Starbucks' biggest woe since it launched Mobile Order & Pay at its stores nationwide in 2015 was the resulting long lines and congestion in its coffee shops due to an influx of mobile orders and complicated in-store orders.

To resolve this we created the Delivery Order Manager (DOM) - a plug-and-play device that would empower baristas to have visibility on all incoming mobile-based 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. 

INTERACTION FLOW
EXECUTIVE PRESENTATION
"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

Year:

2015

Roles included:

Product Design, Prototyping, Field Research, User Testing

Product Manager & CX Strategy by:

Scott Seear LinkedIn 
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