STARBUCKS self-order kiosks is a web-application station at STARBUCKS café that provides quick and reliable solution for quick-service at STARBUCKS for customers that are faced with increasing slow customer service, less menu selection option, long waiting queue. It allows STARBUCKS to increase the average check amount, sell faster, less expensively and improve customer satisfaction at a low cost.

1. StarBucks
SelfHelp System
(SSH)
IS 663
Spring 2014
Presented By:

2. Team Introduction
Team - Synergy
• Prerna Bhagat
• James Gentile
• Qian Lu
• Tejas Agarwal
• Kiran Pradhan
• Karthik Madhihallidakshinamurthy

3. Site Scenario

4. Starbucks : Introduction &
Problem Statement
Currently STARBUCKS is facing several problems which are limiting its growth and
customer retention ratio.…
-- Increasing competition
-- Slow customer service
-- Less customer menu selection options
-- Unsatisfied customers
-- Employees overloaded with work
Being a market leader in café chain it has to provide quick and quality services and
achieve higher customer satisfaction.
STARBUCKS self-order kiosks is a web-application station at STARBUCKS café that
provides quick and reliable solution for quick-service at STARBUCKS for customers that
are faced with increasing slow customer service, less menu selection option, long
waiting queue. It allows STARBUCKS to increase the average check amount, sell faster,
less expensively and improve customer satisfaction at a low cost.

5. Market Research Study Results
Kiosk is now used almost in every industry specially food industry. Food
giants like Backyard Burgers, Dunkin Donuts, Subways, Schlotzsky’s Deli and
many more had implemented Kiosk for better service to their customers.
They offer faster service, a more detailed list of options, an opportunity for
better customization, and all without ever having to speak to someone.
While the kiosks provide quick and easy service for the customer, they also
provide a better tool for advertising/ showcasing deals and specials without
being a hindrance. This is due to the system being able to up-sell items in a
quick and easy fashion.

6. Competitive Landscape
Features
Starbucks
SelfHelp
System
Quick Check
- Subway
Dunkin
Donuts
Backyard
Burgers
Easy-to-Use Touch Screen
application
Yes Yes Yes Yes
In-house custom design puts
your brand into the menu
Yes Yes Yes No
Complete menu support (i.e.
heavy/light, value meals, day
parts, etc.)
Yes No Yes No
Credit card processing Yes No No No
Integrated reporting Yes Yes Yes Yes
Remote administration Yes No No No
Item and menu builders Yes Yes Yes No
Multiple Point of Sale (POS)
Yes No No No
Interfaces

7. SSH : Our Solution for Starbucks
A Kiosk with Starbucks SelfHelp System installed will allow customers to choose their order
from the menu listed on screen instead of waiting in a long queue.
The Benefits of this system would be:
Customer does not need to stand in long queue for order placement.
Wide range of cafe menu option on one click
Easy payment system
No need to stand in a queue to collect order
Staff can concentrate more on quality of the product that need to be delivered
High level of Customer satisfaction
The system allows STARBUCKS to increase the average check amount, sell faster, less
expensively and improve customer satisfaction at a low cost.

8. Key Features of SSH
Key Business Features
•End-users want to use software that is user-friendly and
tailored to their needs.
•Quick and responsive touch screen
•Language Selection Option
•Menu Builder
•Menu Display
•Order Selection
•Pay at kiosk with all major cards or cash
•Token Generation
•Estimated Wait Time Display
•Administration and Report Generation
Key Enabling Features
•A list of the administrative features necessary to keep the system up.
•Easy to use and monitor system on the
•Ability to modify shortages of products on the back-end
•A simple screen showcasing orders from customers for employees to use
and mark orders as done.

9. SSH : System Overview

10. A Use Case Walk-through
Create Order - CHARACTERISTIC INFORMATION
• Goal in Context: The customer
wishes to add items to the cart
to place an order.
• Scope: Starbucks SelfHelp
System
• Level: Primary
• Primary Actor: Customer
Channel to primary actor:
interactive
• Supporting Actors: None
Channel to Secondary Actors:
None
• Success End Condition:
Selected order is added to the
cart.
• Failed End Condition: An error
message is displayed.
• Priority: Critical
• Performance Target: 5 min

11. Create Order:
Sunny Day Scenario
Customer searches for
items.
The menu is displayed on
the screen.
Customer selects his or her
desired item and adds it to
the cart.
SUCCESS !!!

12. Data Flow Diagram- Level 0

13. Data Flow Diagram- Level 1

14. Extra-functional Requirements
Availability
This system shall be available run 24/7. The following will be put in place
• The database server shall be up and running 24/7
• A reliable back-up server shall be put in place where all the data shall be backed-up
to periodically, in case the database server in use goes out of service.
• Down time for routine maintenance, repair or release shall be for a maximum of
10 minutes and upgrades will only be deployed at times when the server
experiences the least possible traffic.
Usability
The application’s UI shall be simple, interactive and intuitive.
Maintainability
After the first phase of this application is deployed, it may go through various
other stages of refinement and adjustment in its requirements as the business
environment changes.

15. Future Enhancements
The success of single café will be applied to
STARBUCKS chain of café which can have customized
menu selection option as per the taste of people in
the region, cash/credit card payment option at the
time of placing order, discount coupons on purchase.
Application Versions for handheld devices will
be developed. People will access the SSH
application of that café on their mobile and
order from their tables.

16. Project Management
Process Model Used : Scrum
Why Scrum???
Improved stakeholder satisfaction
Stakeholders have greater involvement and influence in the
product development and therefore have more affinity to the project.
Managing risk and change effectively
By using small steps and quick feedback (tests, customers) errors from misunderstandings
are quickly addressed.
Focusing on the most valuable and most risky aspect of the project up front reduce the cost
of failure and therefore give a greater understanding of risk in the project.
Improved quality
Defects are discovered and tackled early by including testing aspects and only software
needed by the customer is developed

17. Roles in the Self Organized Team
Product owners : Prerna & Tejas
•Communicate between the customers and the rest of the team.
•Provide the team with the Software Product Backlog and constantly updating it as is
necessary.
•Prioritize the work to be done on the items on the product backlog to ensure that the
team delivers value to the customer in good time.
Developers (Team members) : Karthik, Kiran & James
•Responsible for implementing the features as listed in the product backlog in the right
priority.
•Define the tasks and estimated the effort in the project
Scrum master : Qian
•Keeps the Starbucks SelfHelp System team on track.
•Ensures that the team experiences minimal distractions from the product owner.
•Divides the work in the product backlogs among the team members and ensures each
team members delivers on their part of the project.

18. Learnt a very useful process model – SCRUM
Organizing the team and performing the roles of product
owner and scrum master was interesting
Learnt the qualities for being a good team player
Using MS Visio for drawing Use Case Diagram and DFD was
a good learning experience.
Doing the project in stages was interesting. Never felt
overloaded and lost .
More face-to-face meetings is beneficial.

19. http://sshstar.garodia.in/