A Customer Service Game Case Study
A fun and competative tool to keep cafe ambassadors well managed and customer service focused, while allowing teammates to bond!
BACKGROUND:
As I sat in our team meeting, listening to my coach talk about the ‘Developement’ levels, and how a high competency level usually means a low commitment, I started to think of examples of how this would be true in my life. I was in my 3rd year of being a Cafe Ambassador for a Capital One Cafe. I usually thrived on customer interactions and providing, what I like to call, “white glove service”. However, I realized that the the need to be “on” everyday, had resulted in my morale diminishing. This was also around the time we had just started back in the cafe, during Covid. The year prior to that, we were all at home, assisting another department and essentially doing another role. We were all burnt out.
After the meeting, I decided to talk to my coach about how I was feeling. To my surprise, he told me that he wished I had spoken up about my feelings, during the meeting, because every other ambassador was feeling the same way. I had discovered the need to create something that would would boost our morale and keep our focus on providing a legendary customer experience, every time.
THE PROBLEM:
Cafe ambassadors thrive off of being able to help customers and making a difference in their communities. Unfortunately, after being in the role for a couple of years, they begin to have lower morale and lose sight of why they love the role in the first place. So, the quest began to discover what could be done to increase the ambassadors’ morale, and give a extraordinary customer experiences every time
My Role:
UX/UI researcher, UX designer, wireframing prototyping, and graphic designer.
PROBLEM STATEMENT:
Corrine is a tenured cafe ambassador who needs to find motivation and increase morale, so that she can continue to provide legendary customer experiences.
Lauren is a new cafe ambassador who needs to develop customer engagement skills to establish consistency in her interactions
MY GOALS:
To learn user's motivations, needs and frustations of making every interaction a legendary customer experience
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