starbucks in-store immersion 4.3.17
My goal during this 4 hour session was to understand partner (employee) knowledge of the Starbucks College Achievement Plan (SCAP) and what managers thought about the resources available to nurture the conversation. I also observed in-store communication channels, available technology, the overall pace and how partners spend their time.
1:1 partner discovery + coffee tasting
Connecting with partners 1:1 gave me a first hand look into the early days of employment, when a list of attractive benefits are initially explained and drinks are being quickly memorized. Everyday engagement opportunities are needed to keep the College Achievement Plan top of mind and encourage exploration after the 3 month mark, when most partners have hit their rhythm and become benefits eligible.
Hearing from other partners enrolled in SCAP about their experiences and how they’re balancing work with school would also help inspire them to get started.
manager interview
Store managers have a lot on their plates! They are regularly relaying new information to their team, supporting team dynamics and reviewing new applications while ensuring a quality customer experience.
They need a simple communication guide to help them have a meaningful conversation with their team about the College Achievement Plan and motivate action. They also thought increased advertising to the public around the education benefit and 100% tuition coverage would help attract more quality candidates and make the hiring process easier.
dashboard review
This cohort of managers were unaware of the SCAP Dashboard, which is an interactive tool Influence Technologies built a few years ago to help them learn about the College Achievement Plan and answer questions. Once they were made aware of the Dashboard, they found it to be very helpful!
I learned the static Dashboard link is competing with dynamic updates on the Partner Hub and is easily overlooked. Elevating this tool on the homepage would help increase new manager awareness of this beneficial resource.