In September 2018, I was chosen to represent my University at the International Digital Service Design Summer School at Hochschule Luzern in Switzerland.
As part of this summer school, we were given a brief by Franke Coffee Systems to analyse their existing products and services and to capture a new market by bringing customers to their machines during the busy commuter rush hour in the morning.
I led a multidisciplinary team of students from all over Europe to conduct user research and design sprints to create an app that we believed would appeal to consumers and open Franke up to a new market. Through brainstorming, how might we questions, user interviews journey mapping and prototyping.
We surveyed commuters at Luzern’s main train station, who identified that they only chose self-service coffee machines if the name brand coffee shops weren’t open, or if queues were too long.
We created a journey map to identify the pain points and opportunities for change that was both beneficial to the customer and Franke. We then used brainstorming to come up with a solution, and brought our prototyped solution back to potential customers to get feedback on the solution.
Using team design sprints, as well as engaging both customers and professionals, we designed an app that would provide real-time data on business of nearby coffee shops, as well as allowing customers to order from the app.
Below is a paper prototype we created of the possible app solution to the problems we identified.
We then pitched our idea back to Franke and our colleagues.