Starbucks
Add a Feature
Solved a complex user problem in the Starbucks mobile app by designing an order tracking feature that improves transparency during the pickup experience. The feature introduces clear phases of the order process, allowing customers to see when their order is received, being prepared, and ready for pickup.
*This project was done as part of the curriculum for a UX Bootcamp. I do not have any affiliation with Starbucks.
Designer
Time
2 months
Role
Designer & Researcher
Key Skills
Research
UX/UI
Testing
Prototyping
Overview
Mobile
Order
Transparency
In this capstone project, I redesigned the Starbucks mobile order pickup experience to reduce the uncertainty users feel while waiting for their drinks. I created an enhanced order tracker with clear order phases, real-time status updates, and estimated wait times, along with a Live Activity lock screen feature that lets users track progress without reopening the app. Through task flows, wireframes, and usability testing, the final design improved clarity and helped users feel more confident about when and where to pick up their order.
Discovery
Area for Opportunity
To understand how users track their order and navigate the waiting period after placing a mobile order, so we can design a feature that provides clear progress updates and reduces uncertainty around pickup timing.
User Interviews
Interviews Conducted
5
Demographics
3 daily
users & 2 sporadic users
Method
Moderated
qualitative
interviews
Key Insights from User Research
Timing Confidence
Many users do not trust the estimated wait times and instead rely on guesswork or simply arrive and wait.
“I don’t really trust the app’s timing so I just go and stand inside and wait for my drink to be done.”
Pickup Friction
Arriving before the drink is ready often leads to awkward waiting or frustration, especially for users on tight schedules.
“It is frustrating because I am on a schedule and need to get to work. I end up standing awkwardly by the hand-off area looking at my watch.”
Progress Visibility
Participants expressed interest in seeing exactly where their order is in the preparation process.
“If I could see exactly what was happening to my drink in the store… like the barista working on it, putting the lid on it, and placing it in the pickup area, that would help me know when to head over.”
Competitve Analysis
To understand how other apps communicate order progress and reduce uncertainty during wait times, I conducted a competitive analysis of Starbucks, Dunkin', Domino's, and Uber Eats. This analysis revealed gaps in real-time order visibility, highlighting an opportunity to design a clearer and more reassuring tracking experience for users.
Limited Order Visibility
Many apps provide estimated wait times, but few clearly show where an order is in the preparation process. This lack of visibility can leave users uncertain about when their order will actually be ready.
Real-Time Updates Build Trust
Apps that provide live tracking or real-time updates help users feel more informed and confident during the waiting period, reducing perceived wait time and improving the overall experience.
Affinity Mapping
I created an affinity map to organize insights from user interviews and usability testing into clear themes around uncertainty, wait time expectations, and order visibility. This process revealed consistent frustrations with not knowing order status and helped focus the problem statement, allowing me to prioritize features like real-time progress updates and clearer order phases based on real user needs.
Definition
Problem Statements
Lack of visibility into the real progress of their order.
Starbucks customers frequently use mobile ordering to save time, but inaccurate or unclear order timing creates uncertainty between placing an order and picking it up. This uncertainty leads to early arrivals, in-store crowding, extended wait times, increased stress, and reduced trust in the mobile ordering experience, which negatively impacts repeat app usage and over customer satisfaction.
Users cannot confidently rely on current status updates.
The Starbucks app provides estimated pickup times and “Order Ready” notifications, but these updates are often perceived as unreliable. As a result, users hover near the pickup counter, repeatedly check the app, or wait unnecessarily, creating frustration for customers and congestion that affects in-store operations and barista workflow.
No visibility into if their drink is ready or how long it has been sitting.
For customers ordering customized drinks for multiple people, timing directly affects drink quality and the pickup experience. Perceived drop in product quality and heightened anxiety reduce confidence in mobile ordering, especially for parents and quality-sensitive users, undermining the perceived value of ordering ahead.
Personas
Based on user research, I developed two personas representing different ordering behaviors and needs: a time-sensitive daily commuter and a more flexible, experience-focused user.
Michael
The Daily Commuter
Age:
32
Gender:
Male
Occupation:
Corporate
Professional
Bio:
Michael uses Starbucks as fuel, not a social experience. He orders quickly, expects consistency, and hates inefficiency. Any uncertainty in timing creates friction because his schedule is tight.
Needs & Goals
-
Get coffee without slowing down commute
-
Minimize time spent waiting or standing inside
-
Trust that his order timing aligns with his arrival
-
Clear indication that his drink has been started
-
Visibility into how many orders are ahead of his
-
Accurate, real-time progress
-
Push notifications he can rely on while driving
"I don't mind ordering ahead. I just need to know my drink will be ready when I get there."
Pain Points
-
Order estimate is usually wrong
-
Arriving to find his drink is not started yet
-
Waiting awkwardly near the pickup counter
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Katelyn
The Mid-Day Pick-Me-Up
Age:
38
Gender:
Female
Occupation:
Marketing
Coordinator
Bio:
Katelyn uses Starbucks as a mental break in her workday. She isn’t in a rush, but unpredictability stresses her out, especially when timing impacts meetings or focus. She wants reassurance, not speed.
