92 Coffee
User
Experience
Improvement
OVERVIEW
My design goal in this project was to improve the students' experience of 92 Coffee©, which was located on the second floor of the Student Activity Center of Tianjin University. Students came here to practice the piano, Chinese zither, or other musical instruments. Sometimes, there would be guest lectures and projects expo.
My Role: Conducted interviews with students, baristas and the manager. Brainstormed for concept development. Sketched wireframes. Built digital prototypes with Balsamiq and MockingBot. Usability Testing with 6 students. Make the final video with Adobe Premiere. Designed Illustration with Adobe illustrator.
Tools: Illustrator, Photoshop, Balsamiq, MockingBot, Premiere
Duration: 12 weeks
USERS RESEARCH
I started out with a field survey of 92 Coffee© through observations and interviews with 26 users.
The findings of the interviews helped me figure out the persona of 92 Coffee©. Most of the users here were students who came to relax for a moment after practicing the piano.
FINDING THE PROBLEM
Through brainstorming with the team members, we found that most of the problems raised by people are “hardware” problems, such as no electronics-charging site, uncomfortable seats, and narrow space. However, through observation, I found that users who were unhappy about the "software" were usually unaware of the specific reasons for their unhappiness -- people were anxious when they were waiting for meals, and people spent a long time browsing the menu but couldn't decide what to order. Such “software” issues were also overlooked by the café management.
SOLVING THE PROBLEM
We further arrived at these two aspects to achieve the goal:
1. Help people decide what to order.
2. Provide meaningful activities while people wait for their orders.
I integrated the pain points and opportunity points into a user journey map as a guide of the production of subsequent high-fidelity models:
SKETCH & WIREFRAMES
First, I sketched the user flow.
Then I further implemented the ideas.
Users can place an order and pay ahead before they walk in the store to avoid wasting time waiting.
Users can refer to the ratings before ordering, and afterward write a review about their experiences.
By tapping on this button, our users who are mostly music lovers can enjoy a music game while waiting for coffee, which turns the dull waiting time into a fun and relaxing experience.
Enrolling in a coffee-making course allows users to understand why they need to wait for a relatively long time for their coffee.
FINAL DESIGN
After more design feedback and iterations, I came to a high fidelity prototype.
