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Lab 1 Requirements Gathering
- User roles
- Interviews with 4 user roles
- Functional requirements
- Usability and performance requirements (SMART)
- Waiter
- Head waiter
- Restaurant manager
- Advertisment manager
- Head manager
- Customer
- Loyal Customer
1. How do you start your day at work?
Come to work, dress up and get some coffee before opening the door for clients.
2. Do you have to check in or otherwise authenticate yourself in POS?
Yes, I check in using my fingerprint.
3. So every waiter has a personal account and orders?
Yes, true.
4. But are waiters able to hand the bill over to the other waiter?
No, you cannot.
5. Has this been a problem?
Yes, it has. There have been times when someone has to leave unexpectedly and has open tables.
6. How do waiters insert orders into the system?
All the available products are divided into categories (for example alcoholic drinks, non-alcoholi drinks, appetisers, etc). As the product range has widen over the years we are really missing out the search feature.
7. Can any waiter change the bill, for example correct a mistake?
No, the head waiter must approve the process.
8. How do clients pay the bill?
Mostly with card. But sometimes cash, too.
9. Can you pay part of the bill with cash and the rest by card?
Yes, you can. It happens rarely. But yes, there's an option.
10. Can you pay from table?
No. You cannot pay from the table, you have to come to the counter.
11. But can you order from the table?
Sure, why not. But our clients usually prefer to order at the counter.
12. What happens when the customer leaves without paying?
It's called the cold bill. There are two options. Whenever this happens, head waiter looks over the case and marks it as waiter's fault if necessary - waiter has to pay the bill. When it happend regardless of the waiter's action, it will be marked so and is covered by the company.
13. How are tips handled? Included in the bill or not?
Not included in the bill. But there's a tip jar on the counter.
14. Do you have and accept coupons?
No, but we have loyal customer card and happy hour 17-19.
15. How does one become a loyal customer?
Simple, you just have to fill a written form and the waiter will enter it to POS.
16. What kind of information do you get from the form?
Name, age, sex, e-mail, address.
17. What are you open times
We open at noon. We close three hours past midnight. Friday and Saturday we stay open until 5.
18. Does the number of waiters vary during the day?
Yes, we have a few extra pair of Friday and Saturday evenings.
19. How does one make a reservation?
One has to call to make a reservation. We take a name and put the sign on the corresponding table.
20. Can you preorder when you make reservation?
Yes. The table will be served shortly after they arrive.
21. Do you deliver?
No we don't deliver.
22. Does the system have any kind of age restrictions?
Yes, whenever one orders alcoholic beverages the reminder for age verification pops up.
Okay, this is it. Thank you for your time and answers!
1. Should the system have age restrictions?
It definitely should. Our current system already has age restrictions for selling alcoholic beverages, but there's not much benefit from it.
2. How so?
The waiters often just dismiss the notification without checking ID.
3. That is indeed a problem, should your new POS try to solve that problem?
That would be nice, but how would it work?
4. The system could ask the waiter to enter the birth-date of the customer. That would encourage the waiter to ask for ID without being too intrusive. How does that sound?
Yes. That could work. Do that.
5. What about regular patrons that have their age in the database verified by their loyal customer card?
No exceptions. A customer might be using someone else's customer card and we have no way to verify it since the cards do not have photos on them.
6. Should the regular patrons have their picture in the database?
No. Requiring a picture would make becoming a loyal customer too much of a hassle. We want to keep the process as simple as possible.
7. Should the system have time-restricted items or menus?
What do you mean by that?
8. Should the menu change depending on the time of day? For example to be able to handle breakfast menus or happy hours.
Yes! We have a happy hour now and would like to keep it that way.
9. What about changing the menu depending on the day of the week, month or year? For example a different menu on Fridays or during christmas.
No, that will not be necessary.
10. Should the system be in charge of the stocks or is it better if the waiters and chefs handle that?
Since we sell very few things that are not precisely measured, I think it would be better if POS automatically kept track of stocks.
11. What if you run out, should the system order more from the warehouse or should there be human interference?
I want to look it over and make sure everything is correct before placing the order. The order should be prepared by the system, but not sent until I approve it.
12. Should POS handle credit card payments?
Yes, of course.
13. Which credit cards should POS accept?
As many as possible, but MasterCard and American Express should definitely be included since we already accept those. Adding Visa would be a nice benefit.
14. Must clients pay for the order immediately after its entered to the system or can the bill be left open?
No, the bill can indeed be left open. We even serve clients at their tables right now. They should still be able to order first and pay when they prefer.
15. Must an open bill have a limit?
We're trying to be customer friendly, but I would feel safer if there was indeed some kind of limit.
16. Should it depend on the client?
Yes, loyal customers should not be limited.
