Year
2017 (2 weeks)
Client
Costa Coffee
Role
UX Design
Costa website designs (pitch-work)
Reviewing & redesigned key journeys within the website, such as setting up your loyalty card, locating your nearest Costa, looking through the menu and purchasing a Costa voucher.
Pitch Goals
Mobile first
design approach
Brand & UX
working frictionlessly together
Best practice
UX & creative design
Discover & Define
GUERRILLA RESEARCH
visited Costa’s & competitor brands outside London to user research & testing on their existing website.
SURVEY
Wrote & analysed a quantitative online survey
Insights & Strategy
There are two core experiences
In-store - relaxed environment, welcoming, leisurely
To Go - convenience, personalisation,
Knowledge of the nutrition is important when they purchase food
Make it easier for people to make informed choices
Users are loyal due to convenience, they visit the same chain if in a new town
Reward loyalty, make Costa the only viable choice.
Store locator was really hard to use and expected it to open up in google maps
Make it easier for people to use the store locator natively
Key pain points are in-store queuing and slow service
Pre-ordering or large orders delivery service
Define & Design
USER FLOWS
I listed out the steps for each scenario to design the wire flows to
WIREFRAMES
UX Scamps & Wires for the two on-site user journeys
DESIGN & REVIEWS Working with UI & Content, to present REG to UX, Strategy & Creative Directors
The journeys
Returning user On the go professional pre-ordering his breakfast to pick up on the way to work
Design Objectives Convenience. Ease. Personalisation
New user Joining the coffee club & buying a gift-card
Design Objectives Convenience. Friendliness. Incentivisation. Delight
Personalisation
Such as recommendations for what to order based on previous selection or according to the time of day the users visit the site. Suggestions of your nearest Costa based on current location.
Convenience & Usability
An optimised store locator, helpful filtering options, an easier way to sign up to the club, and a quick way to re-order purchases.
Informed Choice
Dietary filters, easily accessible nutritional information and a calorie calculator.
Branding & ToV
Creative, visual & friendlier ways of displaying content and copy which gives the brand a more inviting tone of voice.
Other projects
NIKE
Aftercare service
LOWELL FINANCIAL
Welcome communications
GREEN PARK CONTENT
User research