Redesigned the entire pantry workflow to optimize the pantry service efficiency and end-user experience.

Client

Toyota Mobility Foundation

Role

Service Designer

Project details

Timeline: July 2023 - July 2024

Team:

Problem

Hawthorne’s food pantry faced operational inefficiencies and a declining client experience, driven by an outdated service model and resource-intensive processes.

Labor-intensive setup and staffing requirements (40 minutes, 6 staff members)

Lack of client choice due to pre-packed food bags

Long wait times, especially problematic during adverse weather

Declining client satisfaction, with clients feeling unheard and disengaged

Solution

Redesigned the entire pantry workflow, introducing a mobile pantry & client-centered service model.

Mobile Pantry Setup

- Introduced movable, ergonomically designed shelves for easy unloading and setup

- Eliminates the need for a permanent pantry space; shelves can be set up anywhere

Client Choice Model

- Clients select items based on their preferences and needs

- Reduces food waste and enhances client dignity and satisfaction

Slot-Based Scheduling

- Implemented a system for clients to pre-book time slots

- Moved the entire operation indoors, providing comfort in all weather conditions

Project Overview

Flexing; the project was featured on ABC news 😋

Impact

Project / Individual Impact:

- 33.33 %

Reduced staffing requirements to run the pantry from 6 staff members to 4, optimizing resource allocation

- 100 %

Eliminated pantry setup time, cutting it from 40 minutes to 0 minutes with the mobile pantry system.

+ 21 %

Increased customer satisfaction rates from 79% to 100%, by improving overall service experience.

Zero wait times

Eliminated client waiting through the introduction of a slot-based scheduling system, enhancing convenience and service efficiency.

Final Deliverables

I created and shared detailed service blueprints with the pantry team. We then pilot-tested the new workflow with real users. After gathering feedback, we made necessary adjustments and successfully implemented the improved workflow and client choice service model.

Here’s a side-by-side visualization of the old and redesigned pantry workflow.

Old

New

Project Gallery

Image credits: Photos by Liz Kaye, Indiana University; Kara Krol, Herron IU

Stakeholder Interview with pantry director

Discussion with the pantry team

Codesign session with the pantry team

Conducted survey with the pantry clients

Finalising the pantry workflow

Pilot testing with actual pantry clients

Curious about the journey? Let’s dive deeper

Spent 2 years obsessing over hyper-detailed case studies, but honestly, there's no perfect balance—everyone's questions and needs vary by role and perspective. This showcase is merely a glimpse; the true essence lies in the journey itself. If you're intrigued, let's chat—I’ll happily share insights, challenges, and even some juicy gossip from behind the scenes.

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