Vincent Gable’s Blog

January 17, 2009

Lessons From Fast Food: Efficiency Matters

Filed under: Design,Programming,Quotes,Research,Usability | , ,
― Vincent Gable on January 17, 2009

Every six seconds of improvement in speed of service amounts to typically a 1% increase in sales. And it has a dramatic impact on the bottom line.

–John Ludutsky, President of Phase Research, quoted on the “Fast Food Tech” episode of Modern Marvels, aired 2007-12-29 on the History Channel.

I wouldn’t expect things to be much different in the software world. The faster you get your burger bits the better.

UPDATED: 2009-02-05:
Apparently people want service much faster from software. Greg Linden reports,

Half a second delay caused a 20% drop in traffic. Half a second delay killed user satisfaction.

This conclusion may be surprising — people notice a half second delay? — but we had a similar experience at Amazon.com. In A/B tests, we tried delaying the page in increments of 100 milliseconds and found that even very small delays would result in substantial and costly drops in revenue.

If the Mr Ludutsky’s figure is accurate, a 20% drop in fast-food revenue would require a two minute delay. Does this mean every second spent waiting on a computer is as bad as waiting 4 minutes in meatspace? I don’t know — I’m doing a lot of extrapolation from hearsay. But it’s something to consider.

October 5, 2008

Unfaithful Design Gives People Salmonella

Filed under: Design,Security | , ,
― Vincent Gable on October 5, 2008

This New York Times article explains how dozens of people in several states contracted salmonella after they mistakenly microwaved raw chicken, instead of throughly cooking it in an oven.

According to the Department of Agriculture, the dishes included breaded or pre-browned chicken breasts, some of them stuffed with vegetables or sold as “chicken Kiev” and “chicken cordon bleu.” The appearance of the food led people to assume that the chicken breasts were thoroughly cooked, even though they were still raw or undercooked inside.

According to the USDA alert (emphasis mine)

Although many of these stuffed chicken entrees were labeled with instructions identifying the product was uncooked and did not include microwave instruction for preparation, individuals who became ill did not follow the cooking instructions and reportedly used a microwave to prepare the product.

This is what I would call a failure of labeling. Showing a fully-cooked chicken cordon bleu is clearly more appetizing then a picture of raw meat; but it is not a totally accurate depiction of what’s in the box. I wouldn’t call it unethical in and of itself, but the embellishment should have been offset with a clear indication that the meat was raw. Especially since it’s impossible to tell if a frozen piece of fully-breaded chicken is raw or cooked. If the USDA alert is taken at face value, then only “many”, not all, of the frozen chicken was labeled as raw. That does not seem right.

Unfortunately, no brands were named in the alert. So I can’t comment on the actual designs.

July 28, 2008

Burger King Sucks

Filed under: Announcement | , , , ,
― Vincent Gable on July 28, 2008

My last year in college, there were five fast-food restaurants within walking distance of my apartment. Now I won’t say I’m a connoisseur of the stuff, but I’ve had my share of drive-through-dinners (especially when coupons are involved). And I must say Burger King really stood out with their poor quality food. Unfortunately, they are now the only drive-through restaurant within a mile of my current apartment.

Now, I agree that the Whopper is a pretty good burger — better then anything from McDonalds (but a little less tasty then a Sourdough Jack). And the Cheesy Tots do have their moments. And I have to give props to my local BK for carrying Dr. Pepper, unlike every Taco Bell I’ve been to in the Midwest. And I really liked the creepy/hilarious “The Burger King” commercials. (And don’t forget the Video Game.)

But outside of hamburgers… Burger King is just bad. Almost all of their “chicken” products are mechanically separated meat. Their Original Chicken Sandwich is made of MSM, and has noticeably worse taste and nutritional value then the equivalent offering from Wendy’s, made of whole chicken. Burger King is the only restaurant who’s coupons I’ve thrown away.

Then there’s the health of it all, where Burger King gets low marks: “Fried foods from Burger King are alarmingly high in trans fat, according to The Center for Science in the Public Interest. A regular-size order of Chicken Tenders with a large order of French fries has 8 grams of trans — more than someone should consume in four days.“.

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