After launching the Nestlé Nescafé Dolce Gusto concept successfully in Europe and other parts of the world, the U.S. launch encountered some challenges. AfterViolet was engaged to research “the first-user experience” of two machine models to uncover insights and make recommendations for both short and longer term improvements.
When first using a kitchen appliance, consumers expect the functionality to be wholly intuitive. Through extensive ethnographic research we found several areas that could improve the interaction between the machine, the coffee capsule system and the consumer. In the process, other usability insights were discovered and will be used to guide work on future innovations.
AfterViolet provided the U.S. Nescafé Dolce Gusto team with a prioritized list of action areas, addressing both system design and communication, along with a summary video that captured critical moments of concern from the ethnographic research. These findings were used to brief future work with Nestlé’s central design team in Switzerland. AfterViolet was subsequently engaged to redesign the user manual for the second-generation U.S. machine.