Coffee signaller
Scope for the project
A solution to help baristas with their everyday tasks and customers making an order
The challenge
For this project there was an added challenge which was that the final product needed to be a solution which did not use a screen.
Another challenge included the fact that we have two user groups with different needs.
Personas
Prominent design principle
Participatory Design -The thinking is based on the argument that users should be involved in the design they will be using and that all stakeholders should have equal input into interaction design (Muller & Kuhn, 1993)
Planning of the project
For the project we used the triple diamond framework for the product design process. During this process we will make the big changes at the beginning stages and only tweaks at the end. Therefore, the flexibility of change will decrease over time. For example, during the early access program feedback will still be collected but the idea is to start honing in on the right solution. Time-frame for this project was 6 months.
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1. Discovery
Observation & Research
Observation concerns itself with seeing what people do while interviews focuses users expressing their thoughts.
We therefore decided to start with an observation in order to get an idea of the user and the challenges in their environment without any interference from an interviewer or similar.
Findings
Baristas sometimes had issues with keeping track of their orders, additionally some orders such as a macchiato would take longer to complete than a black coffee.
Customers would get impatient while waiting for orders to be completed.
We also found that the prototype must be able to withstand water and not take up too much space as baristas already are crammed for space.
Our findings were summarised in a mind map
These findings were then used to create an interview guide
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Interview and analysis
We chose a semi-structured interview which was beneficial as we were able to focus on some problem areas but also give room to explore other areas the user might find important. We interviewed 5 users who were baristas and 5 users who were customers.
Findings
Inductive method For the analysis of the interview we used an inductive approach with an exploratory phase. We used the framework set out for analysis by Braun & Clarke, 2008, p.87
First we grouped the findings from the observation and the interviews in an affinity diagram. These included work routines, the two user groups; customers and baristas, teamwork and machines/devices used.
First we grouped the findings from the observation and the interviews in an affinity diagram. These included work routines, the two user groups; customers and baristas, teamwork and machines/devices used.
The next step was to further group our themes into main themes. For example, in both teamwork and work routines there was a need expressed for standardisation for work tasks and handovers. Another main theme was communication, which concerned itself with team members. The last main theme was signals, which included order tracking and external communication with the customer.
2. Development
Based on the findings we created three different low-fidelity sketches of the prototypes.
Prototype 1
The first solution was based on signalling and feedback between customers and baristas. This prototype would allow customers to take a device which would then signal using a light and vibration that the order was ready. There were also lights on the board which would work simultaneously with the device.
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Prototype 2
The second prototype gave instructions for how to complete tasks such as making cappuccinos, lattes and so on. This was because finding suggested that there was a knowledge gap between different baristas. Due to this they would complete the orders differently which caused some dissatisfaction among customers.
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Prototype 3
The third solution focused on organising tasks. This was done by creating an interactive board where lamps would turn on when tasks needed to be completed. When the task was finished then the user could tap on the board with a portable device.
Feedback from users after being presented with prototypes
Prototype 2 was discarded as it was mostly necessary for the more junior baristas and instead more throughout training should be focused on. Additionally, prototype 3 was ruled out by the users as it overcomplicated the process for baristas and added an additional step in their work process.
However, the users were quite happy with prototype 1 and found that it might solve some of the issues with keeping track of orders for both baristas and customers. We were also told that there should be a way to hang up receipts
Design and scenario testing
Prototype 1
We continued developing prototype 1 based on feedback from the users. We wanted to find a way in which baristas could send signals to the customers when their orders were ready. We also wanted a way for baristas to keep track of their orders.
The solution contained a mat with built in pressure sensors. There were also little boxes that would stand on these sensors. They were coded so that when taken away the LED lamps would be turned off and when an order was placed on the pressure sensor it would light up to signal that the order was ready.
Design and scenario testing
Prototype 1
We continued developing prototype 1 based on feedback from the users. We wanted to find a way in which baristas could send signals to the customers when their orders were ready. We also wanted a way for baristas to keep track of their orders.
The solution contained a mat with built in pressure sensors. There were also little boxes that would stand on these sensors. They were coded so that when taken away the LED lamps would be turned off and when an order was placed on the pressure sensor it would light up to signal that the order was ready.
3. Validation & Roll-out
Throughout the project we had a focus on involving the user as much as possible and learn from their experiences while developing the project. We did so through observation, interviews and user testing of the prototypes. Our end prototype was based on needs expressed by baristas and customers. It covered the wish to have an organised system for orders and better communication with the customer.