Inside Costa Coffee’s store re-design programme

It features brighter interiors and more self-serve kiosks.

Balancing the needs of consumers who want to sit down and have a great coffee experience with those who want speed of service and convenience has Costa Coffee working towards a re-design programme to create the store of the future.

This has been particularly present in its latest new reopenings in Tooley and Liverpool.

In the report analysing the UK’s state coffee consumption and its wider social and economic environment commissioned by Costa Coffee, it was revealed that 30% of consumers are more likely to visit coffee shops that allow customisation and consumers are twice as likely to customise if they use a digital ordering screen than at the counter.

In a quick interview, Nick Ridley, Property and Store Development Director at Costa Coffee spoke about what’s going to be new in Costa Coffee’s stores as they elevate both convenience and experience.

Could you share some more specific details on how the newly uplifted Tooley Street location is different from other Costa Coffee shops?  

As part of our nationwide store refresh programme, we are updating existing Costa Coffee stores across the UK. We are also giving a selected number of stores, such as our London Tooley Street store, some extra special treatment –  highlighting our latest advancements in technology, design, and merchandising. Within these stores, we are giving our customers an elevated, convenient, and enhanced coffee experience.  

Key new features include digital self-ordering screens, perfect for on-the-go customers wanting to pick up their favourite Costa coffee. The store's interior will also be revamped to be lighter, brighter, and more vibrant, featuring bespoke artwork and new furniture. Additionally, new display units and fridges highlight our delicious lunch menu, along with freshly baked pastries and sweet treats. 

Why the need for a new design? What were your reasons for this new strategy?  

Our store refresh plans are designed to update our stores and introduce the latest innovations within a revitalised environment. The primary reason for this new strategy is to better meet the needs of our customers and enhance their coffee experience when they visit our stores. Our goal is to ensure every visit to Costa Coffee is enjoyable, convenient, and memorable. 

Could you share some insights into the scale of investment required for the recent refurbishments?  

We are excited to be investing in our stores across the UK, uplifting our locations which are placed on high streets, shopping centres, retail parks, drive-thrus, travel locations, and concessions. This commitment reflects our dedication to providing more customers nationwide with a refreshed and enhanced Costa Coffee experience. 

What are your plans for expanding these new designs? Will you be transforming all Costa Coffee Shops or only a select few?  

Our store refresh programme allows us to update many of our locations, tailoring solutions to best meet the needs of our customers. All refreshed stores will feature a modern, lighter, and brighter atmosphere. 

How do you identify which location you should start with?  

We invest in and update our stores regularly, guided by a customer-centric approach. Our teams work diligently to develop and deliver solutions that meet the needs of our customers, which helps us identify the locations where we want to invest in. 

What's the overall goal of the new design business-wise?  

Our goal is to continually innovate and reinvent ourselves to ensure our offerings, propositions, and stores align with our customer's needs. We aim to create spaces where customers can be productive, creative, or simply have fun, enhancing their overall experience and satisfaction. 

What can we expect from Costa Coffee in the near and long term?  

In the near and long term, customers can expect a more seamless experience in our stores, with a lighter, brighter, and more vibrant environment to relax in. As the Nation’s Favourite Coffee Shop, we are committed to elevating the coffee journey for our customers while maintaining the same great quality, hand-crafted coffee they love across our entire property estate.