As long as food is crucial for life, a topic of food waste will never go out-of-date from academic discussions. Globally, one third of food that is produced is either wasted or lost each year. Food waste has shown negative consequences economically, environmentally and socially. Therefore, researchers from various disciplines have been trying to address food waste problems happening especially in households. However, urban lifestyle has influenced the way people eat and people are dining out more than ever. Existing research in a field of out-of-home waste are focusing on quantitative data and are lacking of qualitative studies, deep insights, and implications for service designers. Thus, this thesis aims to understand why customer waste food at restaurant by considering both personal and social influences, and propose design tool for service designers to understand current situations better and to help them generate design ideas. Five research activities including Cultural probe, Photo Diary, Ethnographic observation, Workshop, and lastly, Follow-up Interview were conducted. As a result, insights were translated into Customer Journey Map and Ideation board game, designed as a sensitizing tool for service designers. The thesis makes two following contributions. It suggested explanations of current user behaviors that could lead to food waste at restaurants, and it proposed a sensitizing tool for service designer to use in an early stage of ideation process.As long as food is crucial for life, a topic of food waste will never go out-of-date from academic discussions. Globally, one third of food that is produced is either wasted or lost each year. Food waste has shown negative consequences economically, environmentally and socially. Therefore, researchers from various disciplines have been trying to address food waste problems happening especially in households. However, urban lifestyle has influenced the way people eat and people are dining out more than ever. Existing research in a field of out-of-home waste are focusing on quantitative data and are lacking of qualitative studies, deep insights, and implications for service designers. Thus, this thesis aims to understand why customer waste food at restaurant by considering both personal and social influences, and propose design tool for service designers to understand current situations better and to help them generate design ideas. Five research activities including Cultural probe, Photo Diary, Ethnographic observation, Workshop, and lastly, Follow-up Interview were conducted. As a result, insights were translated into Customer Journey Map and Ideation board game, designed as a sensitizing tool for service designers. The thesis makes two following contributions. It suggested explanations of current user behaviors that could lead to food waste at restaurants, and it proposed a sensitizing tool for service designer to use in an early stage of ideation process.
음식이 삶에 있어 중요할수록, 음식물 쓰레기에 대한 주제는 학술적인 토론에서 결코 빠지지 않을 것입니다. 전세계적으로 생산되는 식량의 3분의 1이 매년 낭비되고 있습니다. 음식물 쓰레기는 경제적, 환경적으로, 그리고 사회적으로 부정적인 결과들을 불러왔습니다. 그래서 다양한 분야의 연구자들이 특히 가정에서 발생하는 음식물 쓰레기 문제를 해결하기 위해 노력 해왔습니다. 하지만 도시에서의 생활 방식은 사람들이 먹는 방식에 영향을 미쳤고, 사람들은 그 어느때보다도 더 외식을 하고 있는 상황입니다. 가정 밖 쓰레기에 대한 현존하는 연구들은 정량적 데이터에 초점을 맞추고 있고, 질적 연구나 깊은 통찰 및 서비스 디자이너의 영향이 부족합니다. 따라서 이 논문은 고객이 왜 식당에서 음식을 남기는지에 대한 이유를 개인적·사회적 영향과 고려하여 이해하는 것과, 서비스 디자이너들이 현재 상황들을 더 잘 이해하도록 디자인 툴을 제안하고, 디자인 아이디어를 만들도록 도와주는 것을 목표로 합니다. 문화적 조사, 포토 다이어리, 민족지학적 관찰, 워크샵, 그리고 후속 인터뷰에 이르는 다섯가지의 연구 활동이 수행되었습니다. 그 결과로 나온 통찰들은 서비스 디자이너들을 위한 센시타이징 툴로 디자인 된 고객 여행 지도와 아이디어화 보드 게임으로 바뀌었습니다. 본 논문은 다음과 같이 두 가지 기여를 합니다. 하나는, 음식점에서 음식물 쓰레기로 이어질 수 있는 지금의 사용자 행동들에 대한 설명을 제안했고, 다른 하나는 서비스 디자이너가 아이디어 과정의 초기 단계에서 사용하기 위한 센시타이징 툴을 제안했습니다.