How do we translate the familiar in-person coffee ordering experience at Starbucks to a Google Assistant action?
Working with our Google partners, we defined some ground rules for a good conversation between a barista and a customer.
- Provide just enough information (quick and easy)
- Be honest and clear (no ulterior motives)
- Be relevant to what’s at hand (context)
- Be polite and helpful (like a barista would be to a customer)
Understand how our baristas employ the cooperative principle
I worked closely with our UX research team and the store team to access recordings of drive-thru orders to hear how customers and baristas handle orders in real life. I synthesized common phrases, ways to handle misunderstandings and clarifications, and the common parts of a barista-customer dialog, paying close attention to customizations and day part of the order.
Dialog scripts, alternative phrasing, error message, and product synonyms. I also helped test and validate the action.