Food & beverage
Retail & 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
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About the company
Founded in 1971, Costa Coffee is the second largest coffeehouse chain in the world, and the largest in the UK. The company was acquired by Whitbread in 1995 and sold in 2019 to The Coca-Cola Company in a deal worth £3.9bn. The business has a presence in 41 countries, more than 2,000 UK restaurants, over 11,000 Costa Express vending facilities, and a further 1,280 outlets overseas, including 460 in China. Costa’s UK app receives 4 million weekly visits and the UK website receives 274,000 weekly visits.
Industry: Food & beverage, Retail & ecommerce
Company Size: Global
Role: Design, Marketing
Customer Type: B2C or D2C
Headquarters: Europe (EMEA)
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Contact SalesCosta Coffee is beloved by its customers, particularly in the UK. To further increase brand awareness and loyalty, the organization seeks innovative ways to reach younger audiences.
Dave Adamson, Senior Manager, Global Digital Experience Design, works on a team with five designers. The team runs in-person testing, guerrilla testing in stores, and remote testing with UserTesting. The former two options require significant time and preparation, while testing ...
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.
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.
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