Transformation Matrix: Gaining an idea about what the consumer might need.

Note: The transformation part is done wrong.

Week 2 - Interview Questions

Tussock Interview Questions

What is your name?

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How old are you?

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What are you studying?

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Where do you live?

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What are some of interest?

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What do you think of Tussock?

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How well do you think Tussock run as a university cafe?

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How well do you think Tussock caters for their customers?

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Why did you come to Tussock and not somewhere else?

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How do you feel today?

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What do you think of Tussock?

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How does Tussock make you feel?

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What would you change about Tussock?

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How was your experience with Tussock today?

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Tussock Management Team Notes

Tussock Hours:
8-4:30 Mon-Thurs
8-4 pm Friday
Open all year except Christmas - New years

Tussock is open to Massey Students, Staff as well as the public. Tussock is described as the heart of Massey. It is also a meeting space. The culture and feel about the space is great. Conference and meeting are held there.

- Front Face is changeable
- Manage what Tussock has to offer
- Improve the environment how the space is used (look & feel)
- How peak time are dealt with
- Addresses students need
- Private place slightly out of town
- Need to be flexible for both university cafe and private events
- Keep with budget
- Bar not widely used
- Food waste tightly managed
- Coffee is maybe fair trade

Week 1 - Observation

Study of Tussock

Smell: 

nothing, occasional smell of food but mostly just air

See:

A lot of dull/dark colors, black roof top

Brown, maroon walls mix with cream colors wall

Red wood colors 

Black framings of doors and windows

Silver cabinets

Tap water are with stacked glasses and plastic cup on top

Drink cabinet, Drink and cold food cabinet, warm food cabinet

tilts and then coffee making area, bar area

Tables are dark red, with some high tables

some couch area that are in corners - black, grey, blue colors

outdoor area with the same color wood

view of courtyard

very dime lighting - small white lighting over the counter area

and yellow lighting everywhere else

kitchen area is the brightest

mixture of carpet and tiles on the floor

open doors for air to come through

People usually walking from the block 5 space

long lines of people ordering lunch

not a lot of sunlight

People:

Talking, doing work/experience design students, have a coffee or drinks

discussing work, on their phone, doing their uni work

some just walk through the space

staff wearing black

People standing in line - talking, on their phones, waiting for their coffee to be ready

How long:

some stay for over 30mins (people doing work, or discussing things), but most stay for 20mins

people just walk through the space or just until they finish their meal

Feelings:

Lady sitting by her self - Tired, focused on her work, maybe she’s trying to solve her problem, frustrated with what she is reading/confused, she has her hand on her forehead, and have a frowning face while drink her coffee, she would occasionally type things after staring her laptop screen

2 co-workers talking - Joyful, interested in what each other are saying, very focused with one other, they are laughing, looking into each other’s eyes and listening. Nodding to each other’s talk, and exchanging talks 

experience design students - on alert of the area, maybe bored? discussing things with their partner, maybe feeling like they fit in? they are observant, but don’t really have emotion on their faces, occasionally smiles and laugh with their partner

What can you hear: 

some music that aren’t too loud or too quiet, as well as chatters around, but the sounds are very distracting, its background noises

occasionally we hear some moving boxes/things sounds from the kitchen

or the tilts 

How are people using the space:

Some people are walking through, some people walk to where the food are, some people just sit and talk in the table area, mostly people just sit, a few people are sitting outside, people coming in looking for a space to sit

Why do you walk to the counter: 

The space is very dark, as human we are naturally attracted to light, the counter area is the brightest area. 

People also come with a purpose of eating so they will head for the food first

Counter area is the only area to make major transaction with the staffs

People are taking away food and not committing to sitting down, not many people are on their phones and are mostly sitting in groups, although there’s a long line, not all the table are occupied, meeting new people in a group/meeting people you know in line or sitting since its at uni, space is shared with both staff and students as well as the construction workers, People just get coffee and leave

4Ps

Product: 

There’s a lot of variety of food, from “healthy” salads to deep fried things such as fries, fish and chips ect..

They also serve a lot of quick food such as sandwiches, muffins, pies etc

There’s a lot of variety of drinks from coffee, tea to redbull, juice and water

Alcohol and functions

Place: 

Tussock is in the heart of Massey wellington campus, it is connected to block 5 and easily accessible from everywhere. 

Not a lot of sunlight gets through, despite having a lot of big windows, its also hard to line up in busy time as people line overflow to the other door, blocking the toilet area and the door way to block 5/library. 

Price: 

Prices ranged from 0.5c (tomato sauce) to $11.50 (salad/meal of the day)

Promotion: 

They have days with meals deals, they have a website, and signs all over universities.