Starbucks is, by definition about creating remarkable experiences and going that extra mile. They’ve built their entire reputation on it. So why is it that the store experience doesn’t quite translate whenever I try to make that “perfect” cup of their coffee at home?

If you’re anything like me, the absolute last thing you want to do first thing in the morning, is math but that’s exactly what it takes to make that cup of coffee which I so desperately need to get my brain functioning. It’s a bit of a catch-22 because I can’t do math without coffee but I can’t get coffee without doing math!

I’ve never owned a coffee maker here in Canada (or seen in the US for that matter), that measures cups of coffee in terms of ml (unless it’s some fancy European import); yet every package of coffee I’ve seen from Starbucks kindly tells me to use 2 tablespoons of coffee to each 180ml of water (6fl oz.) which is just under 3/4 quarters of a cup of water per 2 tablespoons of coffee. Would it be so hard to use some unit of measure that isn’t quite so obscure? Perhaps 2 heaping tablespoons of coffee to each cup would be more appropriate or include a special scoop that guarantees a perfect cup every time.

This is just another one of those things that make you wonder if the company actually took the time to see if their instructions make sense from a consumer perspective. All too often products are orchestrated are designed from a perspective that isn’t explicitly consumer oriented and the result is a thoroughly unpleasant user experience. Even the greatest product can quickly turn into a disappointment and if the focus on usability is lacking.

Have you taken a look at your product or service’s documentation from a consumer perspective? Is it as easy an experience as it should be?