JINYUN Baked Pie Shop
Apply service design tools to a traditional Chinese street food shop.
JINYUN Baked Pie Shop is a shop famous for its traditional street food. Residences and college students nearby are fond of hand made jinyun baked pie, enjoying watching the pie baked in a hot wooden barrel-shaped stove at the front door. Meanwhile, its beloved customers complained about the dining experience, and its shop owner was concerned about branding his shop.
Service design is applied to help this traditional street food shop. Viewing the shop as a system, interior plan, dining experience, management, and brand are redesigned.
Client
JINYUN Baked Pie Shop
Duration
2 Months
Team
Wenjing Zhang
Role
Research
Service Design
UX
Context
JINYUN baked pie shop is a street shop of traditional Chinese food, serving the local communities and colleges 24 hours every day. Residences and college students nearby love its crispy pie and other traditional food. The line at the front door for Jinyun baked pie is eye-catching at mealtime.
About Jinyun baked pie
Jinyun baked pie is a kind of traditional Chinese street food with a 500 history. This pie is famous for its crispiness since it is baked in a wooden barrel-shaped stove. Therefore, people love watching the hand making and baking process. They taste their pie the minute it is taken out of the stove.
About the shop
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The shop is a 2-floor building, covering an area of fewer than 55 square meters.
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5 staffs work together at one time, preparing the food and serving the customers.
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Both ways of eat-in and take-out are available to its customers.
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The shop is open 24 hours a day, 7 days a week.
Challenge
The food of Jinyun baked pie shop is popular. However, the dining experience was complained about by customers. Things always went wrong at the busy time. Because of the severe competition among several restaurants along the street, the shop owner wanted to improve the dining experience and brand his shop.
JINYUN baked pie shop at mealtime
How might we attract more customers and provide quality service to them?
Design
The app provides a better dining experience and interaction.
App Aided Experience
Check here
Redesign floor plan of the shop to separate space for dine-in service and to-go service.
Functional Space
Check here
Management
Experience
Sales
02
Understanding
Users' Experience
Dine-in and Take out
There are both dine-in and take out services at JINYUN baked pie shop. About 70% of customers come for food to go, and 30%
Persona
Service Blueprint
01
Understanding
Stakeholders'
Context
Stakeholders Map
By considering all the main roles involved in the business, the shop owner and designer is clear about what kind of information to collect for design and decide to focus on management and user experience.
Business Analysis
03
Analysis
The two services need to be separated, and the duty out to be clarified for every staff.
The to-go and dine-in services are not separated. Therefore the only 5 staffs have to serve every customer together. For example, the only cashier deals with all the to-go and dine-in orders, therefore always mix up orders.
Redesigned pace and app can be helpful to management and user experience.
Storyboard
App Aided Experience
Functional Spaces
