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The Menu Is an Interface: How Print and QR Codes Shape Safety, Trust, and the Dining Experience
This video is featured in the UX Watch Party playlist.
Summary
Drawing on an original mixed-method study of 378 diners and 31 in-depth interviews, design leader and researcher Dr. Shruthi Manjula Balakrishna examines how printed and QR-code menus shape perceptions of safety, ease, clarity, brand trust, and the dining experience. Rather than reducing the question to print versus digital, she uses the menu to expose a larger design problem: formats are never neutral. They direct attention, redistribute effort, and quietly alter the rituals around them.
This research-led presentation translates findings from post-pandemic upscale dining into a broader framework for design, content, UX, and service leaders. It asks how teams can evaluate a touchpoint not only by whether it works, but by what it asks of people, and what it changes between them.
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