Why the Costa Coffee Club app UX leaves a bitter taste

5 thoughts on “Why the Costa Coffee Club app UX leaves a bitter taste”

  1. mike_white says:

    I just used a QR-display app and my Costa number – works for me.

  2. Mark says:

    The problem for me is that the app requires name, number, home address and optionally location services to be switched on. You then tick a box to say you’re over 14. 14!!! If I were a parent I would not want a seemingly benign app knowing everything about my child and possibly following every move they make.

  3. Sarah says:

    Very good article, using an example of how bad user journey design gets implemented into bad user experience. Ultimately it looks like Costa didn’t think about the end user’s needs when they designed their system.

    1. Chris Mears says:

      Thanks for the comment Sarah. Luckily it looks like they have begun to address some of the issues. The latest update of the app bought in offline functionality.

  4. Tom Corser says:

    Couldn’t agree more. The app should be a positive extension to what exists already – at the very least providing an experience that’s as simple as pulling the loyalty card from your wallet. Scrap the ‘home screen’, provide the QR code immediately. Done.

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