How Tropical Smoothie Cafe built a 4.9 star mobile app.

Building and launching a branded mobile app.

As a growing brand, Tropical Smoothie Cafe® relied heavily on 3rd party, white-label solutions within its app, limiting its ability to control the customer experience. As the app grew in popularity, the digital team felt there was an opportunity for the app to better reflect the brand and deliver an enhanced great guest experience.

Working with Quantum Metric, Tropical Smoothie Cafe was able to gain visibility into how its app was performing and use the context provided by session replay to build a custom branded application that was personalized to their guest needs.

Designing seamless order experiences to minimize drop-offs.

Since launching its mobile app, Tropical Smoothie Cafe has been able to respond to issues faster and uncover opportunities to optimize the guest experience.

In one instance, the team was alerted to an issue with guests ordering from the wrong locations. With Quantum Metric, the team was able to quickly determine that the issue was caused by the fact that the list of nearby cafe addresses and the map of cafes were on different pages.

By updating the app to combine the list view and map view, they saw a 70% decrease in the drop off rate for customers moving beyond this part of the flow, as well as a decrease in the number of orders that needed to be refunded.

Impact.

• Ability to identify issues and a fix within 12-24 hours, versus the weeks it previously took.
• Improved guest conversions across the checkout flow.
• Increased star rating in app store from a 3.5 to 4.9 and continued maintenance of that rating.