Caffè Nero Case Study. case study. How Yoyo Took Caffè Nero From Scoping To The No.1 Food & Drink App In 4 Months

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1 case study How Yoyo Took Caffè Nero From Scoping To The No.1 Food & Drink App In 4 Months

2 Customers love the Yoyo-built app Since its launch on 10th April 2017, the Yoyo-built and powered Caffè Nero app has been creating some very happy customers Average app store rating Average app store rating 942 ratings total 912 ratings total Fantastic App This is a lesson in how to design and build an awesome app. Intuitive, smart and efficient, the Nero app is one stop shop for both paying and collecting reward stamps. Deserves an award. byjohnc1976 for v via App Store (GB) Brilliant One word. Sums it all. I love not having to remember to carry the loyalty card around wherever I go. The app is a brilliant piece of engineering. Kudos to the whole team. by adarshr for v via App Store (GB)

3 Caffè Nero love driving customer behaviour Caffè Nero recently ran an Iced Drink campaign, awarding double stamps on every Ice Drink purchased. The results are outlined below: Baskets that contained an Iced Drink increased by 4085 (148%) Customers that purchased an Iced Drink increased by 3176 (215%) Spend on baskets containing an Iced Drink increased by (212%) ATV on baskets containing an Iced Drink increased by 1.27 (26%)

4 Introduction Built on a rock solid platform 60,000+ transactions handled in a day 90% transactions handled in under 2 seconds 99.67% uptime across usage 643 stores across UK and Ireland 300,000 monthly active users estimated by end of 2017

5 Introduction Understanding the partnership: When we work with external clients we collaborate with teams within the organisation to ensure that all requirements are clearly understood and delivery is both of the highest standard and on time. Here s how Yoyo took Caffè Nero from scoping to the No.1 Food & Drink app in less than four months

6 Breaking out the epics Requirement gathering January 2017 Design & Prototyping February 2017 Iterative development Soft launch UK wide QA UK wide staff training, marketing and support April 10th 2017 UK Launch April 2017 No. 1 in app stores

7 1 Requirement Gathering A series of kick-off meetings established requirements for: i. Consumer product ii. Data iii. Marketing iv. epos integration & Security vi. Platform & hosting vii. Reporting and financials Kanban A weekly meeting at Yoyo s offices was set up and a Kanban project management approach taken. Creating Epics One of the key outputs of this initial scoping stage was the identification of Epics. Epics are the large packets of work which form the bedrock of the resulting roadmap. For example, EPOS API integrations.

8 Breaking out the epics Requirement gathering January 2017 Design & Prototyping February 2017 Iterative development Soft launch UK wide QA UK wide staff training, marketing and support April 10th 2017 UK Launch April 2017 No. 1 in app stores

9 Breaking Out the Epics 2 Prioritising Epics Once Epics were established, they were prioritised and split into individual tasks and assigned to specific development teams. Trello Trello was used both as a central Product Roadmap and as a ticket tracking system in order to track the progress of Epics as well as to provide a medium for discussion on each epic.

10 Breaking out the epics Requirement gathering January 2017 Design & Prototyping February 2017 Iterative development Soft launch UK wide QA UK wide staff training, marketing and support April 10th 2017 UK Launch April 2017 No. 1 in app stores

11 3 Design & Prototyping Understanding customer journeys To kick things off, Caffè Nero s head office was set up with a Yoyo integration and scanner, allowing their team to use the existing Yoyo app, ensuring familiarity with a similar app, its functionality and UX experience. Rapid prototyping Yoyo operated a weekly UX/UI sprint process. This allowed the project teams at both companies to test and learn quickly within a structured environment. User Testing With every iteration of the app prototype we tested usability with real customers and gathered both quantitative and qualitative feedback.

12 Breaking out the epics Requirement gathering January 2017 Design & Prototyping February 2017 Iterative development Soft launch UK wide QA UK wide staff training, marketing and support April 10th 2017 UK Launch April 2017 No. 1 in app stores

13 4 Iterative Development Autonomous teams working in parallel With a finalised UX/UI prototype, autonomous teams within Yoyo began working in parallel across different features (eg. onboarding flow, store finder). Continuous Deployment Similar to the UX/UI phase, Yoyo took a continuous deployment approach, meaning the Caffè Nero team, via the beta app, could see work updates in real-time and feedback iteratively. Working with Applause Applause, an external testing company, was used to continuously test the beta app throughout the development process in order to highlight bugs early on. This ensured the app was virtually bug and crash free at the point of launch. Both the Android and ios app were greater than 99.7% crash free on Pilot launch.

