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Queueing at restaurant (Behaviors (Chat, Observe/Look around, Do things on…
Queueing at restaurant
Relief points
Facilities
Table
Seat
Fun gadgets (Cotton candy machine
Text message (allowing hanging around freely.)
Fun/Meaningful things
Hang around
Read menu
Pain Points
Environment
Indoor: Crowded
Outdoor: cold in winter; hot in summber
Wait time
No information about wait time provided
longer than expected
Lack of service
Behaviors
Chat
Observe/Look around
Do things on phone
Read menu
Hang around
Locations
East Village
Chinatown
Korean town
Time
Dinner time