Case Study: Starbucks achieves a 20% lift in average ticket with ProKarma’s redesigned drive-thru experience

Starbucks drive-thru customer experience redesigned

Starbucks partnered with ProKarma to redesign its drive-thru customer experience. The challenge was to improve a highly competitive, high-traffic channel where speed of service was the top customer priority, while still delivering the convenience and personalization Starbucks customers expect. ProKarma began with primary research and customer observations, then defined business strategy, customer scenarios, and functional requirements for the new experience.

ProKarma implemented a scalable drive-thru solution that included centralized menu-board management, digital lane instrumentation, and integration with Starbucks’ loyalty payment platform. Working with Starbucks IT, ProKarma supported hardware and software selection and piloted multiple platforms to ensure stability and customer-facing value. The result was a 20% lift in average ticket and $400 million in new revenue, alongside an improved customer experience.

Starbucks