Restaurant e-menu on iPad, Rapid Application Development (RAD), Model-View-Controller (MVC), ASP.Net, Xcode, Web services, iPad application and mobile application development.

1. Sheffield Hallam University
Faculty of Arts, Computing, Engineering and Sciences
A Development of Electronic Menu (E-menu) Application
for Restaurant on iPad
By
Traitet Thepbandansuk
MSc Enterprise Systems Professional
10 September 2012
Supervised by: Dr Frances Slack
A dissertation submitted in partial fulfilment of the requirements of
the Sheffield Hallam University for the degree of Master of Science
(Enterprise Systems Professional)

2. Acknowledgements
This research would not have been completed without the support of my supervisor,
restaurant owner, manager and staff at the Thai restaurant, Andy Paul, and my friends and
family. Firstly, Dr Frances Slack, my supervisor, was the most important person, who
provided me with valuable guidance and great support. Secondly, without support from the
restaurant owner, manager and staff, my case study dissertation would have been
impossible. Although they had to spend a lot of time with me, they indicated themselves by
giving me so much useful information for my dissertation, without exception. Furthermore,
I would have to thank Andy Paul, who has helped me to enhance my English skills at all
times. Finally, I would like to express my deep appreciation to my friends and family. They
have always support me strongly both in my academic studies and also with my personal
problems during my study.
i

3. Abstract
The restaurant industry is an area which has remained behind the technical advances until
recently, when the electronic (e-menu) started being used to improve catering services and
to increase revenue. To answer the research question ‘how can a prototype of an e-menu
application be developed for the casual dining restaurant industry to meet business
requirements’, this dissertation employed a case study approach at a Thai restaurant in the
UK. The research had conducted based on qualitative empirical research to gather business
requirements by direct observation, to develop a prototype using Rapid Application
Development (RAD) methodology, to collect data by group interviews, and finally to
analyse data by content analysis. The purposes of this study were to identify the key issues
relating to development of an e-menu application, to investigate system requirements and
develop an e-menu prototype, to evaluate users’ perceptions on e-menu, and to make
recommendations regarding e-menu development.
As this dissertation is presented by portfolio, it has not only a written paper to describe the
research, but various digital artefacts are also provided to help the reader understand more
fully how an e-menu application could be developed. This dissertation portfolio includes
system analysis and design documents, source codes of iPad e-menu application, Web
services and web application inASP.Net, and presentations of e-menu features on
PowerPoint and in video formats. All digital artefacts can be navigated from a portfolio
navigator file included in the portfolio CD attached in this document.
Finally, this research had examined four potential outcomes relating to the research
question and objectives. Firstly, List of business requirements, UML use case and class
diagrams, and ER (Entity relationship) and workflow diagrams were produced to analyse
and design the e-menu system. Secondly, the prototype of e-menu application, including
source codes, database and prototype presentations, were developed to use as tools for
collection data of the last two potential outcomes, which were users’ perceptions and
recommendations of the e-menu development.
Key words:Restaurant e-menu on iPad, Rapid Application Development (RAD), Model-
View-Controller (MVC), ASP.Net, Xcode, Web services, iPad application and mobile
application development.
ii

4. Table of Contents
Acknowledgements ................................................................................................................. i
Abstract .................................................................................................................................. ii
Table of Contents .................................................................................................................. iii
List of Figures ........................................................................................................................ v
List of Tables......................................................................................................................... vi
List of Abbreviations............................................................................................................ vii
1. Introduction .................................................................................................................... 1
1.1 Aims of the study ................................................................................................. 2
1.1.1 Research question ...................................................................................... 2
1.1.2 Research objectives ................................................................................... 2
1.2 Limitations of research ........................................................................................ 3
2. Literature Review ........................................................................................................... 4
2.1 Electronic menu (e-menu) for restaurants ........................................................... 4
2.2 Restaurant service process ................................................................................... 5
2.3 Software usability and Human-Computer Interaction (HCI) .............................. 6
2.4 Software development methodologies and prototyping technique ...................... 7
2.5 Mobile application development on iOS or Android devices.............................. 8
2.6 Conclusion of the literature review .................................................................... 10
3. Justifications of the Approaches ................................................................................... 11
3.1 Research process and framework ...................................................................... 12
3.2 Case study methodology .................................................................................... 13
3.3 Software development methodology by RAD with prototyping ....................... 14
4. Findings and Discussion ............................................................................................... 16
4.1 Users’ perceptions of the e-menu prototype ...................................................... 17
4.1.1 Convenience ............................................................................................ 18
4.1.2 Improving customer service .................................................................... 19
4.1.3 Preventing human error ........................................................................... 20
4.1.4 E-menu issues .......................................................................................... 21
4.2 Recommendations of e-menu application development .................................... 23
4.2.1 Software development processes for e-menu application ....................... 23
iii

5. 4.2.2 System design of the e-menu system ....................................................... 24
4.2.3 Cross-platform communication between .Net and iOS platforms ........... 25
4.2.4 Model-View-Controller (MVC) design for e-menu system .................... 26
5. Critical Reflection and Evaluation ............................................................................... 27
5.1 Knowledge of the domain .................................................................................. 27
5.2 Justification of the approaches ........................................................................... 29
5.3 Overall reflective commentary with regards to research outcomes ................... 32
5.3.1 System analysis and design documents ................................................... 32
5.3.2 Prototype of e-menu application.............................................................. 33
5.3.3 Users’ perceptions on the prototype of e-menu application .................... 34
5.3.4 Recommendations of e-menu application development .......................... 35
6. Conclusion and Limitations .......................................................................................... 36
6.1 Conclusions........................................................................................................ 36
6.2 Critical evaluation of learning experience ......................................................... 37
6.3 Limitations and recommendations for further research ..................................... 38
6.4 Research contribution ........................................................................................ 38
7. References .................................................................................................................... 39
8. Appendices ................................................................................................................... 44
8.1 Project Plan ........................................................................................................ 44
8.2 Summary of activities at the case study restaurant ............................................ 46
8.3 Portfolio navigator ............................................................................................. 47
8.4 Table of content of individual pieces of evidence ............................................. 49
8.5 Overview of evidence collected for the dissertation portfolio ........................... 51
8.6 List of interview questions ................................................................................. 52
8.7 A copy of the letter of agreement with the restaurant........................................ 53
8.8 A copy of research ethics checklist.................................................................... 54
8.9 Research Proposal .............................................................................................. 56
iv

6. List of Figures
Figure 1 - E-menu on iPad tablet ........................................................................................... 1
Figure 2.1 - Restaurant e-menu solutions .............................................................................. 4
Figure 2.2 - Basic process flow diagram of restaurant system .............................................. 5
Figure 2.5 - Cross-platform communication using Web services .......................................... 9
Figure 3.1 - Research process and framework ..................................................................... 12
Figure 3.2 - Rapid Application Development (RAD) and prototyping ............................... 15
Figure 4 - Software development process and potential outcomes ...................................... 16
Figure 4.1 - Data collection process and users’ perceptions ................................................ 17
Figure 4.1.1 - Users’ perceptions on convenience ............................................................... 18
Figure 4.1.2 - Users’ perceptions on improving customer service ...................................... 19
Figure 4.1.3 - Users’ perceptions on preventing human error ............................................. 20
Figure 4.1.4 - Users’ perceptions on e-menu issues............................................................. 22
Figure 4.2.1 - E-menu development process and technical system design .......................... 23
Figure 4.2.2 - System design of e-menu system .................................................................. 24
Figure 4.2.3 - Cross-platform communication between .Net and iOS platforms ................ 25
Figure 4.2.4 - Model-View-Controller (MVC) design for e-menu system .......................... 26
Figure 5.2 - Example of an implicit requirement ................................................................. 30
Figure 5.3.2 - The first and final versions of the e-menu prototype .................................... 33
Figure 8.1.1 - The initial and last updated action plan for dissertation ................................ 44
Figure 8.1.2 - Gantt chart of project milestones................................................................... 45
Figure 8.3.1 - Evidence collected for the dissertation portfolio ........................................... 47
Figure 8.3.2 - The artefact outcomes for the dissertation portfolio ..................................... 48
Figure 8.7 - A copy of the letter of agreement with the restaurant ...................................... 53
Figure 8.8 - A copy of research ethics checklist .................................................................. 54
v

