COSTA

COSTA DIGITAL

Transforming the Costa relationship with an
 engaging customer experience

CHALLENGE

Under threat from challenger brands and changing customer expectations, Costa were feeling the pressure.

Our challenge was to help Costa maintain their position as market leader by improving their digital experience.

SOLUTION

WE BEGAN WITH A RESEARCH PROGRAMME COMPROMISING OF OBSERVATIONAL ANALYSIS, USER TESTING AND DIGITAL BEHAVIOURAL DATA.

WE BEGAN WITH A RESEARCH PROGRAMME COMPROMISING OF OBSERVATIONAL ANALYSIS, USER TESTING AND DIGITAL BEHAVIOURAL DATA.

The programme found that Costa’s website performed several vital customer benefits.

These included securing access to rewards and special deals, locating nearby stores and understanding products in more detail.

Using the existing customer benefits as a starting point, we prioritised a list of journeys,
to redesign, remap and then reskin with a refreshed visual and verbal identity.

We redesigned through the lens of
customer needs.

During five, two-week sprints a cross functional team comprise of designers, strategists and engineers worked through and agile delivery plan in collaboration with Costa’s internal teams.

At the end of the sprints, we delivered a component library and style guide, which the in-house teams could use to re-work the remainder of the website. It went on to be used by other territories and across all channels.

IMPACT

JUST FOUR WEEKS AFTER LAUNCH CLUB REGISTRATIONS HAD INCREASED FROM 43% TO 67%.

JUST FOUR WEEKS AFTER LAUNCH CLUB REGISTRATIONS HAD INCREASED FROM 43% TO 67%.

INTERESTED
IN PARTNERING
WITH US?
We love a challenge big or small, local or global. So don’t hestiate to reach out.
LAURA
BROWN
078 0122 1917

Start typing and press Enter to search