Starbucks

Business Goals: understand the experience of customers with the B2B site as they purchase products and participate in training. Report on findings and opportunities to improve the customer experience.

My role -

Field research: interview a variety of food service managers on location (Denver, Philadelphia, DC).

Data analysis: share critical findings immediately, larger patterns with research roll-up to Executive team.

Site redesign strategy: propose prioritized design solutions drawn from data.

Persona

Product ordering journey

Prevalent bug discovered in purchase process

I uncovered a problem that existed on every product detail page. User tries to add multiple cup sizes to their cart.

Examples of research findings and recommendations

This business line and CX are now part of Nestle Coffee Partners Solutions Lab.