7. List of Tables
Table 2.5 - Comparison of mobile development platforms on iOS and Android .................. 8
Table 3 - Summary of research objectives, methods and outcomes .................................... 11
Table 3.2 - Comparison among observation, interview and questionnaire .......................... 14
Table 4 - Interview participant information ......................................................................... 16
Table 5.1 - Mapping key knowledge, objectives and learning points .................................. 27
Table 5.2 - Mapping approaches, their potentials, limitations and learning points ............. 30
Table 8.2 - Summary of activities at the case study restaurant ............................................ 46
Table 8.4 - Table of content of individual pieces of evidence ............................................. 49
Table 8.5 - Overview of evidence collected for the dissertation portfolio........................... 51
vi

8. List of Abbreviations
ASP Active Server Pages
E-Menu Electronic Menu
ER Entity Relationship
GUI Graphical User Interface
HCI Human–Computer Interaction
MS Microsoft
MVC Model-View-Controller
OS Operating System
PDF Portable Document Format
PoS Point of Sale
RAD Rapid Application Development
SQL Structured Query Language
SOAP Simple Object Access Protocol
UK United Kingdom
UML Unified Modelling Language
XML Extensible Markup Language
vii

9. 1. Introduction
Development of technology enables people to become more comfortable in most areas
of our lives. The restaurant industry is an area, which has remained behind the technical
advances until recently, when the electronic menu (e-menu) started being used to
improve catering services and increase revenue. Nowadays, the e-menu is becoming
popular and changing the concept of food ordering by paper-based menus. As can be
seen in Figure 1, restaurant customers are able to view the items listed on the menu as
well as being able to order directly from tablets or touch-screen monitors located on
tables, which offer customers a full range of ordering choices (Azilen 2011; Conceptic
no date).
This research had conducted an inductive approach by case study methodology at a
Thai restaurant in England in order to develop a software prototype and evaluate users’
perceptions of e-menu. The qualitative approaches were employed to collect data, such
as passive observation to gather system requirements, and group interview to evaluate
users’ perceptions.
Figure 1-E-menu on iPad tablet
1

10. 1.1 Aims of the study
The aim of this research was to study that how to develop e-menu application for use in
casual restaurant industryand to meet business requirements. The research question,
objectivesand limitations of research are summarised below.
1.1.1 Research question
How can a prototype of an electronic menu (e-menu) application be developed for the
casual dining restaurant industry to meet business requirements?
1.1.2 Research objectives
− To identify the key issues relating to the development of an e-menu application
for the casual restaurant industry.
− To investigate the system requirements as well as analyse, design and develop an
e-menu prototype to meet business needs.
− To evaluate users’ perceptions on the final prototype of the e-menu application
from stakeholders, namely restaurant manager, waiting staff and chefs.
− To make recommendations regarding to the development of e-menu application.
The first objective began with the critical evaluation the range of literature to find out
the potential issues relating to the development of the e-menu application, such as the
current use of paper-based menus and e-menus at restaurants, and the software
development methodology.
The second objective was to gather system requirements in order to design and develop
the e-menu prototype, and produce software development documents. In addition, to
delivering software to meet business needs, Hanafiah (2007) suggests that the software
development approach should be compatible with customer requirements, project team
and time of implementation. The justification of software development methodology is
explained in the section of justification of the approaches.
The third and final objectives were focused on data collection and analysis. Group
interviews were be used for data collection to analyse users’ perceptions, which were
expected to answer the research question in terms of developing an e-menu application
to meet business requirements, whereas the software development processes were be
reflected to make recommendations regarding the development of the e-menu
application to meet business needs.
2

11. 1.2 Limitations of research
This dissertation was a product-based project involving the application of software
engineering techniques to analyse, design, and develop of a piece of software
(University of Oxford no date). The software prototype for this research included only
some specific features, such as ordering food and beverages, previewing order
information, calling for services, and transferring information to the kitchen. Therefore,
other functions, e.g. booking, billing and integrating with a point of sale (POS) system,
were excluded in this project.With regards to group interviews, this research focused on
only three main stakeholders, namely the restaurant manager, waiting staff and chefs, to
obtain their users’ perceptions on the prototype of e-menu application.
3

12. 2. Literature Review
This literature review explores potential information to identify current knowledge and
key issues relating to development of a prototype of an e-menu application for the
casual restaurant industry to meet business requirements, which are divided into five
sections: E-menu for restaurants, Restaurant service processes, Software usability and
Human-Computer Interaction (HCI), and Software development methodology and
prototyping techniques, and finally Mobile application development for restaurant e-
menu on iOS or Android devices.
2.1 Electronic menu (e-menu) for restaurants
E-menu is a new technology for restaurant ordering solutions. The system includes
touch-screen devices installed with a piece of software to show a restaurant menu with
actual photos of the dishes (Emenunyy 2012). The touch-screen devices are not only
used to display the list of food and beverages, but also to process the restaurant services,
from ordering to payment (Jenie 2011). In general, an e-menu is used in three different
ways: tablet e-menu, table side touch screen e-menu and a touch screen menu for
waiting areas, as shown in Figure 2.1 (Emenu USA 2011; Conceptic no date). However,
Chen, Lin and Yen (2011) indicate that interactive restaurant table-top e-menus can also
be implemented by using interactive surface technology to enlarge the size of menus
and increase customer attraction.
Figure 2.1- Restaurant e-menu solutions
(Emenu USA 2011; Conceptic no date)
4

13. 2.2 Restaurant service process
To investigate requirements of a restaurant system, logistics and information flows are
of importance to analyse the system. As can be seen in Figure 2.2, the dotted lines show
that a customer has to wait for a waitress in order to give the order and make payment.
Therefore, these processes can be greatly improved by using an e-menu system
(Crowston, Rubleske and Howison 2006). Furthermore, e-menu enables information to
be sent directly from a dining table to the bar and kitchen. Therefore, customers will
receive their orders faster. It also encourages them to order extra food and drinks during
eating or waiting for their orders.
Although, the e-menu system can bring several benefits, such as enhances the dining
experience, increases restaurant revenue, and reduces waiting time (Chirag 2012), they
are much more expensive than printed menus, and tend to decrease personal contact
between customers and waiting staff (Studentwebstuff 2009). Therefore, these key
issues should be considered when developing a prototype of e-menu application.
Figure 2.2- Basic process flow diagram of restaurant system
(Crowston, Rubleske and Howison 2006)
5

