PROCESS
research
Research
User Study
Empathising
Problem Identification
Conceptualization
Prototype
Deafness is either congenital or acquired. Congenital deafness arises from some natural cause which deprives the child of hearing from its birth. Acquired deafness arises from disease, accident, or other causes. The deaf are divided into two classes – the totally deaf, and the partially deaf.
Hearing loss is sometimes referred to as an “invisible disability,” because it’s not always obvious when people have hearing loss,
Job Task Analysis:
Conduct individual interviews through writing.
Inquired managers about the working and processes.
Conducted Contextual Inquiry focused on interactions with customers.
Communication methods and tools used at work.
Interactions with colleagues and customers.
Different kinds of jobs done
Access to training and support.
Getting food and drink orders
Noting down order specifications
Communicating order to Chef
Serving orders at all tables
Attend to customers
Collecting payments
Recording entries in database
Greeting and seating customers
USER STUDY
Ishaara Restaurant
The user's study focuses on exploring the challenges encountered by deaf and dumb workers during their interactions with customers in the workplace.
This user study aims to investigate communication barriers, interaction methods, and overall experiences to gain insights into improving accessibility and enhancing user experiences for individuals with hearing disabilities in customer-facing roles.
The staff had a good relationship with each other, they kept laughing and joking.
The manager only knew basic sign language. still, he could communicate to them all orders and details.
Employees were given training in various schools and institutions, and were later found by Ishaara to hire.
The restaurant opened 1.5 years ago, so the staff was new with about an year experience.
If the waiter was busy with something and someone wants to call they call the nearest waiter to call him
INSIGHTS
User 1. - Waiter at Ishaara
User 2. - Waitress at Ishaara
he took orders that were given by customers in sign language, as per the gestures on the menu.
she joked around with the staff, she was comfortable with customers
he was in near distance of the tables that were filled, keeping an eye on weather anyone needs anything.
when asked to take pictures, she suggested poses and was enthusiastic
he talked on video call in sign language, and communicated with the manager efficiently.
she checked on tables, graciously offered sauf and wipes to us after eating
he had an independent room close by, so did not need any transport to commute.
she lived very far, and took the public bus everyday to commute.
What does the founder say
Prashant Issar- Founder of Ishaara Restaurant
We train them, and surprisingly they are the best learners, they pay attention very closely.
They have a 5 module training program.
He wanted to build a business that outlasts the founder and hence he started this restaurant chain.
The waiters are promoted to managers too, which is quite empowering for them.
Terrasine cafe
INSIGHTS
User 2. - Waiter at Terrasine
Employees take shifts on front desk, greet, take orders, serve them and do entries of orders in the database.
They knew all the task to be done in the cafe, but struggled to understand other things, even within their own staff.
The staff there were given work according to their abilities and strengths
The jobs he did most likely didn’t require third - party assistance, but whenever he did, there was always a person ready to help out
If the waiter was busy with something and someone wants to call they call the nearest waiter to call him
his name was Abhishek and he was a 26 years old waiter at terrasine
he had completed his school studies and training
he faced difficulty in reading (Hindi or english),
but could write in marathi
most of the times a third person needed to communicate between him and the customer
empathize
Goals
Motivation
Painpoints
to seamlessly communicate customers that come to the restaurant.
to not have the need of involving another person to mediate or take over
difficult to understand and answer the queries of the customers
to cater to the customers whenever they require.
to serve and manage customers. Build relationships with them
restricted to performing specific, low skill tasks due to hinderance in communication.
to rise in my career, gain status and respect through good performance.
occupy higher positions in of manager, owner, chef
not enough accessibility tools and options to help get better, high paying jobs and ranks
to help the customers find what they are looking for.
to lead an independent life by overcoming the barriers
do not know when being called for help, unless direct eye contact is made.
to be seen an en equal in society.
not taken advantage of because of the hearing and speech impairment
mocked, put blame on in trouble situations, due to not being able to defend.
It is challenging for Deaf-Mute employees in restaurants to work independently and to their full potential, due to the communication barriers faced with customers.
problem identification
SOLUTION.
WaveLink Resto
A mini kiosk with dual-sided screen, using AI sign language reader and interpreter
prototype