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1 in 8.
That’s how many Americans 12 and up have hearing loss in both ears.
"I've been denied service before... from a lot of places."
Drive-thrus are made to simplify ordering, but they aren't made to be accessed by everyone.
"Most of the time I write and
laminate my order beforehand."
"I always have to go with someone else who can order for me."
The venti question:
How can we create a universal drive-thru experience that's welcoming for everyone?
IS ABOUT THE LITTLE THINGS.
Like being able to order a grande pumpkin spice latte with two pumps of mocha syrup, an extra shot of espresso, vanilla cold foam, a splash of oat milk and hazelnut crumble at the drive-thru like everyone else.
A drive-thru deliverable
that benefits everyone.
Most Starbucks' drive-thru orders are taken long before the pick-up window through an ambiguous intercom — or what we like to call the "desolate black box." It can be hard knowing where to point your ear, what the total is or even if the order you said is correct. Our digital AI talk-to-text screen helps consumers not only better visualize and comprehend the experience, but also expedite the drive-thru process and ensure order validity.
HERE'S WHAT WE CONSIDERED.
How to better visualize the experience
How to keep the drive-thru fast and simple
How to eliminate anxiety on both ends
How to create a replicable, scalable system
Because it's not really about hearing.
It's about being heard.
Research analyst, creative strategist and inclusion advocate
Caley Cantrell, Strategy Professor at Brandcenter
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