2022

UX Researcher + Designer

• Hospital kitchens experience significant inefficiencies with paper-based food production processes.
• I conducted field research at 4 hospital kitchen sites.
• I defined design requirements based on user + business needs.  
• I designed + evaluated concepts for a kitchen user interface with food service experts.

Food Service

2022

UX Researcher + Designer

• Hospital kitchens experience significant inefficiencies with paper-based food production processes.
• I conducted field research at 4 hospital kitchen sites.
• I defined design requirements based on user + business needs.  
• I designed + evaluated concepts for a kitchen user interface with food service experts.

Part I

CBORD develops enterprise food service software for dining services customers. These include dining departments situated in higher education, assisted living, and health care settings.

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Within health care, food production is a complex system of labor and automation where production costs negatively and strongly correlate to revenue, and where patient food safety is a top priority.

For dining departments, CBORD’s solution presents the following pain points:

1. Food production reports are paper-based.

2. Updates to menu information require verbal communication, which cause delays and waste.

These manifest as inefficiencies that directly impact customer revenue.

CBORD’s business thrives on the “stickiness” of its software solution; as customers grow their usage of the products (many over the course of decades), value increases and makes the software vital in everyday operations.

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However, competing start-ups attempting to break into the market offer modern, yet piecemeal solutions which nonetheless threaten CBORD’s position as the incumbent software solution for many customers.

For dining departments, CBORD’s solution presents the following pain points:

1. Food production reports are paper-based.

2. Updates to menu information require verbal communication, which cause delays and waste.

These manifest as inefficiencies that directly impact customer revenue.

Part II

Upon clarifying project scope, I initiated a UX research/design plan consisting of research, design, and evaluation activities, each with deadlines and deliverables.

Key data collection methods were:

1. Expert interviews with food service management/directors.

2. Contextual inquiry at 4 hospital production kitchens.

Data analysis consisted of:

1. Qualitative coding of interviews.

2. Affinity diagramming of field observations.

CBORD Product Management engaged me as the UX Team lead for the design of a new product aimed at addressing known customer pain points.

I provided estimates for the scope and deliverables of UX-related work.

Upon clarifying project scope, I initiated a UX research/design plan consisting of research, design, and evaluation activities, each with deadlines and deliverables.

Key data collection methods were:

1. Expert interviews with food service management/directors.

2. Contextual inquiry at 4 hospital production kitchens.

Data analysis consisted of:

1. Qualitative coding of interviews.

2. Affinity diagramming of field observations.