Kaffegreven
An on-the-go ordering system and webshop for the client. While the client is visiting customers does this solution create ease for the client to take new orders and upsell new products - with no fuss and a fast process.
Summery
Client
Focus area of UX/UI
Service Design
UX-Designer
In group with UX-designers Nina Olsson,
Joel Sandberg, Anna Mernenko, Pantea Wäring.
My role & The team
Tab bar UI-design
Set-up of workshop
Leading interviews
Photographer
Secondary research
Service Blueprint
My contribution
Timeline
7 weeks
Project type
School case study in collaboration with client Kaffegreven and product agency Boid
Background
Kaffegreven is a Gothenburg-based company that started in 2007. They work on customizing and delivering high-quality coffee and meeting solutions to companies.
Together with the product design agency Boid, Kaffegreven collaborated to develop a brief, posing the question of how they can enhance Coffee Count's services for their customers from a service design perspective.
Challange
Today, Kaffegreven establishes contact and promotes itself to customers through their webshop, social media and trade shows. When Kaffegreven is at the customer's location providing service, such as refilling products or cleaning coffee machines, customers often request additional orders. These orders are verbally noted by Kaffegreven's staff, and no upselling occurs in terms of offering additional products, campaigns or new items.
Key insight
There is a gap in a proper sales process during visits to customers
“It happens a couple of times every day that we receive extra orders there, at the spot.
”
Research - Customer interviews
Interview with 3 customers
“We have always cared about sustainability... For us, it is important. The responsibility also lies with our suppliers
”
“Good at responding, friendly treatment. Full score there.
”
“Everyone is service minded.
”
The Gainpoints
Personal connection with customers, are service-minded, and adaptable.
Opportunities for improvement
Environmental efforts, such as the choice of paper for invoices and the requirement for environmental certificates for items like coffee.
Potential enhancements
Communication regarding new orders, which are currently managed in various ways.
Research -
Behind the scene at the client’s place
Observation and interviews with technician & administration
Key Insight
Cleaning technicians, who are on-site with customers to clean and replenish products, serve as significant ambassadors outward.
They engage in small talk, build relationships, verbally record orders, and communicate them to customer service.
Research - Where can efficiency be improved in Kaffegreven's customer contact?
We clearly observed that there were additional steps in the process in our scenario that could have been enhanced. These steps occurred on the same day as the service is performed.
With an estimated time of 30 minutes to 2 hours, the technician has contact with the customer that can be streamlined.
Research - Customer journey of "Klas"
"Klas tells Cleaning Service, while they visit hid workplace, that he wants to order more tea”
Cleaning Service needs to contact Kaffegreven's customer service, which takes time.
Aditionally, he receives no confirmation that the order has been placed.
This makes “Klas” impatient.
With all these insights, it led to the question:
How can we elevate hygiene service and optimize the internal process... So that Kaffegreven can deliver a better customer experience and increase sales?
Iteration - Does our early draft work? Testing through a workshop
We created a lo-fi prototype and tested it with technicians at Kaffegreven. Our concept was well-received.
Feedback on four points regarding
How does the speaker function work
Add maps for the exact location of the coffee machine
A checklist instead of a scroll list
Confirmation email has been something missing before.
Final prototype
An app for tablet, that keeps track of all delivery notes for. Kaffegreven and for the customer.
Better customer experience, more sales-oriented, and provides an easier workday.
While travelling to the different customers is it easy to easy all customers in one view
What shall the technisial do at the customer site? Here can the techinial see all tasks
Is it any campains this week for this special customer? Easy up-sell for every customer
Do the customer want to order something extra - while meeting the technician face to face? Here can both the technicial and the customer use the tablet to fill in exactly what items that shall be ordered
Ready to order? A good overview of all items selected
Safety for the customer to really be sure
More safety for the costumer about that the order have been sent - and a nice thank you as closing
Reflection - what could have been done differently?
Update interface
Iterate in a real-life scenario
Is the page for up-sell working?
Update the interface as the colors and fonts could have been more developed into a more modern look and feel.
Our concept is that the client will travel with the tablet in his or her vehicle. We never tested the concept with the tablet on the go in the vehicle to see if it’s working in a real-life scenario.
Is our concept well adapted for upsell? Our campaign site could have been tested with a customer.
Impact
The client Kaffegreven has been presented with the concept in December 2023, along with instructions on how they can proceed to develop the concept.
We also provided recommendations on how to handle this prototype by:
Onboarding to the techicians
Estimated cost
To ensure our concept, it should be tested with customers.
Instructions to the technicians on what to consider during upselling.
