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.
