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High Tempo Work: Design Challenges for Head-worn Displays in Quick Service Restaurants

Published: 23 April 2020 Publication History

Abstract

Quick service restaurants (QSRs) are high tempo work environments that require collaboration and communication between crew. In a number of respects, head-worn displays (HWDs) might seem a promising technology to support QSR crew, but on close inspection they raise challenging issues for design. We conducted fieldwork studies at two large QSRs to understand how work is organised, how existing systems are used, and how information is displayed to and communicated between crew. We observed the crew working both routinely and with improvisation, collaboratively and individually, physically and digitally. From our analysis of the field study, we identify tentative use cases for HWDs, but with these also design tensions-that is, opportunities coupled with challenges that appear difficult to circumvent even with modest design proposals. These tensions would require careful consideration if HWDs were to be deployed in in QSRs, given that HWDs are ubiquitous, potentially private, digital, mobile, and able to collect behavioural data.

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Cited By

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  • (2023)Charting the Automation of Hospitality: An Interdisciplinary Literature Review Examining the Evolution of Frontline Service work in the Face of Algorithmic ManagementProceedings of the ACM on Human-Computer Interaction10.1145/35794667:CSCW1(1-20)Online publication date: 16-Apr-2023
  • (2022)HCI and Digital Twins – A Critical LookProceedings of the 25th International Academic Mindtrek Conference10.1145/3569219.3569376(75-88)Online publication date: 16-Nov-2022

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cover image ACM Conferences
CHI '20: Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems
April 2020
10688 pages
ISBN:9781450367080
DOI:10.1145/3313831
Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than the author(s) must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected].

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Published: 23 April 2020

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Author Tags

  1. design tensions
  2. fast food
  3. fieldwork
  4. head-worn display (hwd)
  5. quick service restaurant
  6. smart glasses

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View all
  • (2023)Charting the Automation of Hospitality: An Interdisciplinary Literature Review Examining the Evolution of Frontline Service work in the Face of Algorithmic ManagementProceedings of the ACM on Human-Computer Interaction10.1145/35794667:CSCW1(1-20)Online publication date: 16-Apr-2023
  • (2022)HCI and Digital Twins – A Critical LookProceedings of the 25th International Academic Mindtrek Conference10.1145/3569219.3569376(75-88)Online publication date: 16-Nov-2022

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