Costa App Customer Journey Map Positive Experience Negative Experience 5 4 3 2 1 2 3 4 5 Finding & downloading the app Sign up, personalised through birthday & email Maybe link user sign up to social media accounts Opt in/Opt out comms option Registration User Cant do anything with the bonus 'bean'' registration 'bean' to encourage purchase of costa products Not much of a guide through app features Order Feature discovery Apple wallet Order @ Machine Large menu option range click & collect, Delivery or Machine Delivery option takes Select nearest store user out of the app through geo-location experience. Could give user a Select beverage based recommendation for ideal on store availability with order option based on location full menu options Payment through apple pay or setup new payment method Complete payment confirmation & bean earned 2022 MMR Competitor Analysis 03