UK
Costa Coffee set an ambitious target: reduce customer wait times by 47 seconds across 2,500 UK stores and develop learnings to inform global operations.
We supported a transformation project with Costa’s Development and Operational Excellence teams, mapping the full customer journey to identify improvement opportunities. Central to the project was creating and leading an agile experimentation programme for rapid solution testing and iteration.
Using a revolutionary Digital Twin model, we tested hypotheses virtually before real-world trials, refining strategies efficiently and minimising disruption.
Key initiatives included workflow optimisation, iced drink preparation efficiencies, targeted automation, streamlined guest flow and an enhanced omnichannel ordering experience—all improving efficiency and speed without compromising quality.
The project delivered a significant reduction in wait times across Costa’s UK estate.
“Partnering with Think Hospitality was instrumental in delivering this complex transformation. Their leadership in pioneering the use of a Digital Twin model allowed us to test and validate innovations at speed. This approach created a blueprint for future operational excellence across our global network.”Matt Griffin, Global Retail Strategy Manager, Innovation & Propositions, Costa Coffee