17. What about if the client is using an accepted credit card?
If we already have the credit card information then the limit should be removed as well.
18. What information would you like to be able to access easily about the waiters?
ALL of the information needs to be available to me, everything they've done.
19. Of course, but is there anything that you need to see more often than others, something that should be more easily accessible?
Yes, I would like to see the total amount of income generated to the restaurant by each waiter over a longer periods. I would like to reward waiters when they do their work well.
20. How would you like the reward to be calculated?
I have my own formulas. I just want the POS to show me how much income each waiter has generated and to let me assign a bonus to each waiter.
1. How do you send out your advertisements for loyal customers?
By e-mail.
2. And how are you sending out the e-mails?
We are using email marketing software - GetResponse. We export the list of names and e-mails in .csv format from the loyal customer database of POS.
3. You are doing it manually?
If I only could get selected data to GetResponse automatically...
4. Have you thought of any other delivery ways?
The company has tried sending out by postal service in the early years, but people tend not to read flyers in their mail. It is too old-school.
5. What about SMS?
Well.. if I have thought about it. But right now we do not have loyal customer phone numbers. I don’t think that people are eager to fill out the phone field on the form.
6. What information do you need about loyal clients to carry out campaigns?
Well, everything I can use. Right now, we have name, age, sex, e-mail and address. Time has shown that some relevant attributes are missing for better targeting.
7. Which attributes?
The spoken language of customer for example. Also, it would be great to have information about the frequency of visits. Well, everything I could get without having customer to fill out extra information in the registration form.
8. What about the statistical data of orders? E.g. 3 of most ordered items, preferred drinks?
That would be great! It would give me better opportunities to target the right people.
9. Do you need to target people regionally or locally?
We need both. We have different types of customers in different restaurants and countries. Different for targeting at least.
10. Currently you are not using coupons. Are you thinking of using in the future?
That’s correct, right now we are not using coupons, only loyal customer cards. And I think the current system does not allow to register coupons. But it would be something fresh to our campaigns.
11. Do you need any other discount options?
Yes. When we are expanding, we need to find new ways to attract people. The current system has lack of - cards for partners. For example, a company hands out employers a card to get a special discount or free food and will pay for the benefits to us in the end of every month.
12. So, you would like to have invoicing, too? For sending to the companies who pay for the benefits you mentioned?
Yes. I was talking with the head manager the other day and he agreed. There should be some kind of annual or monthly invoice option.
13. Are you interested in sales analytics, sales reports?
Yes, indeed. I need to stay up to date on eating and drinking trends! I check sales reports regularly and visualise the data in quarter presentation for management. Current system does not have any visual analytics, which is bad since restaurant managers would need the visualisation more often.
14. And what kind of data specifically needs to be visualised for restaurant managers?
Waiter performance is the most important for them on monthly base. They need to calculate bonuses for waiters.
15. You mentioned earlier that customers differ from one another regionally/locally - do you need restaurant specific reports?
Yes. People have different habits which means different trends to target.
16. Is it important for you that the software works in real time?
Yes, it is. So I and other managers can check up on the vacancies and bookings. Or check one restaurant stock. Or get latest reports...
17. Do you have internet connection in every restaurant?
Yes. But, the POS must work offline in some rare cases - when there's connection issues.
18. So, ideally you need to access the POS from everywhere to get the latest data?
Yes. Option for accessing the POS from various devices would be necessary! Well, probably not with phone, but using the browser on tablet.
19. And how would you authenticate?
Password. I don't have fingerprint sensor on my laptop.
20. Should anyone else besides you access the advertisment related data (user data)?
Waiters, head waiters - no, most certainly not... But restaurant manager and the head manager has the authority.
Thank you for your time and answers!
1. Which operating system should the software support?
It needs to support Windows.
2. Does the software have to support any other devices, such as tablets?
Now that you mention it, it would be nice if it would work on android and windows tablets.
3. How will the systems authentication work?
Every waiter and head waiter gets their own account and they authenticate with a biometric fingerprint. When you try to access online, password is required.
4. Should the software have a possibility to change language.
Yes, by default it would be in English, but it also has to support other languages.
5. Should the software work realtime?
If it is possible, then yes.
6. Does it have to support credit cards as well as invoices?
Yes, MasterCard and American Express. About invoices, I’m not sure. I will get back to you.
7. Does it has to have restaurant specific price lists?
Yes, we have different prices in different restaurants.
8. Does the software have to support multiple currencies?
Yes, for different countries it needs multiple currencies.
9. Does it need to support multiple tax rates?
Yes, it needs to support multiple tax rates.
10. Does the system has to have any kind of age restriction notifications?
It needs to remind the waiter to ask if the client is old enough.
