Case Study: Costa Coffee improves customer experience and boosts Click & Collect with UserTesting

Costa Coffee boosts Click & Collect transactions 1,500% with UserTesting

Costa Coffee, a global coffeehouse chain, sought to reach younger audiences and improve its digital customer experiences. The challenge involved efficiently testing new features, like their app's pre-order function, beyond slower in-person methods. They turned to the vendor UserTesting, utilizing their Contributor Network and Figma prototype testing for rapid, remote consumer insights.

UserTesting provided the solution by enabling Costa's digital design team to quickly gather feedback on key products like the mobile app, kiosks, and vending machines. This human insight helped streamline experiences such as the Click & Collect checkout. The results were significant, including a 1,500% increase in Click & Collect transactions over three years, a 12% rise in app visits for a loyalty relaunch, and the engagement of 80,000 new football fans as club members.

Costa Coffee