Caribou

When you desperately need coffee at 6am, the last thing you care about is your coffee company’s mobile app. But what if that app could get you your coffee faster? Now there’s something worth getting excited about.

Background

Caribou Coffee is the second largest company-operated premium coffeehouse in the United States

Caribou believes “that if passion, hard work and excellence go into an endeavor, the outcome will be a quality experience.” Unfortunately, Caribou’s app had a rating of 2 out of 5 stars on the app store. They knew they needed to improve their app to provide a quality experience for their customers.

Challenge

As providers of a premium hospitality experience, Caribou knew that their mobile application was a critical component of their overall customer experience. The poor rating was an indication that consumers were unhappy—they no longer trusted the Caribou brand to provide the best app experience possible. Caribou challenged Shockoe to rebuild their mobile app in a way that would improve their customer’s digital experience, thereby enhancing the overall shopping experience and brand perception.

Solution

Shockoe identified that the original version of the app had poor architecture, security concerns, and bugs that all amounted to a poor user experience. With that in mind, Shockoe assisted with design, architecture, and development on a new Caribou app, providing a more stable and enjoyable experience for Caribou’s customers.

Results

Within a year of our engagement, Caribou’s app increased from 2 to 4.5 stars on the App store.

Process & Approach

Shockoe conducted an in-depth review of the architecture, not only for the app but also Caribou’s API Management, Service Bus, Customer Relationship Management, Loyalty Rewards System and all other points of integration. This was important to ensure the correct systems were in place to support the business goals and app experience. Through this assessment, enhancements were identified to improve the app’s user experience and processes to ensure customer data was protected. Shockoe created an overall strategy and approach to accomplish the identified opportunities, as well as built technical documentation of the current system and future processes.

Features & Technologies

  • Digital Offer Platform
  • Store Locator
  • Customer Rewards System
  • Specialty Drink Ingredient/Makeup Tracking
  • Social Sharing
  • Push Notifications
  • Custom Profile Creation
  • iOS and Android
  • Axway Appcelerator Platform
  • Custom Loyalty
  • Microsoft Azure
  • Microsoft Dynamics CRM
  • Sitecore CMS

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