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Ferrero — Nutella Personalisation

An in-store personalisation experience built for high-footfall retail — fast to use, brand-safe by design, and stable under real-world conditions.

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The brief

Nutella’s in-store personalisation needed to feel simple for customers, while staying tightly controlled behind the scenes. The experience had to work quickly in busy retail environments, without compromising brand rules or reliability.

This wasn’t a demo experience — it had to behave consistently all day, handle queues, and remain predictable for store teams.

In-store, edge cases aren’t rare — they’re the norm: rushed users, partial attention, and zero patience for friction.

Real-world scale

Deployed across 70 stores, designed for rapid throughput and repeatable rollout.

High-footfall ready

Built for fast interactions — clear steps, minimal confusion, and an experience that holds up when the store is busy.

Brand-safe constraints

Content rules and guardrails designed in from day one — protecting the brand while keeping the customer flow smooth.

Operational stability

Reliability and predictability mattered more than cleverness — with sensible fallbacks and predictable behaviour.

What made it hard

Speed without compromise. The flow had to stay quick, but still enforce rules properly.
Controlled content. Personalisation is only safe when constraints are unmissable and consistent.
Retail reality. Busy environments, mixed users, and the need for predictable behaviour all day.
Repeatable rollout. A solution that could be deployed consistently across many locations.

Outcomes

Reliable in-store throughput

A customer flow designed to keep queues moving, without creating staff intervention points.

Brand rules held consistently

Constraints and checks that keep personalisation within safe boundaries, without making the experience feel restrictive.

A repeatable delivery pattern

Built in a way that supports consistent rollout and predictable operation across multiple store locations.

How people used it

Customers could personalise quickly with clear steps and guardrails. Store teams didn’t need to “manage the software” — it was designed to run calmly in the background while the experience stayed front-and-centre.

Tech notes

Kiosk-style delivery with controlled content handling, operational monitoring, and a secure backend approach designed to protect brand rules. Implemented with pragmatic web technologies and a focus on stability and repeatability.

Need something that works in the real world?

If your product has to be fast, controlled, and dependable — especially in public or high-footfall settings — we can help you shape it into something calm to operate and easy to trust.

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