14. 2.3 Software usability and Human-Computer Interaction (HCI)
In a software engineering perspective, the usability has been recognized as an essential
key factor to evaluate software quality (Gulati and Dubey 2012). Majid (2011) similarly
describes that effectiveness of software can be measured based on its usability in terms
of a HCI design and users' experience in using the software. Therefore, consideration of
HCI is an essential factor in delivering high quality software following business needs.
In addition, because HCI deals with the way that people interact with information on
electronic devices, a HCI design should help non-IT proficient users to use the software
without specialized IT knowledge (Edexcel 2010). For example, effective graphical user
interfaces (GUIs) on e-menus should be easy to use without a user manual or long
instruction by users. Therefore, to answer the research question, HCI design should be
considered and evaluated by both users and developers in all development processes to
produce the quality of the software prototype (Adikari 2009). The key quality
components of HCI design suggested by Norman and Nielsen (2011) and Nielsen
(1993) can be used to enhance usability of the prototype developed in this project as
below.
− Visibility: The application allows users to know the result of each operation.
− Feedback: The application allows users to return to a previous screen.
− Memorability: Users are easily able to recognise when they return to use
software again. The application should contain consistent user
interfaces.
− Learnability: Users find it easy to accomplish basic tasks in the first time.
− Efficiency: Users are quickly able to learn and perform tasks.
− Satisfaction: Users are pleasant to use software.
However, Hussain et al. (2012) and Gulati and Dubey (2012) similarly suggest that
successful software development is not only associated with HCI and software usability,
but is also dependent on how software development processes fit solutions into problem
areas required by customers or businesses. The software development methodology is
reviewed in the following section.
6

15. 2.4 Software development methodologies and prototyping technique
There are several methodologies for software development to meet customer
requirements such as, waterfall, Agile and RAD (Rapid Application Development). The
waterfall model is a traditional approach, which clearly separates project development
into four separate stages: analysis, design, implementation and testing (Khan et al.
2011). Although the waterfall model is an effective way to control deadlines and
outcomes in each process, it has a high cost when requirements are changed. On the
other hand, the Agile and RAD approaches are more flexible to change requirements at
any stage. With an iterative process, the requirements are fulfilled to increase customer
satisfaction (Hoffer, George and Valacich 2008).
Furthermore, prototyping is an effective development technique that allows analysts to
know how users react to work with the prototype, and how good the fit is between their
needs and the prototyped features (Kendall 2011). In addition, after the analysts get the
users’ feedback, they then make a new version to test with users again. This iterative
process continues so that users are relatively satisfied. Therefore, the final product can
be developed in a short time following the customer requirements (Hoffer, George and
Valacich 2008).
However, Khan et al. (2011) claims that the RAD approach with prototyping
concentrates mainly on experimenting with the customer needs. It may results in
insufficiently understanding of the overall business requirements. Moreover, RAD
methodology also requires trial and error activities in order to investigate an appropriate
solution. Consequently, it is able to increase the overall cost and time for implementing
a project that might result in failure of delivery time and spending budget (Cobb
2011).Justification of software development methodology is described in the next
chapter.
7

16. 2.5 Mobile application development on iOS or Android devices
Ordering food and drinks at a dining table usingan e-menu or tablet computer, such as
iPad and Samsung Galaxy, is an effective method. The build-in wireless feature
enablesthe tablets to connect a network and the Internet easily, and multi-touch screen
and its interfaces greatly enhance responsiveness and usability (Ray 2012). With their
slim size, the tablets are easier to install than personal computers used for table side
touch screen e-menu, and their screen size is bigger than one on a general smart phone.
This allows diners to view the e-menu at their convenience and place their orders when
they are ready to do so (Duffy 2011; Chirag 2012).
These days, the majority of applications on tablets are based on Apple’s iOS and
Google’s Android platform because of their popularity and divergent approaches (Tracy
2012). As can be seen in Table 2.5, the iOS platform only supports Apple devices, such
as iPad and iPhone. In contrast, Android is an open-source platform owned by Google,
who distributesAndroid operating system to several mobile manufacturers including
Samsung, HTC and LG, to install on their devices. Furthermore, Android applications
use mainly Java as a programming language. Developers can use open various source
developing tools, such as Google Inventor, IBM Eclipse and NetBeans, whereas the iOS
platform uses Objective-C language, which prefers one particular tool, namely Xcode.
No Platform Apple's iOS Google's Android
1 Owner (Developer) Apple Google
2 Tablet devices support iPad Samsung, HTC, HP, and etc.
3 Sizes of tablet screens 1 (iPad) Several sizes based on devices
4 Operating system (OS) iOS Android based on Linux OS
5 Programming language Objective-C Mainly in Java
Object Oriented
6 Yes Yes
Programming (OOP)
Google App Inventor, IBM Eclipse
7 Preferred developing tool Apple Xcode
and NetBeans
8 Open source platform No Yes
9 Annual fee for development $99 per year One time registration fee $25
Software approval before Spend 3-4 weeks for app approval
10 No need
publishing by Apple
Table 2.5 - Comparison of mobile development platforms on iOS and Android
(Ray 2012; Lee 2012; Goadrich and Rogers 2011)
Although Android applications can run with a range of hardware, Goadrich and Rogers
(2011) and Shackles (2012) similarly mention that developing applications on Android
8

17. devices is more difficult than that on theiOS platform in terms of user interface design
because Android devices support a variety of tablet appliances, which all have varying
screen sizes and hardware specifications. As a result, developers find it hard to design
an application, especially user interfaces that fit with those multiple devices.
Both iOS and Android have advantages and drawbacks. However, using Web services
is a good solution to support iPad and Android devices because they can both
communicate with iOS and Android platforms.Web services also enable developers to
reduce the complexity of coding on mobile devices (Gossweiler et al. 2011). As can be
seen in Figure 2.5, accessing databases and business process functionalities can be
implemented by other platforms such as .Net and Java, whereas managing user
interfaces or presentations can be developed separately on iOS and Android devices
(Lee 2012; Microsoft ASP.Net Team 2009).
Figure 2.5 -Cross-platform communicationusingWeb services
Adopted from Microsoft ASP.Net Team (2009) and Lee (2012)
9

18. 2.6 Conclusion of the literature review
In summary, the literature review evaluates a range of sources in identifying current
knowledge and key issues with reference to the focus of the research question ‘how can
a prototype of an electronic menu (e-menu) application be developed for the casual
dining restaurant industry to meet business requirements?’ Although several sources
have provided useful information related to developing a restaurant e-menu application,
such as types of e-menus, restaurant service processes,software development
methodologies, and mobile development on iOS and Android devices, the studyin the
development ofan e-menu application for casual dining restaurants is extremely limited.
Therefore, research outcomes are able to fulfil a gap in theresearch domain.
Furthermore, the above literature review contains essential information in justifying
appropriate approaches for this research. The diverse justifications are evaluated in the
next section.
10

19. 3. Justifications of the Approaches
The objectives of this section are to describe selected research methodologies, tools and
techniques based on the research objectives in order to answer the research question, as
well as to evaluate the chosen methods by comparing with other possible alternatives.
As can be seen in Table 3, there are several approaches to archive the research
objectives. The significant methods, such as case study methodology, direct
observation, group interviews, and Rapid Software Development (RAD), are evaluated
and justified in the following paragraphs.
No Objectives Approaches Outcomes
To identify key issues relating Key issues relating to
Critical evaluation the range
1 to development of e-menu development of e-menu
of literature
application application
List of requirements, e-menu
To investigate the system Direct observation and Rapid
prototype and system
2 requirements and develop the Application Development
analysis and design
e-menu prototype (RAD) Methodology
documents
To evaluate users' perceptions Group interviews and content
3 Users' perceptions
of the e-menu prototype analysis
To make recommendations Recommendations with
Reflection of the software
4 with regards to e-menu regards to the development of
development process
development e-menu application
Summary of chosen methodologies and approaches
1 Research methodology: Case study
2 Software development methodology: Rapid Application Development (RAD)
3 Inductive research approach: To answer the research question
4 Qualitative approaches: To collect data by direct observation and group interviews
5 Content analysis approach: To analyse data from group interviews
Table 3-Summary of research objectives, methods and outcomes
11