11. How does the system need to handle cold bills?
There has to be an option for the head waiter to confirm that if it was or wasn’t the waiters fault.
12. How are tips handled, are they included in the bill?
At the moment they are not included in the bill, but that should be an option.**
13. What kind of discounts does it need to support?
At the moment there are discounts for loyal customers, but that can change as we are planning on adding different discount types.
14. How does one become a loyal customer?
The customer has to fill out a written form and the waiter then enters it into the POS.
15. What kind of information do you get from the form?
At the moment we ask for the clients name, age, sex, e-mail, address. But that might change in the future.
16. Do plan on using coupons for discounts?
Not sure. I should ask from my advertisement manager for that.
17. Which reports should the POS software system be able to display?
It needs to have sales and transaction but also waiter performance report.
18. Do the reports need to be restaurant specific?
Yes, the reports must be restaurant specific.
19. What kind of filtering do the reports need to have?
It needs to support daily, weekly, monthly and cumulative reports.
20. Should you be able to get a report for a single waiter?
Yes, that would be great.
21. In what format do the reports need to be?
You need to be able to choose between excel, word and pdf.
22. Are there any differences in the mentioned operations between different countries?
No, all the countries need to support same operations.
Okay, that's it. Thank you for your time and answers!
- System must work on the Windows operating system
- System should work on tablets (Android, Windows Phone, iOS)
- System has biomteric fingerprint authentication
- System supports multiple languages
- System shall work on realtime
- System must be able to work offline, if necessary
- System must support payments by debit cards, cash and credit cards (American Express, Visa and MasterCard)
- System must support invoices (monthly, annual)
- System must support restaurant specific pricelists
- System must support multiple currencies
- System must support multiple tax rates
- System must notify waiter for age restrictions (asking and entering customer birth-date)
- System must have restaurant specific visual table layout (location of tables)
- System must support different discount rates
- System must automatically calculate discounts depending on time of day (e.g. happy hour)
- System must automatically calculate discount when using loyal customer (discount card)
- System must support coupons for discount
- System must have an option to specify cold bill
- System must have an option to include tips in the bill
- Waiter/Head waiter shall determine custom bill limit
- System must log and generate reports on sales, transactions and waiter activities
- System must log loyal customer (discount card) activity
- System must be able to generate restaurant and waiter specific reports
- System must support report filters - daily, weekly, monthly and cumulatively
- System must support multiple output formats - pdf, csv, doc.
- Waiter shall be able to enter and track orders.
- Waiter must be able to search for products in the system
- Waiter must check-in/check-out
- Waiter shall be able to perform billing and accept payments
- Waiter-specific accounts and orders
- Waiters can register loyal customers
- Waiter can add reservations
- Restaurant manager shall be able to calculate bonuses for waiters based on the monthly income of the restaurant / waiter activity-sales report.
- Restaurant manager shall be able to add new/edit information waiters to the system
- Head waiter shall be able to record cash registers initial and end states.
- System must support possibility to change bill owner (transfer to other waiter)
- System must support bill/transaction editing option (with head waiter approval)
- System must have reservation module with information about the booking
- System must support preordering (only with reservation)
- Restaurant manager shall be able to order goods from a warehouse.
- System must have stock module with automatic updates of quantities
- System must notify when products that have run out.
- System must support automatic ordering when running out of stock (with restaurant manager approval).
- Restaurant manager can cancel orders (including automatic orders)
- Head manager can add new products to the system
- System must have 7 different user roles - Waiter, Head waiter, Restaurant manager, Advertisment manager, Head manager, Customer, Loyal Customer. Different user groups must have different rights.
- All roles have user profile, including necessary user information
- System must have statistics (with graph) visualization module about orders, most ordered items and drinks.
- System must generate output for advertisement purposes with customer data in selected attributes - visits in past month/year, top ordered drinks, sex, address, age, location, spoken language.
- It shall be possible to send advertisements to the regular patrons (guests who regularly come to the restaurant) using GetResponse API.
Usability
- All failed actions, caused by human errors, are represented immediately by cause of error if listed in the system.
- POS must be able to function offline (without network required operations) and store the collected data locally for up to 3 days.
- All user performed actions (all user groups) must be logged and stored online for 60 days.
- Current user role and name will be shown on top of the screen at all times.
- POS must interact with mouse and touch events at all times.
Performance
- Loyal customer card must be activated and functional within 10 seconds in the same restaurant and within 5 minutes internationally after filling user data.
- All network actions must peform in less than 10 seconds.
- Waiter check-in process (authentication) must not take more than 5 seconds.
- Checking local stock shall not take more than 1 second.
- Searching time (for product search) shall not take more than 1 second.