Portland in Caffè Ritazza overhaul

Portland is working to overhaul the customer experience for the Caffè Ritazza brand of coffee shops, found at railway stations and airports around the world.

The project includes looking at the planning and interior design of its cafés, how products are packaged, displayed and served, and developing channels of communication with customers.

The consultancy was appointed directly to the project by Caffè Ritazza owner SSP at the end of last year, according the Portland managing director Ibrahim Ibrahim. He says, ‘They want to understand the future of customer experience.’

Lewis Allen, director of environments at Portland, says, ‘We want to help shape the next generation of Caffè Ritazza outlets. So while working on the refurbishment project, there will also be an opportunity to introduce new thinking into the planning, design and brand communications so we can create differentiation as well as making the format more appealing to airport and rail station operators.’

The new work, which is still at the planning stage, is set to be trialled at new and existing sites over the next few months, before rolling out to other Caffè Ritazza outlets.

Caffè Ritazza operates more than 130 branches in 21 countries, including the UK.

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