14 Breaking out the epics Requirement gathering January 2017 Design & Prototyping February 2017 Iterative development Soft launch UK wide QA UK wide staff training, marketing and support April 10th 2017 UK Launch April 2017 No. 1 in app stores

15 5 Soft Launch Launch in Ireland With development complete, the decision was made to undertake a soft launch of the Caffè Nero app at 40 stores located across the Republic of Ireland and Northern Ireland. Operational testing on a small scale The pilot allowed Caffè Nero to test the wider operational elements of the app process, including: - EPOS testing - Marketing effectiveness - Training for staff - Support testing - Consumer adoption testing This was also a valuable point to collect staff and user feedback, as well as catch any outstanding bugs.

16 Breaking out the epics Requirement gathering January 2017 Design & Prototyping February 2017 Iterative development Soft launch UK wide QA UK wide staff training, marketing and support April 10th 2017 UK Launch April 2017 No. 1 in app stores

17 UK Wide QA 6 With the Ireland pilot successfully completed, Yoyo and Caffè Nero moved on to UK-wide QA activity. Technical QA Some companies build a near-finished product then test. Yoyo starts QA testing on day 1 of the project, putting an app prototype in the hands of hundreds of internal people (Yoyo staff, Nero staff, Applause staff). This approach meant there was no one QA period, rather Yoyo used continuous deployment to QA test (both unit and integration) for the duration of the project. Store QA With 643 stores and multiple stakeholders (regional managers, area managers and store managers), store QA presented a huge challenge for Yoyo and Caffè Nero. Yoyo managed the process asking every site to perform a number of tests covering all the major functions of the app - purchases, refunds, voucher redemptions, loyalty only transactions. Yoyo automatically monitored test completion as well as which store managers had participated. Only once every store and manager had completed their tests could the project move on. *NO EPOS QA NEEDED FOR THIS PROJECT

18 Breaking out the epics Requirement gathering January 2017 Design & Prototyping February 2017 Iterative development Soft launch UK wide QA UK wide staff training, marketing and support April 10th 2017 UK Launch April 2017 No. 1 in app stores

19 Training & Marketing 7 Marketing Yoyo provided consultancy and advice on best practice and consultancy for: Loyalty structure, Launch offers, Drip s and In-store and POS collateral. Training Caffè Nero, on Yoyo s advice, implemented a train the trainer approach, with every store manager receiving 10 app credit and two free coffee vouchers to help deepen their understanding. Support Yoyo agreed to manage all app-related customer support, setting up a Nero-branded Zendesk platform.

20 Breaking out the epics Requirement gathering January 2017 Design & Prototyping February 2017 Iterative development Soft launch UK wide QA UK wide staff training, marketing and support April 10th 2017 UK Launch April 2017 No. 1 in app stores

21 UK Launch 8 Launched 10th April The app was launched to national and trade press, with coverage driven by the Yoyo team

22 Breaking out the epics Requirement gathering January 2017 Design & Prototyping February 2017 Iterative development Soft launch UK wide QA UK wide staff training, marketing and support April 10th 2017 UK Launch April 2017 No. 1 in app stores

23 No. 1 in App stores 9 Getting user adoption right To drive user adoption, Yoyo and Caffè Nero created a launch plan for the app, which rolled out on 10th April. This covered: 1. National press coverage 2. Outreach to the existing database 3. In-store collateral 4. Cashier promotion Off the back of the approach, both the ios and Android apps shot to number one in their respective Food & Drink categories.

24 Customer service matters: Fast excellent service which understood exactly the issue of missing stamps and resolved it. Impressed with speed of resolution. Colin, May 14th Received an unexpected reply that demonstrated that my constructive comments were read and an explanation was provided of the development direction of the app. Ricky, June 12th I was very impressed with Min s support. I found him/her helpful, he/she addressed my concerns fully and the tone of writing was light and refreshing. Jo, June 12th

25 10 Post-launch Support Yoyo-led training Following the initial pilot launch in Ireland, Caffè Nero asked Yoyo to train their in-house support team on app related and wider customer service best practice. Weekly support meetings Yoyo s team continue to lead all app-related support for Caffè Nero, with weekly meetings and an open Slack channel used to ensure the two customer support teams work cohesively together. Feedback Customer support tickets are a great source of feedback for improvements and are regularly used to inform the app roadmap and wider user experience.

26 February 2017 Iterative development Soft launch UK wide QA UK wide staff training, marketing and support April 10th 2017 UK Launch April 2017 No. 1 in app stores Ongoing support and maintenance

27 11 Account Management Alongside Support, Yoyo and Caffè Nero continue to work closely together post-launch across four key areas: Account Management Weekly turning into fortnightly Account Management meetings to ensure KPIs are on track, whilst also addressing support issues and upcoming campaigns. Partnerships The app has allowed Caffè Nero to both expand the work undertaken with existing partners (o2, AMEX etc) as well as strengthen their proposition for potentially new partners. Platform testing Yoyo continues to run monthly load tests, ensuring 50% headroom for rapidly increasing usage. Product Roadmap Both Caffè Nero and Yoyo ensure the product never stands still, and as soon as the app was live, the next elements of the product roadmap, regarding quicker payment and smarter loyalty, were started on.

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