Observing the public

The assignment we have been given was to observe peoples behaviour in public spaces. I chose to go into Subway for lunch as this is a popular place so I could compare different cultures and age groups in on environment. I done this with another student in my class so we were able to bounce ideas off each other to pick up on observations that we may not have noticed on our own.

I was there for about an hour making observations and due to the busyness of the fast food restaurant I picked up on a few aspects quickly, focusing on people’s body language, dress sense and mannerisms. The shop is constantly busy with people coming and going, especially at lunch time. There are a few tables to sit in but it’s generally a place to take away.

I started my experiment by focusing on the long winding queue, as this was at lunch time. I noticed that whilst people wait for food they stand with their arms crossed or focusing on the workers, implying they are bored. This would make the workers feel uncomfortable, like they’re always being watched, putting pressure on them to work faster and more efficient so the queue would go down quicker.

I started to focus on the workers in general. They work in a row each having a specific job so the customer can move further towards the till. Looking at the workers faces, they are all very glum and don’t seem enjoy their job. They are kept busy at all times but it’s very repetitive. In doing this job, it doesn’t contain any prospects so someone may work there for quick cash.

The first group of people I noticed were school children, roughly fifteen sixteen. They were dressed very smartly in full school uniform: dress shoes and blazer. As they walked they kept their back straight and separated themselves from the public, staying huddled in a group. Their posture made me think that the way they stood, if was as if they were looking down at others. Their dress code implied that they may have been at a private school and distanced themselves because they thought they were better than others. After getting their food they left and stood outside eating as there were no seats.

Two women in there sixties were sitting down facing each other, in deep conversation. They seemed quite posh as they were using napkins, holding it up to their faces in case of any mess, instead of waiting till they had finished. They were obviously out for lunch together and although they were older and well mannered they still chose a cheap place to eat.

A business man in his late twenties, early thirties was sitting down wearing a suit and long duffel coat. Although by his clothes he seemed to be in a high paid job he sat uncomfortably, looking at his food and table as he eat. This gave me the impression he wanted to finish as soon as possible and leave. This assumption was not because he felt he was too good for Subway but he felt nervous by his body language. Another man slightly older was by himself and evidently seemed relaxed, enjoying his lunch. He had brought a paper to read which kept him occupied. I came to the conclusion the older you get the more at ease you are eating by yourself. I tried to test this theory out on a man sitting next to the queue, alone at a table. My theory was wrong because although he might be used to eating alone the public were standing next to him, watching him eat, making him uncomfortable.
A group of American were sitting directly infront, so we could hear parts of conversations. They were middle aged and had a strong accent. They were obviously tourists having rucksacks under the table. They were enjoying their food, taking their time and not rushing to move. Due to them being American I assume there is a Subway over there and they are sticking to what they are comfortable with and not trying any other type of food. For example they never went to a local pub for a bar lunch. People like to stick to environments they are used to so if they went into a pub it would be a different culture of people, maybe local men having a casual drink.

Subway has a wide variety of customers with a variety in age groups. Due to most customers getting food then leaving there doesn’t seem to be any trend in customer’s culture. It’s a place to get a quick lunch so it doesn’t have a stereotype. Customer’s don’t have to dress in a certain way to fit in but they are all generally casually dressed even if they have popped out from their work at lunch. I think this is why Subway is so popular because it fits the needs of everyone who is in the shopping center, unless they dislike the type of food and is cheap priced. A few people never came in because families look for seats for their children before they come in where as single people wait in the queue before they look for a place to sit down as it’s not priority.

To improve on any service design I thought they need to invest in a bigger space so people can queue with more room in between them. This will give the impression they are not queuing for as long as they will constantly be moving. During their time waiting if there were pictures to catch their attention for a while. Not of food as food can be displayed on the over head boards that the menu appears on.

We took a picture whilst sitting. It shows the man reading his paper to the left. The table that the business man was previously sitting at and the older ladies using their napkins.