Less Waste, More Flow
Paperless order management for sustainable, efficient back-of-house operations at busy brunch restaurant, Le Bon Nosh.
Prototype & Testing to solve FOH inefficiency
Problem
Receipt paper at Le Bon Nosh creates excessive waste and inefficient order management for front-of-house employees.
Outcome
By focusing on complex communication between front-of-house employees, our team designed a waste-not solution that sped up operational efficiency by 49%, and created a workflow that is “quick and easy” for effortless service delivery.
10 weeks
•
Service Design
•
On-Ground Resarch Lead
•
10 weeks • Service Design • On-Ground Resarch Lead •
This stakeholder map explores the complex communication exchange between service employees at Le Bon Nosh, signaling need for a simple communication system.
Key Audience
The existing order management system had too many steps, and not enough space.
“There's no need to go from the register to the block to the window to the table…”
-General Manager, April
Unnecessary ticket waste builds up during peak hours and clutters employees’ workstation.
What Employees Were Saying
“It’s disorganized”
— Employee 1
“It’s wasted steps and time.”
—Employee 4
Our solution: Digital Order Management
Real-time updates = no more running around
Paperless process = less waste, more time and money saved
Reduced steps = fewer mistakes, clearer roles, calmer shifts
We prototyped a digital order management system at low cost.
Our test plan measured:
Steps in the Process Could we simplify the number of actions per task?
Physical Steps Taken Could we reduce movement and congestion?
Time to Completion Could we speed up service and optimize workflow?
We tested on-site, with real employees
1 Manager
2 Expediters
2 Baristas
1 Food Runner
The data spoke loud and clear.
49.2%
Speed Increase (sec)
40%
Effort Reduction*
*measured in # steps in process
