inclusivity in the drive thru
In response to the call for more inclusive service designs, my team and I created a Drive Thru Experience that considers the needs of everyone, but more specifically the deaf and hard of hearing community.
Apr 2021 - May 2021 (4 weeks)
Jackson Baehr, Annie Balint, Lianne Boxley, Andi Wenck
Scrolling Text Translations
AI Video Software
There's a sound barrier.
The drive thru ordering system is done through an intercom ... so if you are deaf or hard of hearing, getting your order can be a challenge.
of off-premise orders across the restaurant industry came from the drive-thru lane in 2020
Born deaf to a hearing family, Carla didn't learn ASL until she was a senior in high school. Now she considers ASL her first language and even teaches high school ASL classes.
When she's not working with her students, she loves going on nature walks and "listening" to music.
Understanding her struggles.
Carla wants to feel included, and relies on visual cues & information to do so. However, when these fail, she gets frustrated by misunderstandings and confusion.
Talking with non-deaf.
So, how can we create a universal experience that's welcoming for everyone?
We need to consider:
How to better visualize the experience
How to keep the drive thru fast & simple
How to eliminate anxiety on both ends
We tested it out & achieved our goal. We created something that...
Ensures order accuracy
Creates a fluid process
A universal drive thru system that's easily replicable for any restaurant
Want to learn more about inclusivity for the deaf / hard of hearing community?
Watch this POV video to see what a typical day out might look like for someone who is deaf / hard of hearing
Directed/Produced by: Erin Philips
Improve an existing service design by meeting an under-addressed need.
Drive-thrus are designed to simplify ordering, but they aren't made to be accessed by all.
Starbucks has a highly customizable menu + are dedicated to making their coffeehouse experience available to everyone.