Starbucks has 2 entryways, one from the street and the other from a connected office building lobby. Customers enter the store and follow an unmarked path to the cash registers. If there’s a line, customers talk to each other, look at their phones, or look at the menu.
For regular orders, customers receive drinks at cash register and proceed to coffee bar, customer counter area, and/or exit the store. For custom orders, customers wait in front of counter (depicted by a “red cloud” on the drawing), often crowded and chaotic at peak times.
Waiting for drinks, customers look at their phones, talking with on another, watching staff prepare drinks, or talk with staff. One customer inquired about a colorful drink. A staff member complained about limited space in another store.
During rush hour, mood is upbeat and music is high tempo. Temperature inside is comfortable, mirroring outside mild summer weather. Lighting is bright and focused on counter areas.
As staff furiously prepares drinks in assembly line formation, most customers wait anxiously. Some customers inquire about drink orders. A couple staff members call out drink orders and thank customers (occasional by name). A few customers question drink orders or make additional requests. One customer complimented staff on announcing a long drink name. Some drinks are called, but not picked up.
As traffic slows, music tempo slows, atmosphere relaxes and staff attends to other functions. Customers remaining in the store sit and work on laptops, talk in groups, or make phone calls.
Mariam Edwards – http://thinkspace.csu.edu.au/myreflectivejournal/?p=126
Margaret Pickworth – http://thinkspace.csu.edu.au/margo/2014/08/06/blog-post-2/
Jerry Leeson – http://thinkspace.csu.edu.au/jerry/2014/08/08/inf536-blog-task-2/#comment-31