Trestles Usability Consult

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THE COUPE CUSTOMER EXPERIENCE


ABOUT US


Coonoor, engagement manager Rebecca, creative lead Ian, strategist



RESEARCH INSIGHTS


habits and motivations


I come to The Coupe frequently to work and use the internet.

habits and motivations

�


� I come to The Coupe on a regular basis for a meal. habits and motivations


I came on the recommendation of others (neighborhood friends, article, etc.)

habits and motivations

�


� The community aspect is what keeps me coming back, not the food. habits and motivations


sta interaction with customers


�

I like that the staff build rapport with me. They are light-hearted and playful, give good recommendations, and remember my order when I return. sta interaction with customers


Staff behavior shapes my overall impressions of The Coupe. All staff should be proactive about positively shaping my experience, whether on the job or on break.

sta interaction with customers

�


� The Coupe staff are forgetful and they take too long to get me what I need. sta interaction with customers


openness


The offerings of The Coupe need to be relevant to my interests for me to appreciate them. If I’m a single adult, kids movie night won’t appeal to me, but an open mic night might do the trick.

openness


� The Coupe is my neighborhood spot. openness


The Coupe is like the girl next door, she has special charms and depth once you get to know her.

openness

�


� I feel comfortable because of the low-key, open, and flexible nature of the space and staff. openness


THE COUPE’S BIGGEST CHALLENGE


WHERE DOES THE COUPE STAND?


vibe 4

low key

upscale

the elements They do a good job controlling the elements

5

They don’t do a good job controlling the elements

food 7

I love the food

scale: 0-10 left to right

It’s always a disappointment


•  Determine what expectations you want to meet or exceed and then set them accordingly •  “Know thy customer”: become the destination, not the backup •  Address staff engagement and empowerment through more FOH and BOH offline interaction •  Design and test new secondary offerings •  Train servers to take a more proactive approach

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