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How did McKinsey & Company Help Starbucks To Become More Inclusive!

  • April 10, 2025
  • Starbucks

The Challenge

  • Despite adhering to ADA regulations (https://www.ada.gov/law-and-regs/), Starbucks recognized that moveable furniture, store layouts, and signage could unintentionally create barriers for individuals with disabilities. The goal was to go beyond compliance and set a new standard for accessibility, ensuring that inclusivity was woven into the fabric of every store design.

The Solution

  • Starbucks, with McKinsey’s expertise, developed an Inclusive Spaces Framework to redesign stores with accessibility at the core:

     

    ✅ Wider spaces to accommodate wheelchair users

    ✅ Enhanced signage at varying heights for better visibility

    ✅ Dimmable lighting & sound zones for sensory-friendly environments

    ✅ Prominent order status boards for better customer experience

    ✅ Inclusive employee spaces with adaptive equipment

  • Most importantly, individuals with disabilities were directly involved in the process, ensuring real-world applicability. Starbucks committed to rolling out these standards in all future stores and renovations—setting a benchmark for inclusivity in retail.

Takeaway for Consultants & Businesses

  • Inclusion is not an afterthought—it’s a design principle. Whether in retail, technology, or finance, businesses that prioritise accessibility create better experiences for all stakeholders.

  • Would love to hear your thoughts! How can other businesses integrate inclusivity into their core operations? 

Case Study

https://docs.google.com/document/d/1m0AICi-hqHrygbHSE2RM9nnOtDXB9gf6a2z1oCKVcMw/edit?tab=t.0

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