Food and beverage

Retail and ecommerce

Costa Coffee + UserTesting

Witness how the world's second-largest coffee shop chain designed a smooth pre-order function for their Click & Collect app

Remote video URL
  • 1,500%
    Increase in Click & Collect transactions over a three-year period
  • 12%
    Rise in app visits for the Costa Club relaunch (“From Points to Beans”)
  • 80K
    Engaged football fans who weren’t previously Costa Club members
UserTesting is essential to our work going forward because we have a large base, we have multiple touchpoints from the consumer experience point of view. And we want to ensure when we are releasing these experiences to our customers, they are class-leading.
Steve Gleadall - Global Head of Digital Products & User Experience, Costa Coffee
Steve Gleadall Global Head of Digital Products & User Experience, Costa Coffee
We were hearing a lot from consumers that they want even more convenient payment methods. UserTesting contributors helped us really streamline the checkout experience in Click & Collect in the app. So essentially, they were able to pay for their drinks with just one tap.
Dave Adamson - Senior Manager - Global Digital Experience Design, Costa Coffee
Dave Adamson Senior Manager - Global Digital Experience Design, Costa Coffee
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