jittery joe's solutions
DESCRIPTION
Jittery Joe's solutionsTRANSCRIPT
Thursday, February 7, 13
ExLibris
Jittery Joe’s
Outside chairs
Entrance
Outside
Parking
Clothes racks Computer
aisle /magazines Counter
orderSitting area
Clothes racks
Exit
ExLibris
OutsideSitting area
Parking
Environments Zones
Computer aisle
/magazinesSitting area
Entry/exit pointsTouchpoints
Items in display window
Interaction with staff
Paying: swiping
credit/debit/SCAD cardcash
ChairsTables
Bike rackParking lot
ChairsTables
Bike rackParking lot
ChairsTables
ChairsTablesPush/pull
doorPush/pull door
Thursday, February 7, 13
Blueprint & Affinity maps
Thursday, February 7, 13
- Visibility (Café is hidden when you enter ExLibris)- Lighting (Not very lit area - does not invite you to work/stay)- Atmosphere (Relaxing and cosy)- Speed (Service is not that efficient)- Improvements wanted: speed, visibility of café and freshly baked pastries
Thursday, February 7, 13
- New entrance directlyto Jittery Joe’s- Bathroom- More parking- Real silverware- encourage people to come
RAISELine / queue - before ordering- when order is getting ready
REDUCE- Visibility - Ways to order- Payment methods
CREATEELIMINATE
- Going through ExLibris - Frozen food
Thursday, February 7, 13
Mariana (Architecture BFA at SCAD - regular user)- Has to wait too long- Does not see the café when she comes in ExLibris (needs to know about it / discover it)- There is no bathroom- The machine to swipe card is not working properly- Parking is often packed
Jittery Joe’s staff who takes/makes/gives order- Either bored when there is no one or overwhelmed when there are too many customers for only one staff member- Parking is often packed- Bathroom is on second floor if they need to go they need to leave counter unattended - uncomfortable situation
MOST RELEVANT STAKEHOLDERS & PROBLEMS:
Thursday, February 7, 13
IMPROVEMENTS NEEDED:PAYING MACHINE
- Get a new one - New system (ie. like iPad in Butterhead Green Café) - Enter the card number instead of swiping it- Have a machine that takes a picture of card instead of swipe- Magnetic payment- Encouraging cash payment (discount)
Thursday, February 7, 13
IMPROVEMENTS NEEDED:WAITING IN LINE- Staff takes order before, when customer comes in the line (ie. McDonalds)- Increase the number of staff members- Hand-in menus to people waiting so that they know what they want when they arrive at cashier’s- Possibility to order from an app/website in advance (ie. I need a coffee for my 8am tomorrow)- Have more cashiers
Thursday, February 7, 13
- Build small bathroom - Staff goes to ExLibris bathroom / have a note to inform customers they can go there - Note in ExLibris - Note in Jittery Joe’s - Note on receipt- Collaborate with another café (ie. They share their bathroom, they have a discount in Jittery Joe’s)- Have little disposable towels that people just need to put against their bladder and urine is absorbed- Invent a device that stops the feeling of needing to go to the bathroom
IMPROVEMENTS NEEDED:NO BATHROOM
Thursday, February 7, 13
PARKING- Bigger lot - Privatize adjacent street- Not offering a parking lot at all but more bike racks - encouraging people not to come with their cars- SCAD could offer a bus stop at ExLibris- System that stacks up cars one on top of the other
IMPROVEMENTS NEEDED:PARKING& STAFF IS BORED
STAFF IS BORED- Make staff members cook fresh pastries- Have real dishes/silverware (cozier) so they can wash them- Give staff members iPad and their goal is to beat the scores of games- Staff members are part of ExLibris and a ringtone notifies them when a customer is there
Thursday, February 7, 13
SIGNS - At entrance- Small advertisements on SCAD related websites- Sign in parking should say “For ExLibris and Jittery Joe’s customers” not only for ExLibris- Advertisements in ExLibris cashiers- Have tags in the streets of savannah that lead back to Jittery Joe’s
CAFE IS INVISIBLEIMPROVEMENTS NEEDED:LINK TO EXTERIOR - Wide windows instead of walls (will give more light / makes people want to go)- Have a back entrance, directly leading to Jittery Joe’s - Have cafe in front stage of ExLibris1. Order 2. Buy books/supplies 3. Take order
Thursday, February 7, 13
SPEED- Have someone greet and directly take order when you step in ExLibris (will also be advertising for café)- Possibility to order from ap/website (ie. I need latte at 8am and you just have to go get it)- Pay books and drinks together PARTNERSHIPS WITH EXLIBRIS
- “You buy 3 sketchbooks and you get a free snack” (information at cashiers)- Possibility to borrow books/magazines and read them at Jittery Joe’s for few hours- Accumulating points to win a free drink when buying at Exlibris
CAFE IS INVISIBLE
Thursday, February 7, 13
ADVERTISE- Flyers in SCAD buildings- scad.edu “Come enjoy great coffee in SCAD’s website”- Have a note on ExLibris’ receipts
EVENTS (ie. Sentient Bean) - Movie nights- Concerts- Conferences
PLAY WITH SENSES- Create coffee/pastries smell that wants you to buy (ie. French bakeries - you can smell the oven when you walk by bakery in the street)- Bake pastries (smell will come naturally)- Have an open kitchen: ability to see (ie. sushi restaurants) >>entertaining/fun/makes you want to taste
CAFE IS INVISIBLE
Thursday, February 7, 13
HOW CAN JITTERY JOE’s INCREASE ITS VISIBILITY TO ATTRACT MORE
CUSTOMERS?
HOW CAN JITTERY JOE’S’ SERVICE BE MORE EFFICIENT?
Thursday, February 7, 13