Systems, Efficiency, and Empathy via Service Design: My Journey Toward the Perfect Cup
Was it the dedication to perfect frothiness? No, it was the principle of perfecting products to elevate experiences and people's moods. (Although the foam helped)
After I graduated high school, I was excited to start my first full-time job at Starbucks as a barista. I’ve always been a coffee connoisseur and was excited to continue making drinks. It was always a dream of mine to work as a barista; I had always loved the experience of coffee shops, and I was finally able to work on the other side! Previously, I had worked at a bakery and small restaurant during high school, where I was a (mini) barista, so I was familiar with frothing milk and pulling a great-tasting espresso. However, when I started working at Starbucks, my coworkers often looked at me strangely when I would bang the milk pitcher on the counter to get rid of air bubbles after steaming the milk.
I knew this was an industry-standard technique for aerating the milk and achieving the perfect texture, but my coworkers needed to familiarize themselves with it. Even my manager would make comments and smirk at my approach. Despite the occasional skepticism, I continued to make drinks to the best of my ability, always striving for perfection and ensuring that the foam was dense and fluffy. This was how I was taught at my previous job.
When making lattes and other milk-steamed drinks, I would spend the first few seconds of frothing milk getting the swirl pattern just right to ensure I was adequately steaming the milk to the perfect consistency. I would then bang the milk pitcher to eliminate air bubbles, which was an essential step in the aeration process. The purpose of frothing milk is to achieve a particular texture that adds a creamy, airy mouthfeel to drinks. The high-quality foam should be dense and fluffy, and this technique helped me accomplish that. It might seem silly to many, but making and drinking coffee is an experience and a large part of people's routines and rituals. Perfecting a product ensured that customers were satisfied with their purchase.
My dedication to detail paid off when my manager approached me a few months later and told me that corporate had issued new training instructions for steaming milk (this was back in 2016/2017), and it was exactly what I had been doing all along. This recognition validated me and showed that my attention to detail and commitment to quality was appreciated.
Success!
In the fast-paced environment of Starbucks, efficiency is crucial. Customers expect their drinks to be made quickly and accurately, and it’s up to the baristas to deliver. However, I always took the time to create genuine connections with my customers and prevent potential issues with their orders. Though my time was often split between working register and the bar (where we made drinks), I always took preventative measures to ensure orders were correct before making drinks. This minimized errors, saving the company money, and it also helped show the customer that I was attentive to their order. Unsurprisingly, customers would often tell me to change their choice of milk or to omit the whipped cream when I asked, saying that they forgot to mention it or that they didn’t know that a drink was made a certain way. I empathized with my customers and was always overly communicative to ensure they were getting everything they wanted, even if they didn't explicitly ask for it. Sometimes, we don’t know what we want because we’re often unaware of what options are available to us - similarly to most things in our life. I often take pride in all of the jobs that I’ve worked in the past, making sure my reputation as a person reflects the same values for when I’m on the clock and representing the companies I’m working for.
Another story I clearly remember was when I was working at the bar making drinks. As most people know, Starbucks tends to get busy often, and on this particular day, my manager came and told me to hurry up. He knew I always paid close attention to detail and would make drinks well, often taking a few extra seconds to look at the directions or ensure everything was made the right way. I told him that I was ensuring that the drinks tasted good, but he responded by saying:
“We don’t need the drinks to be good, Lena. We need them to be fast.”
It was disheartening to hear, but I understood the importance of efficiency in the fast-past environment. After that specific day, I was almost always put on the register.
Was I upset? Greatly so. I loved making drinks. I loved when customers returned a few seconds later and told me their drink tasted amazing. It was rewarding for me! I remember a regular I had; he’d always order a mocha frappuccino and get bottled green juice with it. I would always joke and say, “you need to balance the sweetness, right?” and he would chuckle and say yes! This one particular time, I was on bar, and he’d had ordered. I made his frappuccino and handed it to him; he approached me afterward and said I was the only person who made the drink to his liking. I was so happy and told him I was grateful that he enjoyed how I made it. People would always personalize their drinks, and it was crucial to pay attention to the way that they wanted it made. Small moments like those would make my day. I’m sure he still remembers, just like I do. That's how lasting these memories can be. It takes very little effort to make people's day!
Being on the register wasn’t bad, though. I enjoyed talking to people. It was a way to build connections with my customers, especially regulars. I always made sure to provide a high-quality customer experience. I would greet each customer with a smile and ask them how they were doing, making a genuine effort to connect with them. I understood that creating a positive customer experience was not just about taking orders and making drinks but also about building relationships and making customers feel valued. After a few visits, customers would get excited when I remembered their orders or names. It's the small things in life that bring us joy!
In addition to greeting and engaging with customers, I would take their orders and provide them with relevant information about milk substitutes and any new drinks or food items that Starbucks offered. I would even repeat their order back to them to make sure it was exactly what they wanted. By preventing potential issues and paying close attention to detail, I was able to provide excellent customer service and minimize the risk of mistakes or misunderstandings. This attention to detail and willingness to go the extra mile for customers helped to set me apart from other baristas. It contributed to my success in providing excellent customer service.
My goal was always to ensure that my customers had a good experience.
Overall, my experience as a barista at Starbucks taught me the importance of providing a high-quality customer experience, even when faced with challenges such as time constraints and skeptical coworkers. Despite these challenges, I remained dedicated to my craft and my customers, and my professionalism and skill as a barista are a testament to the hard work and dedication of baristas everywhere.
What did I learn very early on when I first started working?
- It can be frustrating when coworkers or managers don’t take your expertise seriously. This happens when companies hire anyone to do the job. I am a firm believer that many jobs can be taught. People with grit and eagerness can learn and do a job exceptionally well. I was offered my job based on my potential to do well. But passionate workers elevate companies, and it can be a dealbreaker when creating pleasant experiences. Do you have to be passionate about the product you’re selling? Not always, but you have to be passionate about the work that you’re doing.
- Your team is important. You work daily with them; you learn about each other. They become your work family. Leaders and managers must ensure that they're creating and hiring a good team. A good team that works well with each other and other customers is the key to a successful business.
- A manager sets the tone and setting of the environment you're in. Make sure you have a manager that is a good leader. It will reflect the work environment. Unfortunately, sometimes companies don’t hire the best managers.
- Creating pleasant experiences for customers is always fulfilling. It helps the brand, it helps the customer, and ensures that customers are satisfied with the service or product you’re offering.
- People don’t forget how they feel. It’s very rewarding to make someone’s day because of your service. You’re happy, the customer is happy, and happy memories are created!
I loved working for Starbucks, and I’m happy that I had the chance to work for such a great corporation.
Now, as a product designer, many of the same principles are still relevant. I learned the importance of customer-focused thinking and attention to detail in creating a positive user experience. In a fast-paced environment, it can be easy to focus on efficiency and speed, but I always made sure to take the time to connect with my customers and prevent potential issues with their orders. My dedication to quality and attention to detail was recognized and validated by my manager, which showed that my efforts were appreciated and helped enhance the Starbucks experience for customers. This not only helped to ensure that orders were correct and minimized errors, saving the company money, but it also created a better experience for the customer. The same concept stands in the product design process.
These skills and experiences have also made me a strong designer. As a designer, my focus is always on understanding and addressing the needs and expectations of the user. By taking the time to create genuine connections, provide the best service, and make (delicious) products, I can create designs that are both functional and intuitive, ensuring a positive user experience. Additionally, my attention to detail and commitment to quality help to ensure that my designs are of the highest caliber, meeting and exceeding my clients' expectations. Overall, my time as a Starbucks barista helped shape my design approach and my success as a designer.
©2025