Barista University Prototype
Challenge: With a 190% annual employee turnover and a menu of over 80 prepared beverages, Starbucks store managers were spending upwards of 85% of their time training new hires. High turnover and constant training requirements lowered morale among both baristas and store managers and strained store profitability. The need was not to simulate all aspects of the live training, but to build experience in beverage ingredients and preparation procedures that create a strong foundation for live training. Common situations such as custom orders and time management begin to develop the barista’s skills and abilities.
Solution: Illumen Group developed a training concept prototype for Starbucks using the games-that-teach method. A digital learning program simulating the retail counter environment, providing instruction, and allowing baristas to compete against one another in their ability to quickly and accurately make beverages.