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In 2020, the Juan Valdez Café Business was significantly impacted by the COVID-19 pandemic, which resulted in quarantine restrictions that prevented customers from visiting the coffee shops. This unprecedented challenge led to a severe crisis for both the business and its employees, requiring urgent innovative solutions to be identified and implemented.
Goal
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Creating a delivery application that offers customers the ability to purchase their favorite products with the same level of quality and experience as they would in the coffee shop could represent the most viable short-term solution to address the crisis at hand.
Exploration
During the exploratory phase, we analyzed competitors and their existing apps to ensure our app met customer needs while being user-friendly. After this analysis, we examined our operations to guarantee a seamless experience for customers using our order-ahead app. Conversations with customers revealed key factors for app usage, including time, quality, and an effective loyalty program for easy point accumulation.
To create a comprehensive diagnosis of the ideal customer journey at Juan Valdez coffee shops, we conducted a thorough analysis of over 50 locations in seven principal cities. We also benchmarked other premium coffee shops around the world and conducted workshops and interviews with more than 300 employees and customers. Using this data, we created a customer journey map to better understand and optimize the experience of Juan Valdez's clients.
Blueprint Juan Valdez Cafe
Design
Upon concluding the exploration phase, our team swiftly moved on to the design phase of the project in response to the urgent needs arising from the COVID-19 pandemic. With the assistance of a third-party team of developers, we meticulously designed the user experience (UX) and user interface (UI) for the App.
The resulting App offers customers easy access to their preferred products, organized by category, and offers exclusive discounts available only through the App. Customers can view their loyalty points balance and redeem them towards purchases, while also having the option to either pick up their order at a store or have it delivered to their preferred location.
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