Case Study: Costa Coffee achieves stronger digital engagement and loyalty with UserTesting

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

Costa Coffee worked with UserTesting to improve its digital customer experiences before launching new programs such as its Express vending machine touchscreen ordering, Click & Collect pre-orders, app-based digital voucher redemption, and promotions tied to the 2021 UEFA Euros and Summer Olympics. By testing with potential and existing customers, Costa Coffee gained fast insight from younger audiences and its core customer base to ensure the experiences would work well and be enjoyable.

UserTesting helped Costa Coffee validate and refine these initiatives, supporting a stronger digital transformation across ordering and loyalty. The results included a 12% increase in app visits, a 9% improvement in Click & Collect conversions, a 1,500% rise in Click & Collect transactions over three years, and a 50% increase in Contactless Express transactions over six months, along with 80,000 new Costa Coffee Club registrations during the Euros campaign.

Costa Coffee

Dave Adamson

Senior Manager - Global Digital Experience Design