Starbucks

What it does

The Starbucks app serves as a digital companion to the in-store experience. Its primary function is to allow customers to order and pay for drinks and food ahead of time for quick pickup. The app is also the central hub for the Starbucks Rewards program, enabling users to earn Stars, redeem rewards, and manage their payment methods and gift cards.

Where it shines

The app excels in its detailed product customization. When ordering a drink like the Peppermint Mocha (01:46), users can modify nearly every ingredient, from the type of milk to the number of espresso shots and syrup pumps. This level of granular control successfully translates the brand's key in-store value proposition to the digital interface. The store locator is also well-integrated, using a map and list view to help users find locations, although its initial state showing only closed stores (01:05) seems like a bug.

UX highlights

Clear Information Hierarchy: The menu is broken down into logical categories like 'Home for the Holidays' and 'Drinks,' making navigation intuitive (00:54).
Persistent Cart Access: A floating basket icon with an item counter is always visible in the bottom right corner, providing constant access to the current order.
Contextual Prompts: The app waits until a user tries to perform a restricted action, like ordering ahead, to prompt for account creation (01:40), making the request relevant.
Real-time Validation: The sign-up form provides immediate feedback on password strength and requirements, preventing submission errors (00:30).
Integrated Gift Cards: The gift card section is extensive, with numerous categories and designs that can be easily sent to a recipient (05:04).

Monetization & growth

The app's monetization is directly tied to product sales. There are no subscription tiers or paywalls visible. Instead, the app is a channel to facilitate purchases and increase customer lifetime value through the Starbucks Rewards loyalty program. Growth is encouraged by gating convenience features like 'Order Ahead' behind account creation. The prominent gift card functionality (05:03) also serves as both a revenue stream and a user acquisition tool, as recipients are encouraged to download the app.

Who it’s for

The app is designed for regular Starbucks customers. The primary use cases are for individuals who want to save time by skipping the line or who are invested in the loyalty program to earn free items. It also appeals to anyone looking to send a quick, convenient digital gift card. The deep customization features cater particularly well to seasoned customers with specific drink preferences.

Notes & opportunities

The most significant friction point is the generic "system error" encountered during sign-up (00:43). This is a conversion killer and provides no path forward for the user. Additionally, the store locator's default view showing only closed stores (01:05) is confusing and requires the user to manually filter or search to find an open location. Improving error handling and fixing the store locator logic would create a much smoother experience.