Problem

Portland Coffee Roasters, a well-established coffee company, sought to address the challenge of stagnant online sales and a lack of engagement with the younger, urban demographic. Despite having a strong presence in physical retail locations and a loyal customer base, the company's online sales had plateaued, and there was a notable gap in reaching younger consumers who represented a significant market segment.

The personas and user journey maps identified areas for opportunity for the customer experience. By consistently aligning strategies, products, and services with customer expectations, the company was able to build stronger relationships, foster brand loyalty, and drive sustainable growth over time.