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.

My deliverables

Dialog scripts, alternative phrasing, error message, and product synonyms. I also helped test and validate the action.