Mocha Delites Cafe
Service Redesign
Service Redesign
Rethinking the dining experience at Mocha Delites for cancer patients and other customer groups.
Mocha Delites is a cafe on the first floor of the Winship Cancer Institute Center. It serves a menu of familiar cafe fare & coffee in a simple setting.
As efficiency and convenience being the current management goals, food service isn’t what the Cafe is focused on for now.
Meanwhile, because of it’s medical setting, there’re multiple stakeholder interests that Mocha Cafe need to consider and serve for.
Food is an essential part of a cancer patients’ treatment and recovery. Cancer patients also are likely to have specific nutrition and dietitian needs.
Foodsby is a lunch delivery service for office professionals. Foodsby partners with local restaurants and nearby office buildings to solve lunch and save people time.
Nourish is an app specifically designed for hospitals to help nurses, doctors and visiting family members enjoy tasty, healthy meals.
The general impression of the cafe is that it is a quick, efficient, grab and go pitstop. This lowers customer expectations for the quality of food being provided.
The central location of the café makes it a landing space for people to congregate, and is a welcome respite from the rest of the hospital like environment.
Although there are other popular dining options such as the CHOA cafeteria, patients usually eat at the Mocha Delites café because of it’s convenience. Staff prefer to eat elsewhere.
The cafe is small and gets crowded during rush hours. Seating may be hard to find depending on the time of day.
Staff generally prefer to not sit in the cafe and want to save space for patients while caregivers and patients need the space to recharge and relax.
Patients need high calorie food which can often be unhealthy. This conflicts with staff needs of healthy food.
Older patients generally order the same food during every visit to the café whereas staff members seek variety.
Patients have very specific needs for food regarding-Portability, Portion size, Calorie content, Smell, Food texture, Spice levels, Hygiene
Customers are interested in information and foods that work for their diet.
The food preparation in front of customers gives the appearance of freshness but the food itself does not taste fresh.
The flow of buying and paying for food is unintuitive, especially for new customers.
Patients maybe immobile and unable to get food for themselves, leaving nurses or caregivers to help them. Alternatively patients bring their own food, often in coolers for the entire day.
Cafe service can be one of the best parts of the patient, staff and caregiver experience at the institute.
Frequent customers have expressed interest in a membership or rewards system. Vouchers to the café are currently being used as service recovery for patients, and performance incentives for nurses.
The café lacks character and a cohesive brand, although people universally love the bright and airy environment.
Tablets will address the traffic flow better than kiosk while customers feel that they’re more familiar with kiosk.
Pickup zone can cause confusion among patients and lead to mess.
Signage redesign reduces the confusion in way finding. Menu redesign helps customers make better choice. Package design educates people about nutritional information.
