Starbucks Coffee Company
Point of Sale (POS)
Field Studies, Design, and Usability Testing
Starbucks is the world's #1 specialty coffee retailer with more than 16,000 coffee shops in nearly 50 countries. The company also owns the Seattle's Best Coffee and Torrefazione Italia coffee brands.
Starbucks engaged Scoresby Interactive to create a single, highly-usable Point of Sale solution extensible to all stores worldwide. To accomplish this mission, we first visited a representative mix of stores across the U.S. and U.K., capturing employee/customer interactions and identifying immediate and long-term fixes to Starbucks' issues. Next we created a Point of Sale design to meet Starbucks' goals, flow with employees' processes, and solve problems discovered in the field.
Using our ground-breaking Conversational Ordering process, the new system accepts customers' unique ways of ordering rather than requiring a specific flow, and most cashiers can begin taking orders with a simple 3-minute orientation. Savings in training costs alone are expected to exceed our project fees hundreds of times over.