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Starbucks® Improves Customer Service Through OrderAssist™

A More Accessible Drive-thru Experience

Starbucks® Improves Customer Service Through OrderAssist™

Ordering food at the drive-thru can be a difficult experience for individuals that are deaf or hearing impaired. Starbucks® is taking initiative to create a more accessible drive-thru experience for individuals with disabilities.

A Starbucks store in St. Augustine, Florida is committed to creating an easier ordering experience. Using a two-way video camera, Starbucks is enabling customers to place orders using sign language at the drive-thru kiosk. Rebecca King recently posted a video of herself on Facebook ordering beverages using the two-way video technology. The system, OrderAssist™, is developed by Inclusion Solutions, a company that provides access solutions for every marketplace.

According to a study from Inclusion Solutions, 42% of people who are deaf or hard of hearing who try to order food at restaurants leave without making a purchase because of their experience and lack of accessibility. Inclusion Solutions also makes products used at gas stations, small businesses, polling facilities and public facilities helping individuals with disabilities gain access to the services they need.

Over 10 million viewers have watched Rebecca King’s video, helping raise awareness on accessible solutions to reach more customers. It is a big deal to [the] deaf community that Starbucks has one now," King told the Huffington post. "We all want to have that at every drive-thru in the world."

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Huffington Post Video Article OrderAssist Information Article Image Source

About the Author

Jo Markham

Jo Markham

Jo has a degree in Communication Arts  and is making her mark as an advocate for people with disabilities. Jo works to bring individuals more resources, news and events related to accessibility.

Currently, Jo lives in Washington state where she spends her free time running, skiing, gardening and exploring the arts.

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