Lab
LAB
Small experiments, prototypes and things I build to learn.
A space for testing ideas, exploring systems and turning questions into something tangible.
Some of these worked. Some changed direction. Some showed the first question was the wrong one.
Experiments
- 02
Restaurant Service Experiment
IN PROGRESSExploring how seasonal teams, onboarding and operations shape the customer experience in two restaurants.
Service DesignCustomer ExperienceEmployee Experience2026
Experiment 02 · Restaurant Service Experiment
Hypothesis
The project started with a conversation. Someone involved in running two restaurants described difficulties around seasonal staff and maintaining a consistent service experience.
My first thought was: “You need better onboarding.” But before designing the solution, I want to understand the system.
Planned exploration
- Understand what the business believes is currently not working
- Define what a “good season” and “good service” mean to them
- Observe a real service in each restaurant
- Observe customers, staff, timing, bottlenecks, repeated questions and moments of stress
- Talk briefly with new and experienced team members
- Map the employee journey
- Map the customer journey
- Understand backstage operations
- Identify where knowledge, coordination, expectations or context break down
Only then, possible interventions
Onboarding · Processes · Checklists · Buddy systems · Support materials · Operational changes · Or something completely different
These are possibilities, not conclusions. Nothing has been observed yet.