Rachel’s Rose Cottage
Instagram Revamp & Digital Menu
Overview
Rachel’s Rose Cottage is a coffee shop on the campus of Guilford College. Commonly shortened to “Rachel’s” by students and faculty, it is unique to Guilford College in being the only cream-colored building on campus. Rachel’s is often a place where students study, catch up with friends, and for faculty Rachel’s is a great place for meetings.
Project Goal
Improve customer experience at Rachel’s Rose Cottage and continue to make Rachel’s an enjoyable space for students, staff, and faculty.
Tools & Resources
Figma
Miro
Adobe Photoshop
Lean UX Model
Process Overview
Think: Observations, Business Problem & Outcome & Interviews
Make: User Type & Persona, Solutions & Solution Statement, Prototype
Check: Heuristic Evaluation, Opportunities
Prototype
Think
Observations
Rachel’s Rose Cottage aims to serve each customer the same customer service each day. However, we have observed that their current process is causing longer wait times and user confusion. Which may cause students, staff, and faculty to choose not to go due to long wait times.
Each team member observed Rachel’s at its peak hours, Fm our observations we identified our business problem and potential business outcome:
Business Problem:
Business Outcome
Decreased wait time, increased customer satisfaction, and increased revenue.
Interviews
Each team member interviewed 3-4 users, then we compiled our findings into an Affinity Diagram.
Takeaways:
Consider how people learn information about Rachel’s
Consider what people care about most when going to Rachel’s
Make
User Type
We narrowed our focus to college students, as they represent the largest user type at Rachel's.
Based on our user type we created this persona:
Solutions
Update & revamp their Instagram
Create a meet the barista highlight inspired by the local Starbucks
Make a digital menu
From our ideation session my group and I decided on these three solutions:
Solution Statement
We crafted a solution statement to represent the solutions chosen.
“We believe updating Rachel’s instagram, adding a meet the barista highlight and creating a digital menu we could improve customer experience and reduce wait times.”
Prototype
This is the final prototype we created.
Check
Heuristic Evaluation
My group and I completed a heuristic evaluation to test our prototype.
Opportunities
With further iteration I would have changed these key things:
