Allergy Planner: Allergie-Mobile-App für ein sicheres Kundenerlebnis in Gastrobetrieben. Development of a prototype design solution for an allergy app to enhance the customer experience in restaurants, using UX and UI design approaches

Abstract

The number of food intolerances and life-threatening allergies is increasing worldwide. Approximately 25% of the Swiss population already shows signs of food allergies, while 35% have a potential risk of developing allergies. The rise in allergies and intolerances is also observed in other industrialised countries and is attributed to modern lifestyles, high living standards, and improved hygiene practices. The immune system is less challenged by natural enemies and harmless microorganisms, resulting in difficulties distinguishing between harmful and harmless substances and overreacting to harmless proteins. With the increasing prevalence of food allergies and intolerances, restaurant visitors often find themselves compelled to inquire about the ingredients of dishes to ensure they can enjoy their meal or drink without any incidents. However, this can also pose social barriers as individuals affected by allergies occasionally struggle to express their concerns and are sometimes not taken seriously, being accused of simply disliking certain foods. Additionally, the restaurant establishment is legally responsible for providing information at any time regarding whether specific ingredients are present in the ordered dishes or if the food may have come into contact with allergens that the customer is intolerant to, be it during kitchen preparation or processing prior to the arrival of the ingredients at the restaurant. To guarantee the provision of such information, it is crucial for the restaurant to have accurate details regarding the origin of each ingredient, as well as the cleanliness of the production and processing. Furthermore, this information flow is further complicated by variances in manufacturing methods of food and animal products from abroad, along with their labeling practices, which may differ from Swiss laws and regulations. Consumer surveys have revealed that, in addition to a frequent lack of knowledge, there is also a lack of awareness among gastronomy establishments regarding allergens. This has resulted in allergic reactions and, in some cases, serious incidents for more than half of the participants during restaurant visits. Building upon the insights from these consumer surveys and expert discussions with gastronomy businesses, a prototype of an allergy app has been developed using UX and UI design approaches following the guidelines of Jon Yablonski. The aim of this app is to effectively optimize and simplify the customer experience in restaurants, particularly in terms of safety and digital user experience. The focus is not only on customers but also on the gastronomy establishments themselves. By strategically applying UX and UI design in the digital realm, the selection of food and beverages for individuals with food allergies and/or intolerances in gastronomy establishments should be made safer and more user-friendly. In addition to the theoretical exposition, the final product comprises a supplier concept and the corresponding prototype design solutions for a mobile app for consumers, as well as a mobile app for gastronomy establishments.