Operations

Starbucks transforming US stores

Understanding that the customer experience will never be the same even when COVID-19 is in the rearview mirror, Starbucks is doubling down on its digital formats.

All photos provided by Starbucks.

June 10, 2020

Understanding that the customer experience will never be the same, even when COVID-19 is in the rearview mirror, Starbucks is rolling out more digital formats in U.S. stores. Over the next 18 months, the coffee giant will add drive-thru, curbside pickup options and Starbucks pickup-only locations via the Starbucks App, which includes 19.4 million Starbucks Rewards members.

"Starbucks stores have always been known as the 'third place,' a welcoming place outside of our home and work where we connect over a cup of coffee," CEO Kevin Johnson said in a company press release. "As we navigate through the COVID-19 crisis, we are accelerating our store transformation plans to address the realities of the current situation, while still providing a safe, familiar and convenient experience for our customers.”  

The chain is also renovating some store layouts, including the addition of a separate counter for mobile orders at high-volume stores, which will make it easier for customers and delivery couriers to pick up their orders. The design, according to the company, will allow employees to focus on the customer and craft beverages.

Johnson said his goal was to blend the traditional sit-and-stay cafe with on-the-go experiences, which means repositioning some locations. 

Starbucks Coffee Company has over 32,000 stores around the globe.