In today’s assignment, we were asked to observe a space for an hour, and take note of things that were or were not working for that space, and how there could be ways to improve it.
The space I chose is the UMC where the Panda Express and Subway are. Currently, they are right up against each other with a flimsy barrier between each designated order line. On more than one occasion, this particular space has sprung some strong emotions within me. The fact that the space itself is so small, the lines get too crowded, and the noise becomes unbearable is what prompted me to sit here miserably in the first place. I know for a FACT that this area is a cause of concern and source of frustration of many, including myself.
First of all, when people start lining up, they have to shout their orders over each other to be heard by the food preparers. This is triggered by the fact that the ordering stations for both Panda and Subway are right next to each other. Did the person order chicken or beef? Who even knows. This leads to confusion on both ends of the service. Next, let’s talk about after the order has been taken. Since it does get loud in this small space, people tend to put their headphones back on to block the noise out. At Panda specifically, order numbers are yelled out into the void and maybe you’ll get your correct order.
To combat this confusion, I would put a little extra screen that showed the order that was completed, like McDonald’s does. As for the space issue, I feel the big doors right next to Subway could instead be incorporated into each respective restaurant so that the smelly trash won’t be taken out in front of the customers (they have to go all the way outside their space to throw things away and walk through the ordering space). By moving Subway over and creating a storage space in the middle of the two places would solve the issue of ordering confusion. I also think a thin, half wall behind the ordering area would be helpful with noise reduction and the crowdedness.
I don’t personally think that these areas could effectively incorporate some kind of play, but anything that brings a little more fun couldn’t hurt anyone. Something that could be incorporated is an electronic game board. I’ve never waited more than 10 minutes really to get food but anything to keep the queue distracted and less stressed is always a plus.
A Work in Progress 