Brooklyn Brewery Tour Redesign
Student Work: Service Design
Role: User research, service design, prototyping
Team: Danielle Yoon, Hayoung Shin, Cheonhyun Park
How might we provide a service upgrade to Brooklyn Brewery’s free brewery tour experience?
My team started our research by taking a brewery tour and talking to patrons at the Williamsburg landmark.
People come to Brooklyn Brewery for the tour. It’s a destination for tourists and Brooklyn locals alike. We confirmed a few pain points in the user journey:
Our primary research process included interviews with both Brooklyn Brewery management and brewery visitors. By mapping the customer journey of the brewery’s target users, we concluded that dissatisfaction lied in the customer’s feelings during and after the tour for both seasoned beer connoisseurs and tourists.
Visiting the brewery to enjoy beer in the main taproom is successful - here’s how my team proposed to improve the other premier feature of the original brewery location: the free tour.
