Customer journey mapping
Building intuitive, satisfying journeys for customers that span across physical retail, comms, and digital domains.
Customer Experience Strategy
Defining the customer experience and journey to engage and delight.
CUSTOMER EXPERIENCE STRATEGY
Strategy is the foundation of great customer experience.
By defining clear pillars of activity- the foundational touchpoints of the customer experience- we create a blueprint for activity that guides the entire creative process. These pillars do more than inform our designers’ explorations; they shape the emotional and functional journey that is built, ensuring our developed concepts are always purposeful and remain aligned with brand values.
We believe that this approach elevates ideas into experiences that are not just seen, they connect, captivate, and leave a lasting impression.
DEFINING THE CUSTOMER EXPERIENCE
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Product and service offer
Supporting in defining the right product, right time approach to retail. How can your offer be elevated, streamlined, expanded to meet changes in demand?
Defining purpose for retail
A confident and purposeful approach to retail design has a foundation in strategic thinking. Ensure What, Why, and How are clear.
Experience architecture
Designing innovative experiences to inspire and delight at retail. Giving customers reason to engage and to share.
RELATED SUB-SERVICES
Research
Providing context.
Our creative curiosity uncovers trends, behaviours, and data that inform bold retail strategies and award-winning store concepts.
Trends & Insight
Interpreting and evaluating.
Our insight team identifies emerging trends that keep our creative thinking at the forefront of the industry.
Brand Strategy
Positioning and personality.
Brand strategy creates tone of voice- defining the personality that connects with customers.
