Nespresso

Design sprintDelivery experienceE-commerce
In a boutique, Nespresso is an experience. Online, it was a box on the doorstep. We made the wait part of it.
  • 2firms pitched to Nespresso Canada at the eCOM Lab. Libéo's approach was chosen.
  • 2days of design sprint, on August 31 and September 1, 2017
  • 4moments in the new delivery journey, from the confirmation to the recycled capsule
Between the click and the coffee, there's a delivery. For most brands, that's the part nobody designs.

In 2017, the eCOM Lab of eCOM MTL put brands' real challenges to digital firms. Nespresso Canada brought two challenges, and Libéo pitched both. Nespresso chose our approach to the first: how can the delivery of online orders improve the customer experience, reflect the brand's ambitions and meet customers' expectations?

We answered with a two-day design sprint and a proof of concept. I designed the concept and the screens of the prototype: one journey, from the purchase confirmation to the recycled capsule, where waiting becomes part of the experience.

The challenge. How can delivery make online shopping feel like the brand, and live up to what customers expect?
The pitch. August 1, 2017, at Nespresso in Montréal, against one other firm. Libéo was chosen three days later.
The sprint. Two days to map the delivery experience, sketch, pick and shape one journey.
The prototype. Screens for each moment, finished on September 12, the day before eCOM MTL opened.

Where Nespresso Canada is today

Recycling, the last step of the journey we redesigned, has grown since 2017. In 2025, Nespresso Canada and Éco Entreprises Québec opened green-bag capsule recycling to every municipality in Québec: used capsules now go in the household recycling bin. Source: Packaging Europe.

Curious to know more?

The full story, with the screens and the workshop details, is best told in person. Book 30 minutes with me to talk about it.

Book 30 minutes
A design sprint for Nespresso Canada at the eCOM Lab 2017: delivery redesigned as part of the brand, from a confirmation that keeps its promise to a Discovery Box and a recycling score designed to bring customers back.

Credits

Design sprint, concept and prototype design
Jean-Sébastien Daigle · Libéo
Design sprint
Éric Letarte · Libéo
Design sprint
Marc Boivin · Libéo
Client
Nespresso Canada
Program
eCOM Lab, eCOM MTL