Launch’s Mobile Order & Pay solution has enabled the busiest Starbucks stores to serve more customers, increase revenue, adapt to a global pandemic, and improve customer satisfaction. One of the first quick-service restaurant pre-order apps in the world, the Starbucks app makes ordering fast and painless for customers - and very valuable for the company.
Digital Product Disruption
Mobile Order & Pay revolutionized the guest experience - and set Starbucks up to thrive in the digital age. Forrester calls it "the most successful mobile ordering app of all time." With over 30 million users, mobile ordering accounts for almost 20% of Starbucks's revenue.
Instant Location Awareness
One feature that makes the app so successful is the location-based experience. Our initial prototype proved how a location-enabled mobile app would improve speed and accuracy in drive-thru pickups. That meant less balking (people not ordering because of long wait times) and, as a result, more transactions.
“Launch was key to helping us truly transform our guest experience with Mobile Order & Pay. Their work on developing and prototyping the experience—which now accounts for over 16% of Starbucks revenue—was a product of creativity and innovation.”
Former Starbucks Chief Creative Officer and President of Global Innovation
Experience Design Engineering™ (XDE)
Launch designed the operational processes for both drive-through and in-store ordering. Our design leadership cast the philosophy that shaped the implementation, rollout, and ultimately the remarkable public adoption of the new ordering platform.
Customer Insights Via AI
With a loyalty program-driven app comes lots and lots of customer data. Using AI and machine learning, Starbucks creates automated personalized incentives, pushes new products, and influences consumer habits. Their CSO called personalization "the single biggest driver...of improved spend per member."