Tablet-based ordering solution for Kaffegreven
An on-the-go ordering system and webshop for the client. While the client is visiting customers facilities did we create a new digital service experience that simplified ordering while creating new opportunities for upselling.
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 Kaffegrevens 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.
This meant that valuable sales opportunities were often missed. Customers frequently discussed products and consumables with technicians, but there was no structured way to capture these needs during the visit.
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
”Good at responding, friendly treatment. Full score there.
”
”Sometimes we place additional orders, and when that happens, the technicians usually send a text message to customer service right away
”
”Everyone is service minded.
”
The Gainpoints
Personal connection with customers
Service-minded
The painpoints
While customers expressed high satisfaction with Kaffegreven's service quality and personal treatment, observations revealed a recurring challenge around additional purchases and consumables.
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?
By mapping the complete service journey, we identified a key opportunity in the ordering process. While technicians were trusted advisors during customer visits, they lacked tools to support product recommendations and on-site ordering.
This became the primary opportunity area for the project.
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 might we enable technicians to capture orders on the go, confirm the order and make a follow up?
Which digital platform suits for a solution?
Based on the research findings, we explored a tablet-based ordering experience that allowed technicians to:
Register orders on-site
Access product information
Recommend relevant consumables
Generate instant order confirmations
The goal was to create a seamless experience for both technicians and customers.
Solution test and iteration
We created a lo-fi prototype and tested it with technicians at Kaffegreven.
Feedback we received:
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.
Outcome
An app for tablets that keeps track of all extra delivery orders from customers.
By digitizing the ordering process, technicians could support both service and sales activities while customers received a faster and more transparent ordering experience.
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Final prototype details
While travelling between customer locations, it is easy to view all customers in one place.
What should the technician do at the customer site? Here, the technician can view all assigned tasks.
Are there any campaigns available for this customer this week? This creates an easy upselling opportunity during every customer visit.
Does the customer want to place an additional order during the service visit? Here, both the technician and the customer can use the tablet to specify exactly which items should be ordered.
Ready to order? A good overview of all items selected.
Safety for the customer to really be sure.
Provides customers with confidence that their order has been submitted successfully, followed by a friendly thank-you message to close the interaction.
Reflection - what could have been done differently?
Update interface
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.
