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Indiana University Bloomington
Enhancing the waiting experience: Transforming idle time into engaging moments.
Introduction
This project was part of an Interaction Design class at Indiana University Bloomington, where our team set out to tackle a common but often ignored challenge—how to improve the experience of waiting in restaurants before being seated. Starting in September 2023, we spent months brainstorming, researching, and collaborating with people to come up with ideas that make waiting less frustrating and more enjoyable.
We worked with participants who had plenty of dining experience but no background in design, ensuring that our ideas reflected real-life needs and experiences. Through UX workshops, we explored creative ways to co-design solutions that could transform waiting from a boring chore into a positive part of the dining experience.
What We Were Trying to Solve
How might we improve the waiting experience for restaurant customers, making it engaging and enjoyable for people of all backgrounds?
Timeline
The project ran from September 2023 to November 2023.
Team
Apurva Patil
Ruwen Hu
Prasanna Kumaar
Inje Kang
Tools
Figma, Miro, and Google Suite, along with physical materials for brainstorming and co-design activities.
Our Approach
We hosted hands-on workshops to bring together fresh perspectives and encourage creative thinking. These sessions helped us uncover real insights and work closely with participants to brainstorm practical solutions.
UX workshop participants details
We also collaborated with seven participants from different educational backgrounds, aged 22 to 27, who joined our workshops to share their ideas.
Workshop Outcomes
Our workshops revealed four key insights into how the waiting experience can be improved for restaurant guests:
Transparency is Key
Clear communication between restaurants and customers is essential. Features like SMS updates about table availability and wait times were highly valued for enhancing trust and reducing uncertainty.
Entertainment Enhances Engagement
Offering engaging activities such as games, magazines, or interactive displays can turn waiting time into an enjoyable experience, reducing boredom and improving overall satisfaction.
Productivity Through Digital Tools
Participants suggested incorporating digital tools that provide helpful information and enable guests to take control of their time, fostering a sense of productivity and ownership.
Relaxing Environments Matter
A calming and aesthetically pleasing atmosphere plays a significant role in creating a positive waiting experience, ensuring guests feel comfortable and cared for.
Workshop Timeline
Understanding the Challenge
Research and Ideation Phase
What makes waiting in a restaurant frustrating? What could make it exciting instead? To answer these questions, we kicked off a series of two dynamic workshops as part of our co-design initiative. The aim? To dive into participants’ real experiences, identify pain points, and generate bold, innovative ideas for improving the waiting experience.
The Process
Workshop 1
Sparking Reflection and Identifying Key Factors. We started with activities that helped participants recall and reflect on their waiting experiences.
Concept 1
Ice Breaker – Match Memes to Experiences (15 mins)
Participants matched relatable memes to their pleasant and unpleasant waiting experiences. This fun and light-hearted activity set the tone while helping them connect their emotions with real situations.
Participants became more aware of their own waiting habits and frustrations, creating a shared understanding of common challenges.
Concept 2
Reflective Activity – Selecting Influencing Factors (20 mins)
Using red cards for negative factors and blue cards for positive factors, participants identified elements that shaped their waiting experiences.
This activity surfaced specific factors that can make or break a waiting experience—like lack of transparency, boredom, or an uncomfortable environment.
Workshop 2
Brainstorming Solutions and Concept Development. With the insights from Workshop 1 in hand, participants jumped into the ideation phase.
Concept 3:
Main Activity – Designing the Ideal Waiting Experience (30 mins)
Participants were given cards with digital and non-digital elements to design solutions addressing the pain points identified earlier. They brainstormed in teams, combining elements like SMS notifications, interactive games, and relaxing atmospheres into creative solutions.
Outcome: Participants designed thoughtful, holistic solutions that tackled transparency, engagement, and comfort—turning waiting time into a positive part of the dining experience.
Solution Overview
Transparency is Key
Participants emphasized the importance of real-time communication, such as SMS updates on wait times or digital displays showing table availability.
Entertainment Enhances Engagement
Ideas like games, magazines, or even digital trivia helped reduce boredom and improve satisfaction.
Relaxing Environments Matter
Participants highlighted the need for visually appealing and calming spaces to create a more pleasant experience.
Solution Overview
This phase wasn’t just about brainstorming; it was about enabling participants to become co-creators of meaningful solutions. By blending reflection and ideation, we not only uncovered valuable insights but also empowered participants to think creatively and collaboratively.
With their energy and ideas driving the process, we had everything we needed to move forward and craft user-centered solutions.
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