Brewing loyalty, one coffee at a time

Impact

• 60’000 lattes served
• 100 users per minute
• 10k coffee subscriptions in 3 months

Costs were climbing. Sales were stalling. And a quick scan of the competitive landscape confirmed it: our client’s digital experience was falling short.

We were brought in to answer one simple, but difficult to answer question — how do we reduce cost to serve while growing ticket size and order frequency of loyal customers?

Not just coffee

We started with people. Through contextual interviews, ethnographic research, and a deep dive into customer journeys, we uncovered gaps between expectation and experience. A CX audit and trend analysis helped us reframe the brand’s role in daily routines — not just coffee, but connection, habit, and value.

Coffee subscription

We prototyped and piloted a coffee subscription model — frictionless, personalised, and primed for repeat use. Backed by a strategic product roadmap, the business is expanding the model to other drinks and day foods.

The results

60,000 lattes served
10,000 subscriptions in the first 3 months
100 users per minute at peak times