Starbucks

Sbux1.jpg

The following is the result of a hypothetical design focused on customer ordering process experience. When I heard Starbucks was planning on testing a new mobile ordering process, I was excited about how they would go about the user experience and user interface of their app. According to customer reviews, the Starbucks app left much to be desired such as a menu to see available items. Now that there will be a way to order ahead of time, I wanted to find ways to improve the ordering process experience.

THE PROBLEM

Starbucks has nearly 12 million monthly mobile users in the U.S. and Canada.  About 14% of Starbucks customers use the mobile app to pay.   I took this to the white board to see  how the new ordering process could increase user growth even more.  There's no more waiting in long lines at Starbucks so the usability needs to avoid some possible issues.

PERSONAS

To gain a deeper understanding of the target audience, 5-6 personas were created.  These personas helped to better address concerns and distinguish between what is necessary or unnecessary.

PERSONAS

Starbucks has nearly 12 million monthly mobile users in the U.S. and Canada.  About 14% of Starbucks customers use the mobile app to pay.   I took this to the white board to see  how the new ordering process could increase user growth even more.  There's no more waiting in long lines at Starbucks so the usability needs to avoid some possible issues.

NARRATIVE STORYBOARD AND JOURNEY MAP

To understand people's actions over times, I developed a scenario to provide context.   The narrative journey map illustrates how Stacey goes through a common path through the Starbucks app.  Stacey is also taken through a common problem she might be trying to solve and we walk her through what we assume are the steps.   Comments, questions, and ideas give you a picture of just what she will experience.

Flow Diagram

This flow chart displays Stacey's user flow when choosing to order her drink for pick up.

© 2019 Eva Ismailov