a small team of designers at marriott headquarters thought that getting coffee during rush hour at the starbucks outlet downstairs wasn’t easy.
contributions
facilitation
contextual inquiry
journey mapping
stakeholder interviews
pitch
starbucks (existing)
the current state of the traffic flow at rush hour did not support the volume at peak times. the team talked to customers, the staff and management to align on small improvements to the check out process.
starbucks (proposed changes)
the proposal included simple improvements to the flow that improved the customer and staff experience.
initial hypothesis: if we observed and improved the process of getting coffee during the morning rush, we would give customers and staff a more efficient and consistent experience with less friction.
final hypothesis: If we can impact how people move through the process without changing the process itself, we can significantly improve the user experience with less disruption.
outcomes
identified and aligned on pain points with staff and management
worked with staff to implement one of two proposed solutions