Starbucks needed help envisioning a plug-and-play product for delivering digital experience parity across all Starbucks company-owned and licensed store environments. We learned through research that the more immediate issue was the need to combat congestion caused by its successful Mobile Order & Pay service - or a "sea of people" as one barista told us.
To address both concerns, we created the Delivery Order Manager (DOM) - an advanced proof-of-concept that revealed how baristas would have visibility on all incoming MOP orders, enable better tracking and order production management, and allow for customers to receive mobile notifications that let them know the second their orders were ready. All in the name of empowering baristas to create moments of connection and new levels of personalization.
"This is great. I want this today."
Adam Brotman, EVP, Global Retail Operations & Partner Digital Engagement at Starbucks
VISION DECK SLIDES
“The DOM will create extremely valuable data insight into the customer experience and operations.”
Kevin Johnson, CEO at Starbucks
Product Design, Prototyping, Field Research, User Testing
Product Manager & CX Strategy by: