My problem is that for me as a customer their chosen “solution” (me using my phone to see their easy to change menu) provides me no gain whatsoever whilst adding hassle. There are various possible options they could’ve gone with (blackboard, digital system with tablets for customers, printed piece of paper) with various balances of cost and ease-to-change and they chose the one that maximizes their advantages, minimizes their cost (and maybe it doesn’t even do that properly compared to, say, a blackboard) and increases hassle for customers.
In other words, in their requirements for the solution they’ve chosen to use, they focused entirelly on what was best for them and screw the customer, and if I have a choice I’m not going to bring my custom to a business which has activelly chosen to make my life more of a hassle purelly for their own gain.
Even though they’re using Tech for what they’re doing, the actual problem for customers is a Tech-agnostic “they did what was best for themselves and made the customer experience worse”, and maybe because of my immense familiarity with Tech I really don’t get dazzled by there being lots of Tech in their choice and just look at it from a “what does it do for me” point of view (a way of looking at business practices which itself derives from my professional experience: since I both worked on and implemented Business Requirements I got used to look at systems from a “what does this provide to the user” angle as part of the work of designing such systems).
Yupes.
My problem is that for me as a customer their chosen “solution” (me using my phone to see their easy to change menu) provides me no gain whatsoever whilst adding hassle. There are various possible options they could’ve gone with (blackboard, digital system with tablets for customers, printed piece of paper) with various balances of cost and ease-to-change and they chose the one that maximizes their advantages, minimizes their cost (and maybe it doesn’t even do that properly compared to, say, a blackboard) and increases hassle for customers.
In other words, in their requirements for the solution they’ve chosen to use, they focused entirelly on what was best for them and screw the customer, and if I have a choice I’m not going to bring my custom to a business which has activelly chosen to make my life more of a hassle purelly for their own gain.
Even though they’re using Tech for what they’re doing, the actual problem for customers is a Tech-agnostic “they did what was best for themselves and made the customer experience worse”, and maybe because of my immense familiarity with Tech I really don’t get dazzled by there being lots of Tech in their choice and just look at it from a “what does it do for me” point of view (a way of looking at business practices which itself derives from my professional experience: since I both worked on and implemented Business Requirements I got used to look at systems from a “what does this provide to the user” angle as part of the work of designing such systems).