AR service for No-Show

A study on No-Show prevention in the dining industry


for the dining industry and customers

AR service for No-Show

  • Duration
  • 4 Months
  • 2016. 03 - 2016. 06
  • Team
  • Hyunjin Jo
  • Jihun Kim
  • Bomoon Jang
  • Jione Kang
  • My Primary Role
  • Design Research
  • Visual Design
  • Research Paper
  • Methods
  • Interview
  • Affinity diagram
  • User modeling

  • Tools
  • Illustrator, Photoshop
  • Research Publication
  • KSDS(Korean Society of Design Science), 2016

The Challenge

1. Most consumers have a low awareness of reservation.
2. There is No Preceding study on No-show in the domestic restaurant business until 2016.

The Outcome

1. Change the perception of the reservation that the consumer has.
2. Study the No-Show and suggest an adequate solution.


The Process

The process

Background

1. No-show is a person or a situation that reserves space but neither uses nor cancels the reservation.

2. A domestic ratio of No-Show in service industry compared with Europe and North America.

MBN news, 2015

Background1

3. A domestic ratio of No-Show in dining industry is increasing.

Chosun Ilbo, 2015

Background2

4. The big effect of reducing the No-Show by one percent.

Chosun Ilbo, 2015

Background3

5. Existing preventions
Campaign

No-Show is NO!

Korea foodservice industry association

No-Show is NO!

No-Show is NO!

Korea foodservice industry association & Hite Jinro

No-Show is NO!

No-Show No Chef

Star chef SNS

No-Show No Chef

Policy

Charging Policy

Charging Policy

Deposit
Charging sum of money to confirm reservation.

Cancellation fee(Credit information)
Charging for failing to fulfill reservation.

Pre-paid system
Charging for a portion of food and etc.

Reservation Policy

Reservation Policy

Limited reservation
Taking reservation a small amount of portion or none of the whole seats.

Overbooking
Taking more reservation than available seats.

Advantage Policy

Advantage Policy

Point system
Membership service to give point to punctual customers.

Window seat
Providing a better seat to punctual customers.

Hostile Policy

Hostile Policy

Blacklist
Making a list of No-Show then taking reservation based on the list.

Public Smashing
Showing a list of No-Show on the internet.


Problems

Financial problem

Financial problem

No-Show causes economic damage amounts to 8.3 trillion won a year in production losses as well as a hundred thousand job losses.

Chosun Ilbo, 2015

Lack of customer's awareness

Lack of customer's awareness

Customers do not perceive No-Show as a social problem and they have lack of understanding reservation system.

Limitations of existing preventions

Limitations of existing preventions

A shortcoming of current No-Show campaign and difficulty to apply policy exist.


Interview

Affinity Diagram

Affinity Diagram

Interviewed 15 customers and 15 restaurant owners. And surveyed 85 people. Research of 51 news, 7 blogs, and 27 papers are included.


Modeling

Artifact Model
Artifact Model
Cultural Model
Cultural Model
Highlight
Highlight

Design Solution

Solution

New No-Show Campaign by using AR

Viewers felt public campaign messages as a coercive notice and this result in adverse effects due to psychological resistance. So the new design solution tried to approach viewers in a friendly manner. It is an AR campaign that can be experienced with smartphones which have high portability and media accessibility. In AR, cute characters explain various information about the show to customers in a fun way. We used AR service since it increases the existing sense of learning activity, and enables intuitive and empirical learning.

SMS Alert service for No-Show

Both consumers and restaurant owners have been negative about the anti-No-Show policies, but the following simple IT solutions can reduce No-Show damage. Previously, consumers were burdened with canceling reservations by phone call, and it was inconvenient for businesses to make phone calls to check. However, it is possible to reduce the damages caused by No-Show by providing text-notification service that automatically notifies reservation contents before reservation time. Reservation contents induce consumers to fulfill reservation and users can simply implement cancellation and reservation changes in text messages.


Are you interested in my project and want to know more?
Contact me!

guswls1994@gmail.com