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Group 4 - How might we make a trip to the coffee shop as miserable as…
Group 4 - How might we make a trip to the coffee shop as miserable as possible?
Poor customer service
Rude staff
Charged wrong amount
Unclear menu
ordering process
cold coffee
result = incorrect coffee
burnt coffee
time to wait
burnt milk
staff not trained on process
choice not available
The customers
Inside area
uncomfortable seating
temperature too hot/too cold
Too loud
Dirty/unclean
Ugly paint/ decorations
Hazards (water on floor/steps not marked)
Bathroom available and clean!!
visible rubbish
accessability/outside shop
dangerous road
visibility of signage
poor parking
hazards outside
Poor menu offerings / quality
Out of date milk
Lack of choices (coffee or milk alternatives)
Environmental/sustainability/ethics
Not composting coffee grounds
Inability to bring own reusable mug
Outcome = Coffee not up to Standard
Ensuring quality suppliers of coffee and goods
Quality ingredients
Onboarding and Training Processes that are up to date and easy to follow
Ensure adequately staffed for peak times of the day to limit wait time
HR process/recruitment clear on customer success being a high priority
Consider electronic/text ordering
Ensuring Ease Accessibility of Shop
Ensure accessible parking which has no hazards - quick and easy access to get into shop
Consider moving locations if there's no parking
Remove hazards from outside the shop
Signage clear and visible
Accessibility
Improvement to inside area
Cleaning schedule
Better furniture
Making sure aircon is set to comfortable temperature
Technology - ability to order online / text order