20. 3.1 Research process and framework
There were four main research stages of this case study, which were design, conducting,
analysis and conclusion, as shown in Figure 3.1 (Yin 2010). After identifying the
research question and key issues with regards to e-menu system and software
development, a prototype of e-menu application was developed in the second phase
following theRAD approach to analyse, design, develop and evaluate the system (Khan
et al. 2011). Several data were collected and analysed in the conducting, analysis and
conclusion stages as below.
In the conducting stage, requirements were gathered at a selected restaurant by direct
observation of the service processes and interviews with related users, such as the
restaurant manager, waiting staff and chefs. Then, requirements were analysed to design
a database, class diagram, user interfaces, and new restaurant service processes. Lastly,
requirements were confirmed and a final prototype was developed, respectively.
Figure 3.1 - Research process and framework
(Yin 2010; Khan et al. 2011)
12

21. After the first prototype was developed and evaluated by users, feedback data was
collected by direct observation again in order to analyse and create a new prototype
version. As can be seen in Figure 3.1, the life cycle of developing the prototype was an
iterative process repeated until the users were satisfied. In this case study, the prototype
was demonstrated to the restaurant manager, waiting staff and chefs, whereas the
observation was performed throughout the whole development process.
In data analysis process, the approach for interpreting qualitative data was a content
analysis method. This method could analyse data for the objective and systematic
description of manifest content of communication. The content analysis method was an
effective technique that helped analyst reducing time and the effect of bias (Kohlbacher
2006).
In conclusion, collecting data by direct observation in their natural habitats was an
effective way to understand business processes and requirements, especially implicit
requirements. It was also an effective way for getting feedback about the prototype to
refine requirements so that it satisfies users (Sehlhorst 2006), whereas qualitative group
interview approach was a good method to capture the subjective comments of
participants and find out the perceptions of users (Blom 2006).
3.2 Case study methodology
This study was conducted an inductive research, which chose a non-probability or
convenience sampling, at a Thai casual dining restaurant in UK.This was because the
researcher is a Thai national, who is familiar with Thai food and the restaurant staff,and
has regularly dined at the restaurant for almost one year. Therefore, it allowed the
researcher to be convenientof contacting them to do this case study. Furthermore, the
methodology employed to accomplish the aim and research objectives in this research
was a case study approach. This was divided into four main stages: design, conduction,
analysis of the case study evidence, and the development of the conclusions and
implications (Yin 2010).
The case in this research was the development of an e-menu prototype at the chosen
restaurant.The type of research design was a single-case study with two analysis units,
which were the evaluation of the software development and users’ perceptions on the
prototype of e-menu application. The case study method was not only suitable for
conducting evaluation research, but was also appropriate for a descriptive question,
13

22. such as what or how. It was vastly better than the quantitative approach in terms of
providing holistic and in-depth explanations of the behavioural problems (Kemanusiaan
2007). However, Baxter and Jack (2008) claim that it can be extremely time-
consuming.
To conduct this case study, qualitative approaches by direct observation and the group
interview methods were selected to collect data.
Firstly, direct observation for requirement analysis is a straightforward activity that can
provide insight into the users and their tasks, whereas indirect observation by video
recording can create more distance between observers and users, and that by interviews
only can be difficult to clearly understand all problem areas (Kriwaczek 2006).
Secondly, although collecting data by a questionnaire method is cheap, convenient and
has no bias by an interviewer, evaluating users’ perceptions of the e-menu system by
group interviews enable an interviewer to make clear in narrative and unambiguous
questions (Flick 2009). It can also provide both detailed information and some
fascinating contextual or other information (Wisker 2008). The comparison among
observation, interview, and questionnaire methods are summarised as following table.
Data collection methods Group Interview Questionnaire Direct Observation
Data collection can be time-consuming. No Yes Yes
Data analysis can be time-consuming. Yes No Yes
Biased by researchers Yes No Yes
Complex questions can be explained. Yes No Yes
Personal contact involved Yes No Yes
High response rates likely Yes No Yes
Table 3.2-Comparison among observation, interview and questionnaire
(Seale 2012; Flick 2009)
3.3 Software development methodology by RAD with prototyping
Regarding literature evaluation, Agile and Rapid Application Development (RAD) are
iterative software development methodologies to react to the problems with the
traditional waterfall methodology. Agile approach starts from analysis requirements and
design specifications, then directly to code and test software, whereas the RAD
approach uses a prototype to get feedback from customers in order to enhance the
14

23. prototype until the users are satisfied. This continuous feedback loop enables an RAD
prototype to correspond exactly with customer needs (Meso and Jain 2011).
RAD is appropriate for a small project, which has a shorter delivery time, but Agile is
suitable for a larger project (Khan et al. 2011). Furthermore, the RAD approach can
enhance the features of the prototype more rapidly to deliver a workable and
satisfactory system. However, using RAD with prototyping may make a system
inadequate for overall business needs if the system is accepted by only specific groups
of users (Hoffer, George and Valacich 2008).
This research proposed RAD as a development methodology to develop a prototype for
several reasons. Firstly, RAD is an incremental software development process model by
using customers’ feedback. Therefore, the quality of the prototype will be improved
throughout the life cycle as shown in Figure 3.2 (Sommerville 2004). Secondly, Hoffer,
George and Valacich (2008) point out that system developed by the RAD model both
spend shorter time and is closer to the business needs than that by the Agile and
traditional models. As a result, the prototype fulfilled requirements can be and
developed rapidly. Lastly, Gantthead (2010) mentions that RAD is more effective than
Agile for a narrow project scope with a small implementation team. Therefore, a
prototype which implements only some features by one person is more suitable for
implementation by RAD than Agile approach.
Figure 3.2-Rapid Application Development (RAD)and prototyping
Adapted from Sommerville (2004)
15

24. 4. Findings and Discussion
This case study research selected a convenience sampling at a Thai casual dining
restaurant in the UK to do group interviews with ten waiting staff from a total sixteen
members, as shown in Table 4. In addition, Stopher (2012) mentions that convenience
samples can be used in exploratory research when the estimation of standard errors is
not important.
As can be seen in Figure 4, after the final prototype was demonstrated and the restaurant
staff interviewed, the final two potential outcomes, being the users’ perceptions on the
e-menu prototype and the recommendationswith regards to the development of the e-
menu application, are summarised and discussed in the following sections.
Position held Number of interviewees Total members Data collection date
Restaurant manager 1 1 10 August 2012
Waiting staff 4 9 10 August 2012
Chefs 5 6 10 August 2012
Table 4-Interview participant information
Figure 4- Software development process and potential outcomes
16

25. 4.1 Users’ perceptions of the e-menu prototype
As can be seen in Figure 4.1, after the interview questions were prepared (as shown in
Appendices8.6) and the final e-menu prototype was demonstrated,the data was then
collected by group interviews with the restaurant manager, waiting staff and chefs to
analyse their users’ perceptions of the e-menu application and its features.
The majority of waiting staffsuggested,similarly to the description of research domain
in the literature review, that using an e-menu was not only more convenient fortheir
customers, and themselves, but it could also improve customer service and reduce
human error. Moreover, a minority additionally mentioned that it was another way to
attract customers from innovative technology. Nevertheless, they raised three potential
issues that should be brought up, which were the high cost, the older people’s inability
to use system, and technical issues. The significant users’ perceptions on the e-menu
application are summarised and discussed as follows.
Figure 4.1 - Data collection process and users’ perceptions
17