Needs & Goals
-
Take a smooth, low-friction break from work
-
Avoid unnecessary waiting or awkward hovering
-
Feel confident her order is progressing normally
-
Clear confirmation that her order wasn’t lost
-
Visibility into small, meaningful progress steps
-
Reassurance that things are moving normally
-
A nudge if she gets sidetracked and needs to head out
“I plan my break around my order. I need to trust that everything is progressing normally.”
Pain Points
-
App timing feels vague and unreliable
-
Orders aren’t often ready when expected
-
Anxiety spikes if pickup runs late and meetings approach
-
Has abandoned a drink before due to timing conflicts
User Needs & Wants
Accurate, Real-Time Order Progress
Users need trustworthy, up-to-date status so they can rely on timing and make decisions confidently.
Clear Confirmation that the Order Has Started
Users need immediate reassurance that their drink is actively being prepared, not just received.
Arrival Timing Guidance
Users want smart cues or nudges that help them time their arrival perfectly.
Low-Effort Updates
Users want quick, easy updates they don’t have to actively check.
Ideation
User Flows
A user flow was developed to map the end-to-end ordering and pickup experience within the Starbucks app, focusing on improving trust, timing accuracy, and user confidence. It highlights key touchpoints, real-time status updates, and decision points to create a smoother, more predictable pickup experience.
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Low-Fidelity Wireframes
​To brainstorm initial design ideas for the progress tracker feature, I created low-fidelity sketches based on the existing Starbucks app. This approach allowed me to quickly explore how real-time status updates, notifications, and new interaction elements could fit seamlessly into the current experience. Sketching at a low-fidelity level made it easy to iterate, visualize placement, and identify opportunities to enhance order transparency without disrupting the app’s established look and feel.
Mid-Fidelity Screens
After completing the low-fidelity sketches, I selected the design elements that best aligned with the Starbucks design system and developed mid-fidelity screens. This step allowed me to refine how the progress tracker would integrate both visually and functionally within the existing experience, ensuring consistency while improving layout, spacing, and interaction clarity before moving into high-fidelity design.
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Branding
Working within Starbucks’ existing design system and color palette ensured the progress tracker felt like a natural extension of the current app experience. A key focus was maintaining visual consistency while introducing new elements like real-time status updates and progress indicators. I leveraged the app’s established typography and refined spacing, hierarchy, and component usage to improve clarity and readability. By building on familiar design patterns, the feature enhances transparency and usability without disrupting the fast, intuitive experience users expect when ordering on the go.
Style Tile
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UI Kit
Since I didn’t have access to Starbucks’ full design system, I created a small UI kit to support the progress tracker feature. This included key components such as status indicators, cards, buttons, and notification elements, all designed to align closely with the existing app’s visual style. Building these reusable components ensured consistency across the experience while allowing for efficient iteration and seamless integration into the current mobile ordering flow.
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High-Fidelity Screens
Once I finalized the design direction, I moved into high-fidelity screens to bring the progress tracker to life within the existing Starbucks app. I applied the established design patterns and components I created, ensuring the new elements felt cohesive with the current UI. This step allowed me to refine visual details, interactions, and hierarchy while confirming that the experience felt seamless, intuitive, and aligned with user expectations.
Key Features
Real-Time Order Progess
A live progress tracker provides clear visibility into each stage of the order—from receipt to final pickup—reducing uncertainty and eliminating the need for users to guess or hover near the counter.
Smart Push Notifications
Timely, branded notifications alert users when their drink is being prepared, finalized, and ready for pickup—allowing them to stay informed without constantly checking the app.
Dynamic ETA & Arrival Timing
An adaptive ETA updates in real time based on store activity, helping users better time their arrival and avoid unnecessary waiting or drinks sitting too long.
Testing
Usability Testing
I conducted five usability tests using an interactive Figma prototype, with each session lasting approximately 30 minutes. Participants were able to complete key tasks with ease, indicating that the overall flow and progress tracker interactions were intuitive. Feedback was largely positive, with users responding well to the added visibility into order status, while a few opportunities for refinement were identified to further improve clarity and timing expectations.
What Worked
100% Completion
All participants were able to successfully complete key tasks without assistance, indicating an intuitive and easy-to-follow flow.
Increased Perceived Value
The addition of real-time progress updates made the experience feel more useful and trustworthy, reinforcing the value of ordering ahead.
Reduced Uncertainty
Providing clear status updates and notifications helped users feel more confident about their order timing, reducing guesswork and hesitation.
Order Delayed State
Introduce an “Order Delayed” stage to inform users when timing shifts, helping set expectations and reduce frustration if baristas are pulled to other tasks.
Pick Up Confirmation
Make the “Confirm Pickup” action more prominent to support users in crowded or disorganized pickup areas, ensuring a smoother and more confident completion of the experience.
Lock Screen Clarity
Include a drink image within the live activity tracker to help users quickly identify their order at a glance, especially when multitasking or on the move.
Opportunity for Improvement
Priority Revisions
Based on usability testing feedback, I identified priority revisions to strengthen the progress tracker experience. Key updates included adding an “Order Delayed” state to better communicate timing changes, increasing the visibility of the “Confirm Pickup” action for easier navigation in busy environments, and incorporating a drink image into the live activity tracker for quicker recognition. These improvements aimed to reduce uncertainty, enhance clarity, and help users complete their pickup experience with greater confidence.
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