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
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.