Final outcome. The Universal Customer Interaction Control Chart

The Universal Customer Interaction Control Chart is a way for baristas to measure the correct amount of coffee related information to give a customer, particularly during a brew bar session.

To find the correct Depth of Information (DI) and Terminology (T) level, the barista asks the customer to rate their prior knowledge of specialty coffee and the brew bar experience from 1 to 99 percent (no one can know everything).

The graph is read like any other – following the curve of the correct percentage to a cross on the grid, which corresponds to two numbers, one along the x axis and one along the y.

These numbers correspond to a rating (1-10) which determines the depth of information the customer should be given and what level of technical terminology should be used.

The shaded orange boxes show the “ideal information range” for customers who fall into either the beginner, intermediate, or advanced category.

Outside of these “ideal” boxes the chart is sectioned to show how the coffee information may seem to the customer if an inappropriate DI and T rating is used. E.g. too much information given using complicated terminology will result in the barista appearing arrogant, while too little information using basic terminology will make the customer feel patronised.

While this chart can be used as a practical means for baristas to determine what level of coffee information is appropriate for each customer, it also highlights the slightly absurd amount of technical knowledge that the specialist coffee community has acquired, where even something as intuitive as taste is determined by software (ExtractMojo) referencing a chart  (The Universal Coffee Brewing Control Chart).

A group of people who chase after the perfect cup of coffee, according to whether it follows an exact process and achieves the correct number on a scale, will certainly appreciate the chance to see social interaction and the sharing of knowledge in terms of figures and graphs as well.

Information sharing between barista and customer

Information sharing between barista and customer mostly takes place at the brew bar because it is a sit down experience that takes some time.

The Barista performs their coffee knowledge but the customer is not always aware of the technicalities of what they are doing and can feel overwhelmed by technical explanations.

Does the barista want you to feel overwhelmed? The grander the display the more they must know?

But the customer might not realise there is a whole network behind it. People thinking and talking and obsessing about coffee 24 hours a day.

Baristas are often stuck inside the “coffee bubble” – they become all about the process – mastering the latest technique, inventing new ones, using the best tools.

At least 50% of the people who come are other baristas – difficult for them to remember that a lot of customers don’t know as much as them about specialty coffee as them. 

Information passes but theres often little understanding.

Charting Taste

The Universal Coffee Brewing Control Chart shows the relationship between strength, extraction and brewing formula. It is used by baristas to determine the perfect flavour based on the amount of coffee being extracted and the amount of coffee solubles present in the beverage.

ExtractMojo is software that pairs a refractometer reading (the speed of light traveling through the coffee) with the Universal Coffee Control Brewing Chart in order to determine the strength and extraction of the coffee.

Cupping

Coffee cupping is in other words coffee tasting, which involves deeply sniffing the coffee, then loudly slurping it so it spreads to the back of the tongue in order to to determine the body sweetness acidity flavour and aftertaste of the bean.

Coffee taster wheels

The Brew Bar is a sit down “coffee experience” where the barista displays their filter coffee techniques. Filter techniques are conducted with the precision of a scientific experiment with exact measurements for every step of the process. It is at the brew bar where the specialist coffee barista’s obsession with technique really becomes apparent.

Detail

 

Looking at different elements of the network in detail

Mapping the Network

 

Mapping the elements, interconnections, and purposes within the system

The London Coffee Scene/Network

 

Showing the connections between the roasteries, coffee shops, and baristas in the network