Kasama Chocolate
Creative Path
Kasama Chocolate
Creative Path
For this service design project, we partnered with a local farm-to-table chocolate shop on Granville Island, working under the guidance of our professor to enhance a critical aspect of their business. This case study showcases our exploration of multiple solutions, including service blueprints, packaging, and logistics improvements.
For this service design project, we partnered with a local farm-to-table chocolate shop on Granville Island, working under the guidance of our professor to enhance a critical aspect of their business. This case study showcases our exploration of multiple solutions, including service blueprints, packaging, and logistics improvements.
Onsite Visit
Onsite Visit
During our visit to Kasama on Granville Island, Leo, the director of chocolate production, shared his passion for the craft and provided an in-depth overview of the operation, highlighting the balance between creative innovation and advanced technology in producing premium chocolate.
During our visit to Kasama on Granville Island, Leo, the director of chocolate production, shared his passion for the craft and provided an in-depth overview of the operation, highlighting the balance between creative innovation and advanced technology in producing premium chocolate.
Takeway
Takeway
Jae's collage captured the workshop, where I learned that the white crystals on chocolate, called fat bloom, don’t mean it’s spoiled. Leo explained that temperature control is key, as different roasting temperatures affect flavor, and humidity impacts quality, especially during summer. Wrapping chocolate is time-consuming, and they aim to streamline it.
Jae's collage captured the workshop, where I learned that the white crystals on chocolate, called fat bloom, don’t mean it’s spoiled. Leo explained that temperature control is key, as different roasting temperatures affect flavor, and humidity impacts quality, especially during summer. Wrapping chocolate is time-consuming, and they aim to streamline it.
Exploration
Exploration
The team convened to share insights from Leo's tour and identified key touchpoints for the project, planning to create a user journey map for various customers, including walk-ins and online buyers, to enhance the overall experience at Kasama from brand discovery to purchase and beyond.
The team convened to share insights from Leo's tour and identified key touchpoints for the project, planning to create a user journey map for various customers, including walk-ins and online buyers, to enhance the overall experience at Kasama from brand discovery to purchase and beyond.
Journey Map
Journey Map
The user journey map highlighted key areas for improvement at Kasama Chocolate, including the absence of restock notifications and the need for better signage.
Our analysis also suggested that the industrial feel might surprise first-time visitors, with potential enhancements like adding seating, hot chocolate offerings, or partnering with niche grocery stores.
Development
Development
Mapping the customers path at Kasama was an initial step in understanding interaction trends, our team was committed to refining these diagrams to uncover key insights that will inform strategic plans for optimizing crucial interactions and enhancing overall efficiency.
Mapping the customers path at Kasama was an initial step in understanding interaction trends, our team was committed to refining these diagrams to uncover key insights that will inform strategic plans for optimizing crucial interactions and enhancing overall efficiency.
Kasama Online
Kasama Online
Building on our class session, I created additional journey maps that focus on both online interactions and the physical storefront experience, highlighting distinct touchpoints for chocolate lovers. This personalized approach enhances our understanding of their journey and unique preferences.
Building on our class session, I created additional journey maps that focus on both online interactions and the physical storefront experience, highlighting distinct touchpoints for chocolate lovers. This personalized approach enhances our understanding of their journey and unique preferences.
Kasama
In Person
Kasama
In Person
I created a journey map for the in-person experience at Kasama Chocolate, highlighting key touchpoints from entry to product exploration, and focusing on improving signage and seating to enhance the overall visitor experience.
I created a journey map for the in-person experience at Kasama Chocolate, highlighting key touchpoints from entry to product exploration, and focusing on improving signage and seating to enhance the overall visitor experience.
New focus
New focus
After reviewing both journey maps, we chose to focus on enhancing shipping and packaging to maintain product quality and customer satisfaction. This includes creating a dedicated shipping page, educating customers on handling, and exploring protective packaging solutions.
After reviewing both journey maps, we chose to focus on enhancing shipping and packaging to maintain product quality and customer satisfaction. This includes creating a dedicated shipping page, educating customers on handling, and exploring protective packaging solutions.
User
Testing Session
User
Testing Session
Through user testing, we explored various scenarios to identify the ideal model for improving Kasama's service and addressing key pain points. Each person mapped out their experience accordingly and left comments.
We are all really enjoying this!
From our workshop insights, we identified key design opportunities that shaped our core features: automatic humor alerts, activity recommendations, and a community feed. Our goal is to develop a mobile service that helps individuals navigate the emotional and physical challenges of a breakup. By offering humor and support, we aim to lighten users' moods, foster recovery, and support both emotional and physical healing.
