-- Grace is a University of Michigan senior in the School of Information, pursuing Social Media Analysis and UX Research/Design
While studying at University College London, I performed a case analysis and suggested solutions for Starbucks. The solutions are based on Starbucks’ current offline and digital customer journeys, pain-points in the consumer experience, and improving practices to align with digital transformation. Check out the models I studied, preparations I made, and final recommendations for Starbucks here!
I created a primitive sentiment-based journey map for the Starbucks Mobile Payment user experience. The map of interface interactions portrays the steps a user performs to “pay in store” at a Starbucks franchise, along with the pain-points that the user may experience. Check out the presentation of the user journey here!