Thursday, February 7, 13

ExLibris

Jittery Joe’s

Outside chairs

Entrance

Outside

Parking

Clothes racks Computer

aisle /magazines Counter

orderSitting area

Clothes racks

Exit

ExLibris

OutsideSitting area

Parking

Environments Zones

Computer aisle

/magazinesSitting area

Entry/exit pointsTouchpoints

Items in display window

Interaction with staff

Paying: swiping

credit/debit/SCAD cardcash

ChairsTables

Bike rackParking lot

ChairsTables

Bike rackParking lot

ChairsTables

ChairsTablesPush/pull

doorPush/pull door

Thursday, February 7, 13

Blueprint & Affinity maps

Thursday, February 7, 13

- Visibility (Café is hidden when you enter ExLibris)- Lighting (Not very lit area - does not invite you to work/stay)- Atmosphere (Relaxing and cosy)- Speed (Service is not that efficient)- Improvements wanted: speed, visibility of café and freshly baked pastries

Thursday, February 7, 13

- New entrance directlyto Jittery Joe’s- Bathroom- More parking- Real silverware- encourage people to come 

RAISELine / queue - before ordering- when order is getting ready

REDUCE- Visibility - Ways to order- Payment methods 

CREATEELIMINATE

- Going through ExLibris - Frozen food 

Thursday, February 7, 13

Mariana (Architecture BFA at SCAD - regular user)- Has to wait too long- Does not see the café when she comes in ExLibris (needs to know about it / discover it)- There is no bathroom- The machine to swipe card is not working properly- Parking is often packed

Jittery Joe’s staff who takes/makes/gives order- Either bored when there is no one or overwhelmed when there are too many customers for only one staff member- Parking is often packed- Bathroom is on second floor if they need to go they need to leave counter unattended - uncomfortable situation

MOST RELEVANT STAKEHOLDERS & PROBLEMS:

Thursday, February 7, 13

IMPROVEMENTS NEEDED:PAYING MACHINE

- Get a new one - New system (ie. like iPad in Butterhead Green Café) - Enter the card number instead of swiping it- Have a machine that takes a picture of card instead of swipe- Magnetic payment- Encouraging cash payment (discount)

Thursday, February 7, 13

IMPROVEMENTS NEEDED:WAITING IN LINE- Staff takes order before, when customer comes in the line (ie. McDonalds)- Increase the number of staff members- Hand-in menus to people waiting so that they know what they want when they arrive at cashier’s- Possibility to order from an app/website in advance (ie. I need a coffee for my 8am tomorrow)- Have more cashiers

Thursday, February 7, 13

- Build small bathroom - Staff goes to ExLibris bathroom / have a note to inform customers they can go there - Note in ExLibris - Note in Jittery Joe’s - Note on receipt- Collaborate with another café (ie. They share their bathroom, they have a discount in Jittery Joe’s)- Have little disposable towels that people just need to put against their bladder and urine is absorbed- Invent a device that stops the feeling of needing to go to the bathroom

IMPROVEMENTS NEEDED:NO BATHROOM

Thursday, February 7, 13

PARKING- Bigger lot - Privatize adjacent street- Not offering a parking lot at all but more bike racks - encouraging people not to come with their cars- SCAD could offer a bus stop at ExLibris- System that stacks up cars one on top of the other

IMPROVEMENTS NEEDED:PARKING& STAFF IS BORED

STAFF IS BORED- Make staff members cook fresh pastries- Have real dishes/silverware (cozier) so they can wash them- Give staff members iPad and their goal is to beat the scores of games- Staff members are part of ExLibris and a ringtone notifies them when a customer is there

Thursday, February 7, 13

SIGNS - At entrance- Small advertisements on SCAD related websites- Sign in parking should say “For ExLibris and Jittery Joe’s customers” not only for ExLibris- Advertisements in ExLibris cashiers- Have tags in the streets of savannah that lead back to Jittery Joe’s

CAFE IS INVISIBLEIMPROVEMENTS NEEDED:LINK TO EXTERIOR - Wide windows instead of walls (will give more light / makes people want to go)- Have a back entrance, directly leading to Jittery Joe’s - Have cafe in front stage of ExLibris1. Order 2. Buy books/supplies 3. Take order  

Thursday, February 7, 13

SPEED- Have someone greet and directly take order when you step in ExLibris (will also be advertising for café)- Possibility to order from ap/website (ie. I need latte at 8am and you just have to go get it)- Pay books and drinks together PARTNERSHIPS WITH EXLIBRIS

- “You buy 3 sketchbooks and you get a free snack” (information at cashiers)- Possibility to borrow books/magazines and read them at Jittery Joe’s for few hours- Accumulating points to win a free drink when buying at Exlibris

CAFE IS INVISIBLE

Thursday, February 7, 13

ADVERTISE- Flyers in SCAD buildings- scad.edu “Come enjoy great coffee in SCAD’s website”- Have a note on ExLibris’ receipts

EVENTS (ie. Sentient Bean) - Movie nights- Concerts- Conferences

PLAY WITH SENSES- Create coffee/pastries smell that wants you to buy (ie. French bakeries - you can smell the oven when you walk by bakery in the street)- Bake pastries (smell will come naturally)- Have an open kitchen: ability to see (ie. sushi restaurants) >>entertaining/fun/makes you want to taste 

CAFE IS INVISIBLE

Thursday, February 7, 13

HOW CAN JITTERY JOE’s INCREASE ITS VISIBILITY TO ATTRACT MORE

CUSTOMERS?

HOW CAN JITTERY JOE’S’ SERVICE BE MORE EFFICIENT?

Thursday, February 7, 13