Starbucks Point Of Sale Redesign

Overview

As part of my master level UI/UX consulting class my team and I worked with the corporate innovation lab of Starbucks to develop a solution to a problem they notice in their stores. Starting with user research and persona creation we discovered a problem in the inventory management system in place at all 28,000 Starbucks locations. We then iterated, designed and prototyped a solution to the challenge. The final output was a video showcasing our data, personas, solutions and business case that we presented to the Starbucks team and other UX industry professionals.

Tools Used

  • Adobe Indesign
  • Adobe XD
  • Adobe Photoshop
  • Google Survey
  • Sublime Text 3

What I Did

  • User Interviews
  • Persona Creation
  • CJM Creation
  • Brainstorming
  • Client Presentation & Feedback
  • Wireframing
  • Prototyping
  • Video Production

The Problem

The group started by observing a local Starbucks operating on a normal day. This gave us a chance to see first hand the problems and talk with the Starbucks partners at the stores. With the data that was collected, we determined that the problem we wanted to solve was the lack of communication between the inventory management system and the front of house point of sale. We found that the inventory systems for in-stock items are not connected to the point of sale systems used in the front of the house. This led to the employees being able to sell items that are out of stock and having to do visual inventory inspections to determine what items are on hand costing time and money.

Customer Journey Map 

After the research gathering phase, we developed a persona for our solution and a customer journey map. The creation of this persona helped to better understand how the solution would impact the partners of the Starbucks store. With the Custom journey Map, the goal was to create a visual representation of the customer’s journey with the product. For this, we used our persona Jaime and represented what she goes through on an average day and what her expectation of each task and outcomes are. The Customer Journey Map was a helpful reference for the rest of the project and gave us a tool to double check that our solution was solving the right problems and making sure that we implemented it in a way that doesn’t negatively affect other systems.

Solution

With the proposed POS interface items will show with color whether they are in stock and ready to serve, running low on items that are ready to serve, in stock but still frozen, or completely out of stock. The manager would also have the ability to mark items as out of stock in the system which would make the 86 board obsolete.

 

Colorized Bars on POS System Identifying Inventory Status
GRAY= Out of Stock
GREEN = Sufficient Amount of Goods Ready to Sell
YELLOW = Ready to Sell Goods are Running Low
RED = Items are Still frozen (Can Not Serve and Sell Right Now)

Proposed Prototype

In order to showcase the application of our solution, we wrote a small sample of the code that would be required to integrate the front and back of house stock systems currently in place at Starbucks stores.  The sample code, written in Java shows how tracking these new values could be handled. The food object would now have a property that would track the number of items frozen and a separate property that would track the number of ready to serve items. The total in stock value would be returned by a function that adds these two properties together. Some other relevant functions are included in order for the functionality of the code.

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