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Help Marks & Spencer understand and bring to life the future customer experience so that, in turn, they can help to shape thier organisation around the future customer.
We brought to life a future, aspirational customer experience through a vivid visual design language. This aligned perfectly with how M&S enjoyed cascading and communicating within its business, which made it exciting and entertaining for stakeholders to understand and enage with.
Transformation across M&S through the connected retail programme is expected to generate a 2% growth in LFL sales through until 2018.
Putting up a huge building in the middle of a busy and bustling city centre campus is not exactly plain sailing. Making sure what goes inside the building is quite another. The modern student expects everything ñ the here and the now ñ an experience throughout their time at University that needs supporting both socially and academically. Enter the life centre. A hub for all things student from academic learning services to support mechanisms. Every inch of the experience considered ñ so students leave with a spring in their step, not dragging their heels.
Help Cardiff University craft a new service design and customer experience methodology to meet the wants, needs & expectations fo students up to 2020.
We created a completely new student experience and serivce design programme from scratch. This considered every element of the student experience from student support to academic registry.
Our new student experience programme is expected to place Cardiff at the forefront of student experience as well as supporting investment of around £45m in new student facilities. This in turn is expected to generate a 7% increase in student numbers LFL until 2020.
Trains. In this country they are synonymous with delays, things that are broken, uncomfortable seats, armpits, luggage, sticky carpets and rip-off ticket prices. Perhaps more like a One Direction gig, without One Direction. Anyhow, in contrast to the things we all think we’d love trains to do better, toilets are apparently high up the list. In the not too distant future, Eurostar wont be the only operator taking you on a train ride to Europe, but because they have the best toilets, they’re the only one you’ll pick.
Help Eurostar create and communicate thier future customer experience at a senior level within thier organisation.
We brought to life the customer experience through three different passenger types, exposing a number of lenses which revealed different passenger choices as they progressed along thier journey.
The future customer experience was adopted as a proposition and is due to begin rollout in 2017. It is expected to cement Eurostar as the only choice for transcontiential travel from the UK to Europe at a time when the channel tunnel is opened to other train operators.
Paying. Adorned by wearables and wallets, phones, pens and even tags… What next? Eyes, ears, what about mouth, or socks, or nothing at all? The future of tilling is all about this, a crystal ball – gazing into the consumers worst nightmare, the elimination of the card, the introduction of the nothing. Walk through a gate and have your shopping counted, why not pay with your new Barclaycard glove? Ulimate convenience, imagined, forecasted and predicted.
Predicting the future isn’t easy, most endeavours of flying cars and personal jet packs are long gone. But imagine; unaffordable energy and a world with little natural resources – these things are more likely and more precious. Our work with John Lewis is helping to hedge against this. In the future, we wont be counting the pennies, but counting the carbon.
Becoming the World’s most sustainable retailer, a hard task indeed. Never waning in ambition, and always operating in upmost earnest, this was an opportunity that just had to be grabbed. The only problem, what exactly does being the World’s most sustainable retailer look like?
AMOSSHE. No exotic vegetables here. The student services organisation comes to Bristol. A pea soup of marketing heavyweights, student experience experts and support centre gurus. Our job, to turn the pea soup into a gourmet Amuse-bouche – to redefine the conference feel, modernise the brand and professionalise the order of play.
My Store Workspace. In the past we had paper, pens, mailbags and red cabinets. Policies and guides scattered everywhere, in every form – if you wanted to get something out there, you’d need to jump through hoops, traverse a trapeze and be a genius at writing attention grabbing copy. Bolt on buying the right people as much coffee as possible and being that champion of smalltalk in the lift, made your message a hard task to deliver. Enter the new MSW. A one stop shop for everything a shop needs, with dynamic indexing and clever content management, all your messages are an easy click away.
The Mobility Unit. Before we came along, this is exactly the sort of turn-off that the modern student is just fed up with. No one in their right mind is going to get excited about something that sounds more like a council back-office than a once in a lifetime opportunity to study abroad. So, GO was born the new Global Opportunity Centre at Cardiff University. Put simply, lets go… now.
Britain. Plagued by grey skies and everlasting rain, subject of popular discussion and cultural embodiment. So when the sun shines, we get confused and delirious. Every effort made to suck up every last ray, moving strategically around the beach and avoiding every shaded spot. Add this bedraggled behaviour to one of the worlds most celebrated sporting events, and mayhem begins. Enter the Shady, from Orange, a gimmick, yes, but alas, you can now watch the footie in the sun. Shade, when you need it.
Safe campuses. At last we can say goodbye to the in-house layout, say no to Comic Sans, triumph in something proper, something credible. For this support leaders conference in Cardiff we decided it was time to professionalise the message. Being safe on campus is a serious subject and the normal council melay just wasn’t going to cut it.
Injecting some modernity into this ageing British brand. Established in 1989 with that unique asymmetric bias, Sweeney has always been one step behind when it comes to brand. Green soles aplenty but entertainment lacking – enter our contribution. Taking it’s best step forward with neat photographic style and unclaimed heritage reborn. Sweeney to make a better statement, this time one can’t help but scorn.
Water. An infallible commodity once governed by the might of nationalised industry. Years of peddling by those void of competition, void of ideas and void of investment. Frustrated customers with the highest water bills in the UK, not surprising you might say, todays operators capitalising on the supply of something we all need. Not so anymore, a transformation in place and in pace means no more watery communications for South West Water. It’s time to make water exciting.
Cardiff University Student Support. The foundation of student experience and heartland of student well-being. Run by a man of thin stature, a requirement to reach out, engage and enthuse the student populace. Once hidden in a house along the dark Welsh streets, the Student Support Centre now stands out, rather as if we’ve helped switched the lights on.
Britain. Probably the windiest place on earth. For us, a recurring nightmare of weather-beaten cheeks and freezing ears, but for others – a startling opportunity. Renewable energy it would seem, can be harvested in droves from our windy island and Airvolution are one of the first to take up the challenge. Originally a joint venture between Savills, PEP and ESB, but now standing proudly alone, our standout orange is leading the way in unlocking those green fingered megawatts.
The brainchild of a mastermind, the Student High Street launched back in 2011. The bringing together of those who study, uniting the populace all in one place. Our job, to create everything from flags to street furniture, from atmosphere to attraction. We started with banners and ended with board games, all the while helping students find their place – from the gym to the chaplaincy.
Materiality. A complex thought if nothing else. How do you make the material, material? Before you ask, their are no aliens here and this is definitely no science fiction. How do you make sure you focus on the things that matter, on what is needed and what is to be forgotten? Our work for the John Lewis Partnership helped illustrate the materiality question, so the concept was less alien after all.
The student. Once a sheepish, underdressed, sluggish and shy individual. Not anymore. In 21st Century Britain, this new and improved student is an international jetsetter, fluent in worldly trends, accompanied by bags of style and supermodel looks. This student is no longer from Britain, but from elsewhere – applying in the their droves to study, erm… here. A country of obsessive weather discussers and miserable self-loathers. Our job?
To help one of the worlds leading Universities make sure they actually arrive. Eight months after they’d applied. Best not mention the weather then.
From the archaeology under our feet to the historic parks we love, from precious memories to rare wildlife… lottery money, well spent. Our job, to help dissolve the fragmentation and re-ignite the brand – in consistency and in capability, time to dig out those guidelines then.