Lavazza Italy's first Smart Coffee Machine powered by Alexa.
Lavazzy Voicy A MODO MIO — Your new trusted barista
Team
Tangity
NTT DATA
Lavazza
Amazon
K+
Services
Content Design
UX and Service Design
UX Writing
Interaction Design
IoT
Studios
Milan
Rome
Duration
14 months
The challenge
When we were called to design the experience of Voicy, Lavazza’s first Alexa Smart Coffee Machine, our aim was to enhance the coffee moment by linking a series of services to the product. At the same time, we aimed to broaden the scope of the Lavazza’s historic claim —“at home like at the bar” — by replicating the experience with a trusted barista who knows their clients’ tastes, understands their rhythms and purchase preferences.
However, Lavazza did not just want to become the first Italian coffee machine player with Alexa integration but, instead, use data analysis to gain a better understanding of their consumers and offer a new way of purchasing Lavazza capsules, extending the company’s presence on the global market and positioning Voicy as a smart home product accessible to everyone.
The methodology
To enhance the coffee moment in a new way, we linked a series of services to the product.
First, we defined custom skills identifying use cases; then we moved on to designing the conversations.
The design concept revolves around the value of simplicity: the product must be immediately understandable to become part of people's habits.
The experience must be fluid and harmonious on all devices: voice, app, display of the coffee machine.
We used a collaborative approach to define the perimeter in co-design sessions with the customer and the partner who was designing the app. To work in groups, we have chosen a narrative tool, the storyframes. This approach allowed us to fully immerse ourselves in the experience, identifying both the micro-moments as well as high-level objectives.
The insight
In our concept, the use cases had to be specific. For this unique vocal experience, we needed to define a clear perimeter to be effective, after which we could design dialogues starting from real human conversations.
The solution
Thanks to our cooperation, Lavazza was able to define the flow of the first smart coffee machine. We’ve designed a personalized experience that gives users the sensation of having their trusted bartender right in the comfort of their home.
Now, Lavazza Voicy can:
Make personalized coffee
Associate a personalized coffee to the voice of a user
Guide the user step-by-step through the descaling process
Explain FAQs
Provide a privileged access to customer care
Receive tutorials via app
Get alert explanations
Remind users of their friends' coffee preferences (milk, sugar, toppings, etc)
Provide information on usage statistics
Update the number of capsules available and indicate when to buy new ones
