--- name: restaurant-reservation-experience type: experience journey: customer persona: Retired engineer (68), uses a walking frame domain: Hospitality technology: Responsive web and tablet core: "1.0" description: "Experience skill: Reserving a restaurant table with access needs and deposits — the best-practice customer journey for a retired engineer (68), uses a walking frame in Hospitality on Responsive web and tablet. Use when designing, building, reviewing or writing copy for any step of this journey. Brand-agnostic: pair with any Celestial design skill for the look. Also use it for decks, research readouts, specs and documents about this journey. Outputs: PowerPoint / Keynote / Google Slides decks, Word and Google Docs documents, PDF reports, emails, social posts, charts and diagrams." --- # Reserving a restaurant table with access needs and deposits A diner reserves a table for their group, says what access or dietary needs they have, and understands any deposit before paying it. **Outcome** — At least 90% of reservations with access notes are seated as requested, and no-shows fall by 30% without deposit complaints rising. This skill says *what happens and in what order*. It never specifies colour, type or spacing: describe screens as compositions of Celestial core v1.0 components and patterns, and let the active design skill render them. --- ## Persona — Harold, Retired engineer (68), uses a walking frame > “I need a table I can get to without squeezing between chairs, and I want to know if I lose money cancelling.” Booking a birthday dinner for six, including his granddaughter who has a nut allergy. **Goals** - Get a table that suits his mobility - Tell the restaurant about the allergy - Know the deposit rules **Pains** - Booking forms with no place for access needs - Deposits taken without clear refund terms - Being seated upstairs **Behaviours** - Books on a tablet a week ahead - Calls to double-check if unsure - Reads reviews about seating **Access needs** - Uses a walking frame — needs step-free access and space - Slight hand tremor — larger targets --- ## Domain — Hospitality - Deposit amount, refund deadline and no-show charge stated before payment - Allergy information is health data — share only with the restaurant, and remind that the kitchen must confirm - Card details handled to PCI DSS by a payment provider; front end never stores them - Access needs passed to the restaurant and acknowledged before the visit - Cancellation available online up to the stated deadline Vocabulary to use: `reservation`, `party size`, `deposit`, `no-show`, `access needs`, `dietary needs` ## Technology — Responsive web and tablet Inputs: Touch, Keyboard, Screen reader - Live table availability by area (ground floor, outside) - Deposit held, not charged, where the payment provider supports it - Confirmation by email and SMS --- ## Journey (5 steps) | # | Step | Goal | Compose with | Copy | |---|---|---|---|---| | 1 | **Party and date** | Pick group size, date and time | `form + chips` | “How many people, and when?” | | 2 | **Needs** | Note access and dietary needs | `form + chips` | “Anything we should know so your visit goes well?” | | 3 | **Deposit** | Understand and pay the deposit | `detail` | “£10 per person, £60 total. Full refund if you cancel by 19:30 on Friday 14 November.” | | 4 | **Confirmed** | Know the booking and how to change it | `confirmation` | “Table for 6 at The Lantern Room, Saturday 15 November, 19:30.” | | 5 | **Reminder** | Confirm, change or cancel the day before | `inbox` | “See you tomorrow at 19:30. Your ground-floor table is confirmed.” | ### 1. Party and date - Party size chips 1–8 with 'more than 8' option - Times as large chips by sitting - **empty:** No tables at that time — show nearest times and a waitlist ### 2. Needs - Chips: step-free, space for a wheelchair or frame, quiet table, high chair - Allergy field with a note that the kitchen will confirm - **error:** Ground-floor table not available at 19:30 — show times that are ### 3. Deposit - Deposit per person and total; refund deadline as a date and time - What happens on no-show stated plainly - **error:** Payment failed — table held for 10 minutes while you try again - **loading:** Securing your table ### 4. Confirmed - Restaurant name, date, time, party size and notes - Change and cancel in one tap ### 5. Reminder - Reminder includes access and allergy notes and the restaurant's acknowledgement - Confirm or cancel without signing in - **empty:** If the restaurant hasn't acknowledged notes, say so and offer a call --- ## Principles 1. Access needs are a first-class field, not free text at the end 2. Deposits always come with a refund date 3. Allergy notes are passed on and the limits are stated 4. Cancelling is easy until the deadline 5. The restaurant's acknowledgement is visible to the diner ## Do / Don't **Do** - Show deposit terms before card entry - Offer ground-floor and space options as chips - Send the restaurant's acknowledgement of notes **Don't** - Promise allergen-free food on the restaurant's behalf - Charge deposits without a refund deadline - Require an account to cancel ## Accessibility - Meets WCAG 2.2 AA; chips are toggle buttons with pressed state announced - Targets ≥ 48px for time and party chips - Deposit terms are text, not an image, and read before the pay button - Error messages appear next to the field and in a summary (3.3.1) Core minimums always apply: 4.5:1 text, 3:1 UI and focus, visible focus on every control, 44px touch targets, no meaning by colour alone, reduced motion respected. ## Content and voice - Plain money copy: '£10 per person, £60 total' - Allergy reminder is honest: 'The kitchen will confirm what they can prepare safely' - Warm but brief: 'Anything we should know so your visit goes well?' ## AI interactions - No AI in this journey because allergy and access information must be passed on exactly as written ## Edge cases - Severe allergy the restaurant cannot cater for — restaurant replies before the visit, deposit refundable - Party size grows after booking — check table capacity and deposit difference - Restaurant closes unexpectedly — full refund and alternative suggestions - Diner arrives late — show how long the table is held --- ## Measures | Measure | Target | How | |---|---|---| | Access notes honoured | ≥ 90% | Post-visit survey: seated as requested | | No-show rate | −30% | No-shows vs baseline without deposits | | Deposit complaints | No increase | Complaints about deposits per 1,000 bookings | | Booking time | < 2 min median | Start → confirmed | Research: Usability tests with older diners and mobility-aid users; Interviews with front-of-house staff on how notes arrive; Survey of diners after deposit bookings. --- When building this journey: follow the steps in order, compose each screen from core components and patterns only, keep the persona's access needs and the domain rules non-negotiable, and take every visual value from the active design skill. ## Using this journey in other outputs - **Deck or readout**: one slide for the persona (name, role, quote, goals, pains), one per step (goal, screen, the principle that matters most, its error state), then measures with targets. 16:9. - **Spec or document**: a section per step with goal, screen composition, copy, states and acceptance criteria; principles and accessibility rules as a checklist at the end. - **Look and feel**: this skill is brand-agnostic. If a design skill is named or installed (e.g. "in Mars"), take every colour, font and shape from it; otherwise use plain neutral styling and say which design skill would apply.