Type
Independent case study
Responsibilites
User Research, Interviews, Personas, Wireframing, Prototyping
Role
UX Designer
Objective
As a former barista at Starbucks, I remember a customer asking me why the company hadn’t implemented a kiosk-type system into their stores yet. This question got me thinking and after some thought I decided that I wanted to model a case study around how a kiosk-system would be implemented at Starbucks - and what the users would want from it.
Understanding the user
Before I could kickoff the design of this project, I had to collect some data on how Starbucks customers order in store and some of the challenges they face when doing so. I decided on interviewing frequent visitors of Starbucks.
Key Insights
Based on the data from the user interviews I conducted, I was able to narrow down the MVP of the kiosk to 4 main product features.
The Interview
After collecting key demographic information, I asked the participants the following four questions:
What challenges do you face in the ordering process? What emotions does this make you feel?
Is there any problems you can identify when placing an order at Starbucks? If so, how do you feel this could be resolved?
Is there any feature you would want to see in an implementation of a kiosk at Starbucks?
How often do you go to Starbucks? What is your motivation for doing so?
Personas
Wireframes
Final Design
Easy sign-in using qr code
Easily re-order favorites
Get recommendations based on the weather
Get an estimated wait time
Takeaways + Next Steps
When it comes to further improving the experience, some next steps would be:
Interviewing baristas
Interviewing a wider range of demographics - more inclusivity
Implement additional features based on the data collected
Conduct usability testing to validate and iterate on my designs