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World’s largest coffeehouse chain lost its sheen


The client faced growing competition from small independent cafes and larger chain rivals, who had improved their offer. 


In this environment, they realised they were “failing to communicate their passion for coffee”.



A three-person trends & insights team conducted a global audit of stores in ten markets, with supporting desk research, seeking out best practice in industry 

and beyond. 

We formulated our findings & suggestions across environmental design, communications, staff behaviour & sensorial experiences. 


The project informed an ideation workshop with senior executives. 

The outputs were synthesised into a fundamentally new offering that included a Brand extension, Retail design, 

Communications and Service rituals.

The concept has reignited brand’s confidence, passion & reputation and is now being rolled out globally.

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