Feedback
Feedback
We learned from user testing that online shoppers have diverse information preferences, which will guide us in refining touchpoints and improving the overall customer experience in the revamped shipping process.
We learned from user testing that online shoppers have diverse information preferences, which will guide us in refining touchpoints and improving the overall customer experience in the revamped shipping process.
Detailed
Service Blueprint
Detailed
Service Blueprint
We developed a detailed shipping service blueprint outlining the customer journey across three stages—before, during, and after shipping—incorporating insights from student user testing to address key pain points and ensure a seamless experience.
Playing
in the sandbox
Playing
in the sandbox
In developing a new experience for Kasama, we addressed shipping and packaging factors, including the chocolate's susceptibility to melting in various climates, improved branding, accurate pricing, and real-time order tracking notifications.
Main Findings:
• Importance of shipping procedure
• Being a premium handcrafted chocolate maker outlining the shipping policy is vital
• Shipping + packaging is a big part of the experience and reflects a companies overall image
• Chocolate is precious and fragile and takes strategic measures to make sure it arrives the same as when its first packaged up
• Hot and cold climates can effect the quality
• Imploring this into part of the service design would strengthen the relationship between customer and owner
• Create a unique unboxing experience
• Include gel packs or cold ice, with bubble wrap
• Personal message on a note
• Ability to see when your goods will arrive so they don’t sit outside for long
• Importance of shipping procedure
• Being a premium handcrafted chocolate maker outlining the shipping policy is vital
• Shipping + packaging is a big part of the experience and reflects a companies overall image
• Chocolate is precious and fragile and takes strategic measures to make sure it arrives the same as when its first packaged up
• Hot and cold climates can effect the quality
• Imploring this into part of the service design would strengthen the relationship between customer and owner
• Create a unique unboxing experience
• Include gel packs or cold ice, with bubble wrap
• Personal message on a note
• Ability to see when your goods will arrive so they don’t sit outside for long
Modified
Brand Identity
Modified
Brand Identity
Offering consumers a special experience through consistent branding is essential for Kasama's premium handmade chocolates, as bold designs help create lasting memories. By implementing a new shipping process that includes unique packaging and a personal thank-you note, we can enhance the customer experience and ensure high-quality delivery.
Information Architecture
Information Architecture
We included simple information architecture and a dedicated page to highlight the key touch points in our shipping process. This ensures that customers fully understand the steps we take to deliver a premium product.
We included simple information architecture and a dedicated page to highlight the key touch points in our shipping process. This ensures that customers fully understand the steps we take to deliver a premium product.
Low
Fidelity Prototype
Low
Fidelity Prototype
To ensure the quality of chocolate during shipping, we refrigerate it before placing it in an insulated box, add a gel pack based on the location, and wrap it in bubble wrap for added protection. Additionally, we label packages as fragile, avoid shipping on weekends or holidays, and utilize express shipping since chocolate can spoil after three days in transit.
To ensure the quality of chocolate during shipping, we refrigerate it before placing it in an insulated box, add a gel pack based on the location, and wrap it in bubble wrap for added protection. Additionally, we label packages as fragile, avoid shipping on weekends or holidays, and utilize express shipping since chocolate can spoil after three days in transit.
Storyboard
Storyboard
I created a storyboard about Grant that illustrates a typical user searching for chocolate and showcases the various stages the product goes through before reaching its destination.
I created a storyboard about Grant that illustrates a typical user searching for chocolate and showcases the various stages the product goes through before reaching its destination.
Revamped
shipping process
Revamped
shipping process
The enhanced shipping process emphasizes information, delivery, packaging, and unboxing to enhance transparency and build trust, ultimately fostering stronger brand recognition.
The enhanced shipping process emphasizes information, delivery, packaging, and unboxing to enhance transparency and build trust, ultimately fostering stronger brand recognition.
Future outlook
Future outlook
In summary, it was a fantastic opportunity to collaborate with a well-established local business, where the owners genuinely supported our ideas and valued our input.
This experience highlighted the often-overlooked efforts required to sustain a business, and the service design process proved to be highly informative, significantly enhancing my skills as a designer.
The team, left to right, myself, Jae, and Ibuki.
In summary, it was a fantastic opportunity to collaborate with a well-established local business, where the owners genuinely supported our ideas and valued our input.
This experience highlighted the often-overlooked efforts required to sustain a business, and the service design process proved to be highly informative, significantly enhancing my skills as a designer.
The team, left to right, myself, Jae, and Ibuki.
