Not just a reporting tool, but a daily operational engine.
In retail, easy access to actionable insights can transform performance but many tools make it hard. Costa Coffee knew that. So we took the bold step of creating Costa Compass: a real-time store performance platform designed for managers, with managers.
Brought in to lead the design of Costa Compass, I partnered closely with product and operations leads to redefine the vision: make performance data actionable, accessible, and a daily companion for store teams.
Our idea was simple: empower managers with real-time, intuitive insights that drive better business outcomes.
We developed a new design strategy, pitched and secured buy-in from senior stakeholders, and anchored the product’s future around three key pillars: real-time KPIs, next-best-action insights, and a mobile-first experience.
Operating with a lean team, as a Lead Designer embedded within a small cross-functional squad working alongside a Product Owner, Data Scientist, and a focused Dev team — I led shape the experience strategy for Costa Compass.
Key wins included:
Mobile-first design: A fully responsive platform, usable across mobile, tablet, and laptop.
KPI prioritization: Collaborated with finance and ops teams to identify the highest-impact metrics (Net Sales, Waste, NPS, Margin, Loyalty Penetration).
Campaign tracking vision: Although not in MVP, we advocated for and scoped the integration of live campaign performance into future releases, directly addressing user needs.
Creative simplicity: Focused on intuitive layouts, purposeful navigation, and eliminating cognitive overload, based on iterative user testing.
From the beginning, we embedded store managers into the design process — validating prototypes across 5 regions, 3 store types, and a range of user profiles (retail, concession, drive-through).
User feedback highlighted:
1. Strong positive reactions to simplicity and ease of use
2. Requests for national/regional campaign performance visibility
3. Enthusiasm around the potential to save time and improve daily decision-making
Our future roadmap, including AI-driven recommendations and campaign live tracking is directly shaped by this feedback.
Costa Compass reimagines how store teams interact with performance data.
It’s not just a tool for reporting, it’s a tool for action. By designing with users at the center, we transformed fragmented reporting into a unified, real-time operational platform, setting the foundation for long-term growth, innovation, and store success.
From static spreadsheets to real-time actionable insights, Costa’s store managers are now equipped with a tool built for their needs, designed for action, and ready to evolve with the business.
