Reveals Wishes:
• Higher Quality
• More Flexibility
• Increased Choices
Issues in the Kitchen
• Trigger Questions Reveal the Following Issues:
• Repetitive Menu
• Low Employee Morale
• Entire Experience Needs Redesign
Developing a New and Better Meal Service
• Brainstorming a wide range of ideas
• Hosted a Series of 3 Workshops• Workshop 1: Ethnographic Research and Provide Insight
• Workshop 2: Mind-Mapping Approach and Trigger Questions
• Workshop 3: What Wows? What Works?
Implementing Change
“Hospitable Food Service”
“The Good Kitchen”
Feedback Mechanism
• Co-Creation • Encouraged a more active
involvement from the customer to create a value rich experience
• Focused on customer experience and interactive relationships
Results: The Proof is in the Pudding
• 500% Increase in Certain Meal Orders
• Increase in Customer Base
• Employee’s More Satisfied and Motivated
• Customer’s Happier with Food
• Received Danish Design Prize for Service Design
• Received Local Denmark Government Prize for Innovation
How Did They Do It?
• Using Design Thinking
• Engaging Entire System
• Willing to Redefine the Problem
• Living Longer in the Question