Playcaller
Playbuilder is an iPad app used by managers and shift supervisors (known as “Playcallers”) at Starbucks coffeehouses to deploy employees (known as “Partners”) to positions and assign routines for them (known as a “Play”).
The Project
When I arrived on the project, making changes to a play was time consuming and required many steps. Playcallers needed to make quick decisions in the moment based on evolving coffeehouse situations. Recommendations of a play needed to be fast, and they can quickly flex a play for their needs.
My Role
-
Lead the user experience strategy to create a phased deployment of features, starting with and MVP
-
Solve top usability issues introduced the existing platform
-
Allow partner to get to pages of their top task in 3 clicks or less (emphasis on less)
-
Work with visual designers to build a cohesive partner experience that matches Starbucks brand
Solution
User-centered design with continuous iterative communications with coffeehouse partners, allowed me to achieve a quick workflow for playcallers. The solution allowed the following...
-
Partners could quickly get a recommendation based on the number of partners on the floor.
-
Partners can be dragged and dropped into positions. Contextual information shows about the position as they interact with it.
-
Routines can be dropped and arranged on partners.
-
Accessibility is built in from the ground up, allowing partners multiple methods of play interaction based on their disability.
Results
-
Use of the application in coffeehouses increased overall with a dramatic increase in use for play changes.
-
Coffeehouse partners loved this new feature and said it made making plays generally a fun and rewarding experience.
-
Usability testing lead to more enhancements regarding how to handle more complicated plays, specifically at unique coffeehouse layouts