26. 4.1.1 Convenience
The most restaurant staff mentioned,correspondingly to Emenunyy (2012) in the
literature review, that an e-menu could enhance convenience for restaurant customers
because it provides full details of food and drinks clearly, such as menu description,
images and spice content. Therefore, it is easy for the customer to select their
favouritedishes. Furthermore, they are also comfortable to make additional ordersand
check the status of their order without having to ask a waiter.
In terms of restaurant staff, as can be seen in Figure 4.1.1, the restaurant manager and
waiting staff similarly believed that an e-menu system would enablethem to be more
efficient because the system would make it easy to revise the menu, add new
promotions, and sell seasonal dishes without having to reprint the menus.
Hence, development of an e-menu system should be thoroughly focused on these points
of view, and it is essential features, such as showing the details of dishes, ordering
additional items and checking the order status,these all need to be carefully considered
in the future development of an e-menu application.
Figure 4.1.1 - Users’ perceptions on convenience
18

27. 4.1.2 Improving customer service
According to key knowledge in the literature review, Jenie (2011) mentions that e-menu
devices are not only used to display the list of food and beverages, but also to process
the restaurant services from ordering to payment. Comparatively, the majority of
restaurant staff agreed that an e-menu system could enhance customer service. For
example, the system enables restaurant customers to get their order faster because it
isunnecessary to wait for them to take their orders,and the ordersare also transferred
directly to the kitchen and bar. In addition, the customers can instantly call for a waiter,
and request for bill and main dishes on e-menus. As a result, they don’t need to wait a
waiter, especially during a busy time.
Furthermore, the restaurant manager additionally mentioned that, during peak periods,
customers always look around to call a waiter to get services, such as ordering extra
drinks and making payment. Therefore, this system could enhance customer satisfaction
with regards to receiving their orders and having a quicker service.
To develop an e-menu application in the future, the features of requesting a waiter,
billing and main course, are essential functions for making the e-menu system to meet
business requirements.
Figure 4.1.2- Users’ perceptions on improving customer service
19

28. 4.1.3 Preventing human error
As the e-menu prototype was developed based on the basic process flow of a restaurant
system designed by Crowston, Rubleske and Howison (2006) to transfer information
from a dining table to the bar and kitchen,most chefs and restaurant manager similarly
believed that an e-menu system could reduce problems caused by human error.They
explained that, during the busy times, orders might beforgotten, especially extra drinks,
as waiters forget to pass the orders to the bar or kitchen.
Furthermore, poor handwriting, taking wrong orders and miscommunication between
waiters and chefs,or waiters and customers might be resulted in the preparation of
incorrect orders. These errors always cases dissatisfaction to the customers, and the
restaurant also loses both time and cost to reprepare those orders.The restaurant
manager commented that the e-menu system ensured that all orders of extra drinks were
transferred directly to the bar. It did not only reducing communication problems, but it
also enhanced customer satisfaction because the system could make sure that all extra
orders would be transferred precisely from customers to bar.
Figure 4.1.3 - Users’ perceptions on preventing human error
20

29. 4.1.4 E-menu issues
Although the e-menu system can bring several benefits, there are some significant
issues suggested by the majority of restaurant staff. Firstly, the e-menusare much more
expensive than traditional menus. A waiter illustrated that if a restauranthad one
hundred seats, and two seats required one iPad;the restaurant would have to invest in
fifty iPads, or approximately £20,000 (Apple no date).It was a huge budget compared
with using paper-based menus and labour costs.On the other hand, the restaurant
manager and some waiting staff members mentioned that e-menu system could boost
revenue from increasing customer numbers and the turnover rate, reducing labour costs,
and selling extra food and drinks. Ultimately, most interviewees were similarly
summarised that therestaurant must study the investment feasibility to estimate costs
and benefits before making a decision on the e-menu system.
Secondly, a minority of restaurant staffwas concerned about when e-menus used by
older people. They suggested that the elderly people might not be familiar with ordering
onan electronic device. It could lead them to be dissatisfied in terms of service quality.
In contrast, the restaurant manager doubted that it was possible that many older people
might be familiar with iPads. For example, they were likely to buy iPad to read e-books.
According to recent research, tablet devices,such as iPad and Samsung Galaxy, become
more popular for elderly people. However, there is a limitation on their usability
especially if an application contains text of too small a size (Pattuelli and Rabina 2010).
Thirdly, with regards to an issue of decreasing personal contact referred in the literature
review, most restaurant members thought that an e-menu allowed restaurant customers
to call a waiter online. Therefore, it would be more convenient for customers to request
a waiterwhen they would like to obtain services, or ask about recommended dishes.
In summary, before making a decision upon the implementation of the e-menu system,
a restaurant must study investment feasibility to make sure that the budget invested
would sufficiently increase revenue and services. Furthermore, the development of an e-
menu application should take into account that older people are a significant issue, and
some of the solutions, such as making user guide, enlarging size of texts are required
features to support them. In addition, future research could directly interview older
customers to understand their points of viewmore clearly.
21

30. Figure 4.1.4 -Users’ perceptionson e-menu issues
22

31. 4.2 Recommendations of e-menu application development
The following paragraphs provide important recommendations in context of e-menu
application development, which is separated into four main sections:Software
development processes for e-menu application, System design of the e-menu system,
Cross-platform communication between .Net and iOS platforms and Model-View-
Controller (MVC) design for e-menu system.
4.2.1 Software development processes for e-menu application
To develop a restaurant e-menu application, RAD (Rapid Application Development),
prototyping and direct observation were effective approaches to deliver a prototype in
time and close to business needs. As can be seen in the below figure, the initial process
was started when the researcher went to a case study restaurant to discuss with a
restaurant manager to make a list of requirements. Then, several documents, such as
ER, use case, class and workflow diagrams were initially produced to develop the first
prototype in ASP.Net. After the prototype was presented, users’ feedbackwas collected
to refine list of requirements, system analysis and design documents and Web services.
Figure 4.2.1 - E-menu development process and technical system design
23

32. Next, the second or final prototype was developed by ASP.Net and Xcode. ASP.Net
was used to develop Web services and the back office website for restaurant staff,
whereas Xcode was used to develop the e-menu application for restaurant customers.
To present the final prototype, several digital artefacts were produced, such as video
and PowerPoint presentations, to present e-menu application, demonstrate software and
interview restaurant staff, respectively. Finally, users’ perceptions and
recommendations of e-menu development were produced in order to answer the
research question.
4.2.2 System design of the e-menu system
Figure 4.2.2 - System design of e-menu system
As can be seen in Figure 4.2.2, the e-menu system consists of three main components:
the physical database running on SQL server 2005, e-menu Web services and website
for restaurant staff running on ASP.Net platform developed by Visual studio 2012, and
iPad e-menu application running on iOS platform developed by Xcode. The system has
two main applications, namely e-menu application on iPad for customers and e-menu
website for restaurant staff. The main features of iPad e-menu are selecting menu
categories, showing details of food and drinks, confirming orders, checking order
statuses and requesting services, whereas the main functions of the e-menu website are
managing tables, and operating orders and service requests.
24

33. 4.2.3 Cross-platform communication between .Net and iOS platforms
Figure 4.2.3 -Cross-platform communication between .Net and iOS platforms
With regards to using Web services for cross-platform communication, the e-menu
application on iPad has to consume XML Web services as shown in the above figure.
Unfortunately, Xcode does not provide build-in functions to generate and parse XML
data in order to connect with Web services (Lee 2012). Therefore, the researcherhad to
create the WebServiceManager class to generate and translate XML data. The purposes
of this class were to generate SOAP message for consuming Web services, and to
receive SOAP message from Web services and translate it into Xcode variables as
shown in Figure 4.2.3.
The researcher also developedthe ServiceUtils class to combine all functions provided
by Web services, and to convert asynchronous to synchronous communication. As a
result, coding on Xcode for consuming Web services by view’s controllerswasvery easy
and encapsulated. For example, the view’s controller of the Listing Category screen
could use only one line to get a list of menu categories as shown below. The
ServiceUtils class wasalso an example of implementing an object-oriented concept to
enhance reusability and reduce complexityof e-menu application.
NSMutableArray *ArrMenuCategory = [ServiceUtils GetMenuCategory];
25

