Starbucks Scheduling
Platform
Simplifying the Process
Every day, millions enjoy their coffee and breakfast at Starbucks. However, behind the scenes, managers struggle with cumbersome internal tools. How can we address these challenges to enhance their user experience and streamline their processes?
My Role
Senior UX Designer
Methods
Strategy
Journey Mapping
User Research
Prototyping
User Interface (UI) Design
Design Handoff
Prior schedule and editing section
The Problem
Behind the scenes, there exists a multifaceted shift scheduling tool utilized by managers in Starbucks shops across North America. Through extensive user research and analysis, several critical issues were identified with the current tool. Managers faced challenges such as inability to access historical records, lack of copy and paste functionality, difficulties with batch editing, and cumbersome processes for adding new shifts. The primary obstacle was the tool's lack of updates since 2011. The project was initiated to tackle these challenges and enhance the overall user experience. Key improvements include:
System Upgrade: Collaborate with engineers for a complete system upgrade, including the User Interface (UI) and User Experience (UX) Redesign.
Historic Records Access: Implement a centralized and searchable database for storing historical scheduling data. Develop a feature that allows managers to easily retrieve and analyze past schedules, ensuring compliance with labor laws and facilitating trend analysis.
Copy and Paste Functionality: Integrate copy and paste features for individual shifts, entire days, or recurring patterns. Implement a user-friendly clipboard system for managing copied elements, making it easy for managers to replicate and modify schedules.
Batch Editing Capabilities: Introduce batch editing tools to streamline the process of making multiple changes simultaneously. Provide options for bulk updates, such as adjusting shift durations, changing employee assignments, or modifying shift times.
Real-time Collaboration and Communication: Implement real-time collaboration features to enable seamless communication between managers and employees. Integrate notifications for shift changes, requests, and other important updates to keep all stakeholders informed.
Regular Updates and Maintenance: Establish a plan for regular updates and maintenance to ensure the tool stays current and responsive to changing needs. Monitor industry trends and technological advancements to incorporate relevant features and improvements. Adopt modern technologies and frameworks to enhance performance, scalability, and maintainability.
My Role
I spearheaded the design of the new scheduling tool, collaborating closely with Product Managers, the Engineering team, and a Content Strategist.
Central to this endeavor was prioritizing the preferences of managers.
To achieve this, I engaged with 15 managers, gathering feedback meticulously at every phase of the project.
This approach enabled me to grasp their challenges, needs, and preferences. Incorporating insights gleaned from these interviews into each prototype iteration, my goal was to closely align the final product with managers' actual requirements and expectations. This iterative feedback loop was pivotal in refining and improving the tool based on real-world user experiences.
Competitive Analysis
I conducted an analysis of various calendars and scheduling tools to identify best practices, patterns, and potential solutions that could be incorporated into this redesign. Additionally, I evaluated the current scheduling structure and information hierarchy to pinpoint opportunities for enhancement.
I researched sites and apps such as Google Calendar, ToDoist and Calendly
User Interviews
To validate the proposed redesign, we conducted usability testing aimed at effectively addressing user pain points. Fifteen participants were tasked with performing scenarios and completing tasks to simulate real-world interactions with my initial prototype. This initial test allowed me to observe their behavior closely and gather valuable user feedback.
Our team consolidated insights from user interviews onto individual post-it notes, eliminating duplicate quotes and responses. Subsequently, we categorized the remaining notes based on themes such as Historic Records, 24-Hour Stores, Temporary Schedules, and Editing Capabilities.
This method allowed for a clearer understanding of common patterns and user needs within each category. It also helped to identify key insights and prioritize certain design features accordingly.
Post-it note session (blurred for confidentiality)
Insight of pain points from the interviews:
Most users complained they could not access historical records
The interface was clunky
Copy and pasting did not properly function
Wish that creating a new schedule was seamless
Adding a new employee to the system is challenging
A few questions asked while I observed the managers
User Flow
A small portion of the user journey showing three ways the new schedule will work
Once the foundational elements of the new schedule were established, I collaborated with the project manager to develop user flows. This process enabled us to map out the user journey, visualizing interactions and task completions.
It illustrated the path users would follow when engaging with the new scheduling tool, starting from their initial interaction through to the completion of specific tasks.
Low Fidelity Ideas
A couple of low fidelity screens
Select screens of the final design
Final Lessons
Starting from Scratch: Another designer had begun some layouts, but they didn't align with the team's vision. I was assigned the task of returning to the drawing board and starting afresh, which initially felt daunting. Early conversations with managers provided valuable insights that guided me in making crucial decisions and setting the right direction.
Usability Testing: I didn't have a dedicated Usability Testing team, so I relied on direct conversations with users to gain invaluable insights into their preferences. These insights were crucial for refining iterations and validating design improvements throughout the process.
App Design: Managers voiced a clear preference for an app dedicated solely to scheduling.
However, due to resource constraints, our team was unable to develop this platform into a comprehensive app. It remains a definite goal for the future, enabling managers to create schedules conveniently from their phones or tablets.