Defining the new store experience for Costa Coffee
Costa Coffee
OVERVIEW
The Nation’s favourite coffee shop was losing its appeal and needed to create positive differentiation in a crowded marketplace.
No stone was left unturned in defining the new store experience, with the vision to align the whole experience with Costa Coffee’s brand personality traits of Courageous, Playful and Passionate.
The results have addressed all touch points of the brand experience, from service to setting, with an operational poise (highlighting the skill of the barista), to the warm,
natural interior aesthetic conveyed through the lighting, and furniture choice. For a brand with over 2,500 stores in the UK, a sense of individuality was key, so the design solution involved the development of a kit of parts that allowed each site to create uniqueness through materials, furniture choice and hand-crafted bespoke artworks.
After successful trials, the scheme has been developed into a series of global guidelines, maintaining brand consistency across all markets.
Post transformation, stores have seen sustained double-digit sale increases
and a rise in Net Promoter Score.
Explore further . . .
costa coffee - guidelines
waitrose