1. Interviewee
Background
Name – Sandra Lin
Industry – Coffee Shops & Roaster
Company – A small coffee chain in
Northern California
Position – HR Manager
Design Thinking Action Lab
Assignment 2 – Empathize and Define
2. Empathy Map
-No programs related to coffee making
-Students are more interested in large chains
-Students do not understand that there is a
career path in this industry
-College graduates don’t stay long for the job
-Graduates tend to frequently not show up
for interviews without informing recruiter
-Offer 2 weeks training program
-Students do not understand that there is a
career path in this industry
-Post job opportunities online or through
referrals
-Create different Barista levels
-Reconfirm appointment time
-Test their coffee knowledge and interest
-Offer Free Coffee Training Classes from
time to time
-Graduates do not like to work in the coffee
industry
-It’s hard to compete with large chains
- It’s difficult to recruit good candidates
-Most graduates are irresponsible and don’t
care about work
-This is a good entry level job in the Food &
Beverage industry
-Feel Frustrated
-There could be a better way to promote
Baristas as a cool career likes Chefs
-College graduates are unreliable
-Graduates do not take the job seriously