34. 4.2.4 Model-View-Controller (MVC) design for e-menu system
Figure 4.2.4 -Model-View-Controller (MVC) design for e-menu system
MVC concept is an application design pattern, which can be applied in both ASP.Net
and iOS platforms. The MVC design in iOS framework helps developers to build
reusable and maintainable program components that can be updated independently (Ray
2012; Sadun 2009). Similarly, MVC pattern in terms of ASP.Net enables an application
to enhance testability, maintainability and flexibility (Microsoft ASP.NetTeam 2009).
The e-menu prototype developed in this case study was also applied a MVC concept to
build the e-menu website in ASP.Net and application on iPad. As can be seen in Figure
4.2.4, the model components developed by ASP.Net is connected directly with the
physical database to provide Web services for iOS platform, whereas the model classes
in iOS platform takes responsibility to generate and translate SOAP messages for their
view’s controller.
With regards to this MVC design, it enables the e-menu application on iPad could
access the database through to model components in ASP.net platform. Furthermore,
some source codesof the iPad application for user interactions were encapsulated by
model components on .Net and iOS platforms.
26

35. 5. Critical Reflection and Evaluation
This critical reflection and evaluation in this section critiques the inclusion of the
artefacts, and illustrates what had been learned as a result. It briefly indicates how the
researcher’s thinking has led to produce those artefacts and why they were included in
the portfolio(Crowther and Hill 2012).
5.1 Knowledge of the domain
During implementation of the e-menu prototype, the researcher gained plenty of
knowledge. This was not only obtained by researching various articles to write the
literature review, but also from whilst carrying out authentictasks(Carraccio and
Englander 2004), such as designing a database and new restaurant system, creating an
application by ASP.Net and Web services, and developing a mobile application on iPad.
However, the literature review was an initial task to gain basic knowledge, as well as to
find a gap in the knowledge domain. After the key knowledge was critically evaluated,
it enabled the researcherto have sufficient background concept to make decisions and
carry out the research in a suitable direction. The mapping of key knowledge, objectives
and learning points are summarised as follows.
Key knowledge
No Objectives Learning points
of the domain
Understand the current use of
The current solutions of a To justify the most appropriate
1 e-menu systems, their benefits
restaurant e-menu system e-menu solution for a restaurant.
and drawbacks.
To use as basic knowledge for
discussion and observation at the Understand basic restaurant
2 Restaurant service process
restaurant, and design a new service processes.
process of e-menu application.
Software usability and To study how to make good user
Understand key factors to
3 Human-Computer interfaces to enhance software
enhance HCI.
Interaction (HCI) usability and quality.
Software development To investigate the most suitable Understand strength and
4 methodologies and approach to implement the weakness of each software
prototyping technique e-menu prototype. development methodology.
Mobile application To find a better way to develop Understand iOS and Android
5 development for e-menu on e-menu application for this case development, and how to use
iOS or Android devices study. Web services with mobile app.
Table 5.1 -Mapping key knowledge, objectives and learning points
27

36. Firstly, as can be seen in Table 5.1, the current solutions of a restaurant e-menu system
helped the researcher and restaurant manager to justify an appropriate e-menu solution
for the restaurant. After existing e-menu systems, such as tablet e-menu, table side
touch screen e-menu, table top e-menu, and standalone e-menu for waiting area, were
studied and presented to the manager, he quickly understood the systems and decided
that a tablet e-menu solution was the most suitable for his restaurant.
Secondly, the restaurant service process enabled the researcher tounderstand a general
restaurant service process prior to discussion and observation at the restaurant to gather
requirements and analysis of the system. Although the basic restaurant process from the
literature review was different to the actual process at the case study restaurant, it was a
basic background to design a new e-menu system in an effective way.
Thirdly, the key knowledge of software usability and HCI let the researcher create user-
friendly interfaces of an e-menu application. The HCI principleswere not only used to
design the e-menu application,theywere also criteria to evaluate and improve the
prototype. Furthermore, the knowledge of software development methodology was an
essential factor in delivering the quality of the e-menu prototype in time and following
business requirements for this case study.
Lastly, learning about mobile development helped the understanding of the current
mobile technology, especially iOS and Android devices. Consequently, the chosen
solution of integrating Web services and mobile application could reduce complexity
and time for development of the e-menu prototype.
28

37. 5.2 Justification of the approaches
Although the key knowledge of several approaches had learned from writing the
literature review and justification of approaches, the researcher could obviously
emphasize the points about them after performing the practical tasks, such as direct
observation, group interviews, system design and the coding of an e-menu application.
There were several problems, which needed to be solved even though the research
framework and essential principles had been considered before starting the software
development stage. For example, as can be seen in Table 5.2, the majority of problems
of the chosen approaches were time-consuming. The researcher, however, had to find
additional tools, namely an action plan as shown in Appendices 8.1, to manage time for
both developing an e-menu prototype and producing research documents.Ultimately,
this dissertation was finishedwell on time, and the e-menu prototype was successfully
produced based on users’ requirements.
Furthermore, choosing the appropriate approaches and methods enabled the
researcherto underpin the dissertation work and create a portfolio in an effective way.
The chosen approaches, their potential, limitations and the learning points are
summarised below.
No Approaches Potentials Limitations Learning points
Appropriate for a Understandingof in-depth
1 Case Study descriptive research Time-consuming business requirements to
question develop an e-menu.
- The prototype fulfilled
Prototyping was an effective
requirements and could
Rapid Application May make the system approach in gathering
develop quickly.
2 Development (RAD) inadequate for overall implicit requirements and
- Quality of prototype
with prototyping business needs increasing customer
was improved
satisfaction.
throughout the life cycle
Observation by working with
- Time-consuming
Provide an inside into users was anexcellent way to
3 Direct observation -Disturb working of
the users and their tasks understand existing problems
staff
to develop a new system
Direct interviews could help
-Make clear in any the researcher to make
ambiguous question. Time-consuming for additional recommendations
4 Group interviews
- Able to get more data analysis of e-menu features for
additional requirements. producing an e-menu
application in the future.
Recommendations for future work research built on this current work
- Apply this case study to other places such as café, cafeteria or fast food restaurant.
- Use recommendations from group interviews to produce a real product of e-menu application.
29

38. Table 5.2 - Mapping approaches, their potentials, limitations and learning points
Initially, a case study approach was used as a core methodology for this research.In
terms of software development, the choosing of a pilot project at only one Thai dining
restaurant was an effective way to understand the system requirements, rather than to
gather information from several restaurants because it would take a much longer time to
discover the in-depth requirements.
Secondly, the RAD with a prototyping approach was an effective software development
tool that enabled the researcher to reduce time for implementation as well as to enhance
the features to meet the business needs quicker. Because some implicit requirements
could not be provided by stakeholders at the beginning; therefore, demonstration of the
e-menu prototype allowed the restaurant manager and staff to give more requirements to
fulfil business requirements. For example, a requirement gathered before developing the
prototype was selecting a menu category to order food and drinks. After the prototype
was presented, most restaurant staff agreed that the Drinks category should be put
before the Starter as can be seen in Figure 5.2. Furthermore, the RAD approach enabled
the developer to work closely with stakeholders when gathering requirements and
receiving feedbacks. Consequently, the final prototype could be developed more closely
with business needs.
Figure 5.2 - Example of an implicit requirement
30

