Coffee Coffee Scenario

Experience the Project

I created this project after talking with a manger at a global coffee chain. They have been having trouble keeping customers happy when faced with supply problems and were facing bad reviews.

About the Project

Audience: Baritas

Responsibility: Storyline 360,

Tools Used: Storyline 360, Mindmiser, Canva, Adobe Illustrator

The Problem

The Coffee Coffee Company (fictitious company) is experiencing challenges with customer satisfaction due to interactions with baristas, particularly during peak hours of the day. Baristas are struggling to meet customer expectations due to frequent supply shortages, which results in menu items not being available. Customers often inquire about these unavailable items and the menu can change frequently due to supply issues.

Employees often encounter frustrated customers at 6 am when they are requesting their usual breakfast and coffee orders that cannot be fulfilled due to supply chain issues.

The Solution

After analyzing the problem, I found that the primary cause of poor customer experience is lack of communication and customers feeling uncertain at the point of sale, which leads to longer wait times. I propose a scenario-based training program to help baristas handle these situations and offer alternative choices, similar to the customer's desired item.

The Goal

The goal is to enhance customer experience by reducing wait times and promoting peaceful interactions with baristas. This aims to increase customer loyalty and revenue. The second goal is to keep baristas satisfied, resulting in a higher retention rate for employees.

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Design

To begin, I collaborated with the manager of the coffee shop to identify potential issues and desired outcomes. We compiled a list of these and used it to create a mind map, which provided a visual representation of the problems and intended outcomes with proposed solutions. This served as the foundation for my storyboard and the scenarios that I developed. I started with text-based descriptions and then transitioned to visual illustrations, which worked well for me as it allowed me to clearly envision the project while designing it.

Map / Script

To the left, I have included a sample of my written scenario map. I listed all potential questions that could be asked and potential outcomes. Using this document as a guide, I developed the final product. I shared it with the manager who approved the content, and we moved forward with the project.

Design of Project

I experimented with various backgrounds, characters, and color schemes as you can see in the examples below. After gathering feedback from customers, we decided to go with the blue background as it aligned well with the store's color scheme. Additionally, I consulted with individuals with a range of visual abilities and color blindness to ensure that the project was accessible to all.

Experience the Project Here

What would I do different next time?

I would add audio to make it easier for people who learn better from audio. I think this would be beneficial to all learners, especially considering that the majority of orders for the coffee shop come in the form of verbal orders. This might make it easier for barista who generally get questions verbally and is used to responding verbally as well.

I would also add additional support for people who want / need it. Adding hints could help someone who is stuck. I would add a pop up box that could be accessed when people need it but it would not always be present. I think adding this could give more insight into each decision.

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