A study of design thinking for improving employee performance in Bangkok specialty coffee shops

With the highly competitive market of coffee shop in Thailand, the specialty coffee has been more interested, and they are trying to increase competitiveness. Specialty coffee shop is a representative of the coffee supply chain, which barista who deliver the value to a customer are essential variables to drive customer experience and business performance.The purpose of this study is to analyse the influence of employee performance, use design thinking to improve the learning and development of employees and create a better customer experience in Bangkok specialty coffee companies. Many works of related literature have been reviewed in order to indicate the effect of employee performance and find the learning and development methods for improving employee performance. The Design Council’s Double Diamond is mainly used as a design thinking approach to define staff issues and customer needs, developthe solution that creates active learning and development in specialty coffee shop. It compiles with Public Health Performance Management which defines a pivotal factor to manage the performance and support performance management to produce long-term benefits (Public Health Foundation, 2012). The quantitative and qualitative research from the coffee shop customer in Thailand and the interviews from three specialty coffee shop in Bangkok are used to support and develop thisframework.The research discovered that the customer experience is the most concerning factors in the specialty coffee shop, and employee performance is a significant factor. Developing an employee’s learning and development can enhance employee performance and have a better standard quality of employee performance. 70-20-10 Model adapted with SCA Skill Programs can develop the employee performance inside the coffee shop. As a result, this research could provide a guideline to improve employee performances standard, promote customer experience and increase business performance in specialty coffee shop.