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Espresso House

Creating a frictionless experience, driving loyalty and increasing customer spend

Client: Espresso House

Services: Service Design, Product Design, Software Engineering, Data Analytics

Challenge

Espresso House needed a way to better service their customers through digital channels. With ever-increasing competition from the market, they needed to act fast to deliver on their goals of increasing customer retention & loyalty and to maximise revenue.

Solution

Umain's multi-disciplinary team mapped out detailed customer journeys, to understand and validate Espresso House customers' needs. We then designed and developed a digital product providing customer services such as pre-order, enabling customers to pick up their favourite latte or salad as soon as they enter their preferred Espresso House coffee shop. Other features launched, now much adopted and loved by customers, include favourite orders and coffee subscriptions.

Impact

Since the launch of the Espresso House mobile app, including the pre-order functionality, customer sign-ups to their loyalty programme, active users and mobile purchases have all steadily increased, including some notable milestones to date;

  • 600,000 monthly active users
  • 1.2 million total app downloads
  • 3,500 daily purchases
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