39. Thirdly, direct observation was an effective way to analyse restaurant business
procedure.The researcher could work friendly with waiting staff and chefsto monitor all
processes at the restaurant. However, the direct observation method appeared to disturb
working staff. Therefore, the researcher decided to work as a waiter to get more insight
intothe business processes. Eventually, the researcher could understand all restaurant
services processes in a short time in order to develop the prototype of e-menu
application.
Lastly, direct group interviewswere also useful. They did not only help in the users’
understanding and perceptions, but they were also used for software evaluation. As a
result, several useful recommendations of e-the menu features were provided by
restaurant stakeholders, namelythe restaurant manager, waiting staff and chefs, and the
researchercould take advantages of this to make recommendations, which could be used
by software development companies and practitioners who are interested in the
development of an e-menu application.
In conclusion, this case study was specific for only one types of restaurant. However, in
the real world, there are many kinds of eating places, which could use an e-menu
system for instance, cafés, bars, and fast-food restaurants. Therefore, further study could
apply some of the approaches used in this dissertation to carry out future research
forother kinds of restaurants.
31

40. 5.3 Overall reflective commentary with regards to research outcomes
The overall reflective commentary is a scholarly piece of writing that brings the
evidence together to make sense of individual items, and to evaluate the main processes
used and experienced whilst conducting this research to produce the artefacts and
research outcomes as shown in Appendices8.3-8.5(Crowther and Hill 2012). The
research processes for generating potential outcomes are critical evaluated as below.
5.3.1 System analysis and design documents
According to the literature review, software developed by the Rapid Application
Development (RAD) methodology with prototyping takes shorter time and becomes
closer to business requirements other methodologies (Hoffer, George and Valacich
2008). During development of the e-menu prototype, it was found that system analysis
and design documents could be developed quickly because an existing restaurant
system could be investigated effectively by discussion, direct observation and working
as a waiter, whereas collecting requirements without direct observation could make it
difficult to understand all obvious problem areas (Kriwaczek 2006). Ultimately, the
system analysis and design documents had been produced within two weeks to design a
database and develop e-menu application. Those documents are discussed as follows.
Firstly, a list of functional and non-functional requirements was initially produced to
confirm requirements with the restaurant manager and to design the e-menu system.
Secondly, an UML use case diagram was created to discuss with the manager to find
out who users were and what exactly they wanted? (Kendal 2011). Thirdly, an UML
class diagram was used to design the e-menu database and classes in ASP.Net. Revelle,
Gethers and Poshvanyk (2011) mentions that a class diagram is data model of object-
oriented design, which can enhance software quality. With regards to this process, the
researcher realised that the quality of e-menu software was greatly improved because
classes, which was designed based on object-orient concept, enabled software to be
easily maintained and developed. They contained reusable functions, which could
reduce the complexity of source code. Furthermore, ER-diagram was useful to model a
relational database.The details of primary keys, foreign keys and relationships enabled
the e-menu database to be able to prevent incorrect data being inserted into the database
(Connolly and Begg 2011). Finally, using workflow and process diagrams was an
effective way to discuss restaurant service processes with the restaurant manager. Those
32

41. diagrams helped the researcher more easily confirm requirements than using only verbal
discussion.
To sum up, the system analysis and design documents could be produced during the
observation process to gather system requirements and analyse the system. However,
direct observation appeared to disturb working staff. Therefore, working as a waiter was
a beneficial way to overcome this problem.
5.3.2 Prototype of e-menu application
In this research, two versions of the prototype were developed. The first version was
produced only in ASP.Net, whereas the final version was developed in ASP.Net and
Xcode. Howcroft and Carroll (2000) mention that the RAD prototype does not need to
be developed into the finished system unlike conventional prototyping methods. As can
be seen in the below figure, although the first version of e-menu prototype was
demonstrated to users on the website instead of iPad, it could also be used to get
feedback from them effectively. Developing in ASP.Net did not only enable the
researcher to save time to develop the e-menu application, but it also could be used to
test ASP.Net Web services before integrating with Xcode in the next stage.
Figure 5.3.2- The first and final versions of the e-menu prototype
33

42. Furthermore, the final prototype was separated into three main components: the iPad e-
menu application developed for restaurant customers, the e-menu website created in
ASP.Net for restaurant staff, and ASP.Net Web services providing functionalities for
the iPad e-menu application. Moreover, slide and video presentations were produced to
present to restaurant staff before demonstrating the e-menu software. All of these were
used as a set of tools to collect data for the third and final outcomes, namelyusers’
perceptions and recommendations of e-menu application development.
5.3.3 Users’ perceptions on the prototype of e-menu application
After presenting the final prototype of the e-menu application and performing group
interviews at a case study restaurant, three main advantages of e-menu system and the
potential issues analysed from users’ perceptions as below;
Firstly, similar to knowledge in the literature review mentioned by Emenu USA (2011),
using e-menu application can enhance convenience for restaurant customers and staff.
The customers are easy to preview details of food, make additional order and check
status of their orders without having to ask a waiter. On the other hand, restaurant staff
is convenient to revise menu, add a new promotions and sell seasonal dishes without
having to reprint the paper-based menus.
Secondly, an e-menu system can increase customer service because the system allows
diners to order from their table, thenthat orderis be transferred to the kitchen and bar
immediately (Crowston, Rubleske and Howison 2006). Moreover, using e-menuenables
dinners to be more satisfied because it can online call a waiter and request billing.
Therefore, this feature can reduce a problem of the delay in receiving the bill and
services, which causes of customer irritation (Gustafsson et al. 2006).
Thirdly, the e-menu system can reduce problems caused by human error, especially
during the busy times. As the system allows an order to be transferred online, it can
greatly reduce human error, such as a verbal miscommunication between staff and
dinners, or staff and chefs. Serving a wrong order is a risk of dissatisfaction because a
customer has to wait more time for cooking a new dish (Gustafsson et al. 2006).
Although using the e-menu is convenient, enhance customer service, and reduce human
error, there are significant issues, which should be considered when implementing a real
e-menu application. Initially, the cost of an e-menu system is very much higher than
that of a paper-based menu.Moreover, elderly people might not be comfortable using an
34

43. iPad e-menu. Lastly, additional significant features, which should be developed when
producing the real e-menu software, are support of multiple languages, ordering by
quantity, and providing an e-menu user’s guide.
5.3.4 Recommendations of e-menu application development
After the final prototype of an e-menu application was developed, it was found that
there were three interesting methods,which were mainly concerned in development of
an e-menu application.
Firstly, software development methodology is an essential factor to manage a successful
software project (Khan, Niazi and Ahmad 2009; Misra and Kumar 2009). As RAD
methodology was chosen to develop an e-menu prototype,it was found that the software
prototype could be developed in a short time to meet business needs. With prototyping
and direct observation techniques, several implicit requirements from users’ feedback
were incrementally investigated to fulfil the requirements throughout the development
life-cycle. However, on-site observation could, and did,interrupt working staff.
Moreover, using Web services was a good solution for cross-platform development. In
this project, Web services were not only used to communicate between the back office
website and iPad application, but they were created to support other platform devices,
such as Android devices, for use in the future. Nevertheless, coding in Xcode was
difficult when generating and parsing XML data to communicate with Web services
because Xcode did not provide built-in functions to connect with Web services as do
other languages, such as PHP, Java and .Net (Lee 2012).
Finally, MVC design pattern is useful in separating between business logic and user
interfaces (Ray 2012; ASP.Net Team 2009). The e-menu prototype was also designed
based on MVC concept. As a result, it allowed the researcher to maintain source
codesconveniently after additional requirements were added. It was because of
changing the user interfaces on the iPad application that it became less consequential to
Web services and business logic source codes. Furthermore, the source codes based on
MVC pattern were separatelydeveloped.Therefore, they were also very easy to test and
rectify errors found by users and the researcher. However, this method was quite time-
consuming in the early stages of development as it was necessary to
completeprogrammingWeb services before creating user interfacesin order to develop
and test the prototype.
35

