Grace’s customer journey reveals repeated moments where spoken interaction is assumed, from attracting attention to collecting feedback.
Emotional confidence → Design opportunity
Grace cannot call out to attract passing customers.
Use sound and attention sensors to trigger a private vibration alert when nearby activity may require her attention.
She recommends products through pointing and simple gestures.
Detect when a customer approaches or speaks, then surface preset recommendations and visual responses.
Orders and special requests can be difficult to confirm accurately.
Recognize common gestures and convert them into visible item selections for mutual confirmation.
She cannot state the price verbally and relies on “OK” gestures.
Display the total price and payment status on the apron’s flexible screen.
She proactively asks customers for feedback, but follow-up can require extra explanation.
Offer simple visual prompts and quick rating choices to support two-way feedback.
Survey snapshot and interview comments
“Ordering takes a little longer, but the vendor is welcoming. I’m happy to support them.”
“The food is great. Communication takes extra effort, but the service is thoughtful.”
“The food is fine, but ordering feels complicated and less convenient.”
“I understand the situation, but the interaction can feel awkward when more explanation is needed.”
Core insight: customers are generally supportive, but communication friction still slows ordering and increases uncertainty.
Questionnaire survey of 200 participants at Dushu Lake Campus, Soochow University. Percentages reflect this project sample.
从吸引顾客到收集反馈，Grace 的经营旅程中反复出现对口语交流的默认依赖。
情绪信心 → 设计机会
Grace 无法通过吆喝吸引经过摊位的顾客。
结合声音与注意力感知，在附近活动可能需要关注时，通过私密振动提醒摊贩。
她主要通过指向和简单手势向顾客提供建议。
识别顾客靠近或开始说话，并自动调出预设推荐与视觉回应。
订单内容和个性化需求难以被准确确认。
识别常用手势，将其转化为可视化商品选择，供双方共同确认。
她无法直接口头报出价格，并依靠“OK”手势完成确认。
利用围裙的柔性屏幕展示总价和付款状态。
她会主动询问顾客意见，但进一步解释仍然困难。
提供简明的视觉提示和快速评分选项，支持双向反馈。
问卷概况与顾客原话
“购买过程会久一点，但摊主态度很好，我也愿意支持他们。”
“食物很好，虽然沟通需要多花些时间，但服务很用心。”
“食物还可以，但点单过程有些麻烦，整体不太方便。”
“我理解他们的情况，但需要额外解释时，整个过程会有些尴尬。”
核心洞察：顾客整体持支持态度，但沟通摩擦仍会拖慢点单流程，并增加双方的不确定感。
问卷样本为苏州大学独墅湖校区的 200 名参与者；百分比仅代表本项目样本。