The pain comes from two things: the unknown, and/or dealing with something we don’t want to deal with in the first place. However, a lot of restaurants have waitlists and customers have to spend their time waiting. WaitQ will solve this problem by providing benefits for customers and restaurants.
In many service industries, customers have to wait for service. When customers have a choice, this waiting may influence their service experience, sojourn time, and ultimately spending, reneging, and return behavior. Not much is known however, about the system-wide impact of waiting on customer behavior and resulting revenue. In this paper, we empirically investigate this by analyzing data obtained from 94,404 customers visiting a popular Indian restaurant during a 12 month period. The results show that a longer waiting time relates to reneging behavior, a longer time until a customer returns, and a shorter dining duration. To find out the impact of the consequences of waiting time, we use the empirical findings and data collected in a simulation experiment. This experiment shows that, without waiting, the total revenue generated by the restaurant would increase by nearly 15% compared to the current situation. Stimulating customers to reserve could enable restaurants to reap part of this benefit. Our findings extend the knowledge on the consequences of customer waiting, and enable service providers to better understand the financial and operational impact of waiting-related decisions in service settings.
- De Vries, J., Roy, D. and De Koster, R. (2018). Worth the wait? How restaurant waiting time influences customer behavior and revenue. Journal of Operations Management.
Market Research _ Different from other waitlist app
There are many waitlist apps in the app market. However, a lot of restaurant doesn’t use the waitlist app service yet. After I researched the waitlist app, most of them are focused on more customers. Therefore, I start to think about how to make more restaurant to use this convenient system. For this project, I wanted to understand both customers and restaurant's pain point and improve the service.
Solve the restaurant's pain point
Waitlist app will be very useful if many restaurants apply this app system. For long-term, if many restaurants use this app, users need only one app to make a reservation and join the waitlist.
The restaurant will have a QR code in front of the entrance. Customers can join waitlist anywhere but when they check-in, they need to come restaurant and scan QR code to authenticate. The restaurant gets benefit through this system by solving the no-show problem.
1. Customer persona
Details _ Restaurant customers
Name _ Eric Tivan
After tight working schedule, Eric has dating with his girlfriend.
Have a good time with girlfriend
Try a famous and popular restaurant after work
Release stress with delicious food
Visit a new place to try famous food
Already getting tired from work at the company.
Too many waitlist and have to spend his time in front of therestaurant until their table is ready.
Customers waist of their time for waiting in front of therestaurant
Waiting isn’t pleasant and exhausted.
Can’t expect how long does he need to wait
2. Restaurant persona
Details _ Restaurant manager
Name _ Rony Cho
Working in the restaurant in Williams burg. The main goal is making long-term customers
Giving a good impression for customers and make them want to visit the restaurant again
Serving customers as many as possible
Well planned person
Working in the fast phase environment
Very busy during lunch time and dinner time
Scheduling waitlist in the restaurant and manage the hall
Have to manage table separately for waitlist and reservation.
Have to manage the hall and waitlist at the same time.
Introducing the menu to customers and take customer's order
Sometimes people sign up for waitlists and doesn’t show up.