44. 6. Conclusion and Limitations
6.1 Conclusions
This dissertation employed a case study approach based on qualitative empirical
research at a Thai restaurant in the UK to answer the research question ‘how can a
prototype of an e-menu application be developed for the casual dining restaurant
industry to meet business requirements’. The purposes of this study were to identify the
key issues relating to development of an e-menu application, to investigate system
requirements and develop an e-menu prototype based on RAD methodology, to evaluate
users’ perceptions on e-menu, and to make recommendations with regards to e-menu
development. As a result, this research could generate four potential outcomes as
follows.
Firstly, during direct observation at a case study restaurant in UK, a list of business
requirements, UML use case and class diagrams, Entity-Relationship (ER), workflow
and process diagrams were produced to analyse and design the system, and to develop
the prototype of e-menu application.
Secondly, after the software development process, the prototype was developed and
separated into three main components: the iPad e-menu application developed for
restaurant customers, the e-menu website created in ASP.Net for restaurant staff, and
the ASP.Net Web services providing functionalities for the iPad e-menu application.
Furthermore, slide and video presentations were produced to present to the restaurant
manager and staff before demonstrating the e-menu software. All of these were used as
a set of tools to collect data for the last two outcomes, namely users’ perceptions, and
recommendations of e-menu application development.
Thirdly, with regards to users’ perceptions, the majority of restaurant staff believed that
using e-menu application would be more convenient for their customers and
themselves, enhance customer service, and reduce human error. However, they
suggested significant issues, which should be considered when developing afinishede-
menu application. For example, the cost of an e-menu system was very much higher
than that of paper-based menus, and elderly people might not be comfortable using iPad
e-menus. Furthermore, additional requirements were also suggested when producing an
e-menu system for the Thai restaurant, such as support of multiple languages, ordering
by quantity, and providing an e-menu user’s guide.
36

45. Finally, in terms of recommendations with regards to e-menu development, the
prototype was totally developed based on the knowledge domain studied. RAD
methodology with prototyping was an appropriate solution to develop an e-menu
application. It enabled the prototype’s features to be improved to meet business needs in
a short time. Moreover, direct observation was as an excellent approach to help the
researcher to understand obvious business requirements. However, this method did
appear to disturb some of the working staff. Furthermore, as the Web services were
developed in ASP.Net, it could not only reduce complexity and time for coding the iPad
application, but it could also be flexible when developing Android devices in the future.
Lastly, the Model-View-Controller (MVC) concept applied in this project could
enhance testability, maintainability and flexibility of the e-menu application.
6.2 Critical evaluation of learning experience
Throughout the experience of producing this dissertation portfolio, several lessons have
been learned. The following paragraphs evaluate learning experience from two different
aspects: the researcher and restaurant industry.
Firstly, throughout the process of research, the researchers have gained a lot of hard and
soft skills, such as software development, project management, documentation,
presentation and communication skills, all of which will be useful in the future. Firstly,
software development skillswere an important hard skill learned during development of
the e-menu prototype. With regards to programming skills, it was not only coding in
Objective-C language for iPad, but developing Web services and ASP.Net was also
studied at the same time. Furthermore, project management was a learning skill used for
planning and managing resources to achieve the completed portfolio. Lastly, the
researcher had also obtained the soft skill of documentation, during creating several
documents, such as system analysis and design, user manual and formal written
documents, whereas the presentation and communication skills have been learned
whilst gathering business requirements and presenting the prototype.
Secondly, in terms of restaurant industry, the restaurant manager and staff realised that
e-menu system was interesting and it could be more convenient for both restaurant
customers and staff, enhance customer service, reduce human error and attract a new
customer group. However, there are some issues, which should be considered before
37

46. implementing an e-menu system, such as the high cost of the system, the older people’s
inability to use system, and technical issues
6.3 Limitations and recommendations for further research
Even though this dissertation could produce potential outcomes following the research
question, there were some limitations, which could be improved onfuture research. In
terms of the users’ perceptions of the e-menu system, this case study interviewed only
restaurant staff.However, there were some issues suggested by those staff, such as
enhancing customer service and using by elderly people. Therefore, future research
could carry out a case study based on this prototype to examine exact perceptions from
restaurant customers.Furthermore, this research focused on developing e-menu for only
iPad. Thus, future research could apply system design and source codesin this portfolio
to develop for other kinds of e-menu, for example, table side e-menu or standalone e-
menu for waiting area. Moreover, implementing on another platform, such as Android
or .Net, is an alternative to carry out future research. Finally, additional features
suggested by restaurant staff, for instance, integration with PoS system and advertising
of new promotions during meals, could also be conductedto develop a new prototype
with more functionalities as well as study users’ perceptions of those requirements.
6.4 Research contribution
Initially, a prototype of e-menu application, system analysis and design documents,
such as database design, use case, class diagrams, and feedback from development of
the e-menu prototype could be of benefit to software practitioners and developers who
are interested in software development, especially for mobile application, restaurant
system and RAD methodology. Furthermore, the prototype and system design
documents of this case study will be useful to produce the final product of an e-menu
system in the future.
In addition, the summary of users’ perceptions on using e-menu application can be
information for restaurant owners and people who would like to start a restaurant
business. It can help them to make decisions with regards to implementation of the e-
menu system to improve their service efficiency and customer satisfaction.
Furthermore, this case study also could generalise the result for other types of
restaurants, for instance, fast food restaurants, cafes and pubs, because most restaurants
use menus for ordering food and beverage as a basic function.
38

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52. 8. Appendices
8.1 Project Plan
To deliver a quality of dissertation by portfolio artefacts, a final e-menu prototype and
software development documents on time, based on business needs, and with high
customer satisfaction. The dissertation action plan and the Gantt chart of project
milestones were created in the beginning phase and had updated throughout the
development process as shown in following figures.
Figure 8.1.1 - The initial and last updated action plan for dissertation
44

53. Figure 8.1.2- Gantt chart of project milestones
45

54. 8.2 Summary of activities at the case study restaurant
No Date Time Activities
1 29-Jun-12 14.00 - 16.00 Discussing and observing with the restaurant manager#1
Discussing and observing with the restaurant manager and waiting
2 06-Jul-12 14.00 - 17.00
staff#2
Discussing and observing with the restaurant manager and waiting
3 12-Jul-12 18.00 - 23.00
staff#3
Presenting the first prototype and getting feedback from restaurant
14.00-16.30
manager
4 20-Jul-12
18.00 - 23.00 Observation by working as a waiter at the restaurant
15.00-16.00 Presenting the final prototype
5 10-Aug Interviewing the restaurant manager, waiting staff and chefs
16.30 - 23.30
Final observing with the restaurant manager, waiting staff and chefs#4
Main activities: Observation, discussion, presentation, getting feedback and interviews
Table 8.2- Summary of activities at the case study restaurant
46

55. 8.3 Portfolio navigator
Figure 8.3.1-Evidence collected for the dissertation portfolio
47

56. Figure 8.3.2-The artefact outcomes for the dissertation portfolio
48