Brinker-TMH

Feedback

Team members expressed frustration because they didn't know what ingredients belonged in certain items.

“I have no clue what ingredients go in this Margarita, how am I supposed to answer the guest’s question and modify correctly? I feel bad having to annoy the bartender.”

Feedback

Team members would frequently abandon the TMH for the POS terminal when performing certain tasks.

Due to negative experiences with the TMH, team members avoided using certain features entirely. Instead, they would log out of the TMH, walk to the POS terminal, log in, and complete their tasks there.

Feedback

There was no standardized approach for charging customers for added sides or ingredients.

The current TMH design left pricing decisions up to individual team members' discretion. This resulted in team members creating their own rules, causing operational chaos.

The TMH re-design is fantastic, modern and simpler. TMs training on this new version will find it so much easier – it’s going to make it easier for them to figure out how to ring in their drinks properly – and it’s going to make interacting with guests and getting everything done quickly much easier.”

As somebody who typically doesn’t like to use the iPads, I would be more inclined to have an iPad on me. This is a simpler system for people who aren’t so technologically advanced. Everything is more laid out for you. It feels clearer. Overall legibility and accessibility is better, it’s more user friendly.”

I love it! It’s just faster, it’s more efficient. It’s easier to use than the one we have now. There’s a lot of functions that are in the back of my head while I’m serving that I think would be cool to add, and many of those are here in what I saw today. When are we getting it?!”

I like that you can do a lot more with this setup than the last one. I love it. It’s so much easier. I have a team member who really struggles with the handheld, and I think this will help her tremendously. This design could cut down training shifts in general to 2 or 3 days.”

66%

Adding a default item

Reduced from 3 to 1 taps

40%

Removing a modifier from the TLP

Reduced from 5 to 3 taps

40%

Adding an Extra of a Modifier from the TLP

Reduced from 5 to 3 taps

56%

Modifying a modifier from the Check

Reduced from 9 to 4 taps

60%

Moving an item to a new check

Reduced from 5 to 2 taps

52%

Reduce tap count on key tasks

Reduced from 166 to 100

Streamlining Front-Line Restaurant Operations

My Role

Project Duration