Sample deliverables of our four step process
Flexible Real Estate Spaces and Experience Design
This growing and evolving industry can be tough to keep a handle on. With many new models entering the market; some older ones being perfected by some, but proving unsuccessful by others, it can create uncertainty and hesitance. We analyze and help you operationalize a model that will work for you and your customers within the broader ecosystem.
A developer wanted to highlight their new ownership of a building by creating new amenity space. Additionally, they wanted to test if having a coworking and meeting event space could help tenants when they needed to flex for short periods of time. By entering into a joint venture with an operator and removing their conference floor, they proved having an active, professionally run, coworking and meeting event space was highly successful. One positive result involved supporting a tenant when they needed more individual space. They quickly converted the square footage of a large conference room to individual stations and use the meeting space of the flexible real estate operator on an as needed basis. This allowed them to variabilize a portion of their real estate that sat unused 75% of the time
Inspiring Spaces and The Customer Journey
Using Design Thinking methods along with the frameworks and training in experience design. We can help understand the customer needs and behaviors and create spaces that support them in ways that feel unique and personalized just for them.
A fortune 500 company set out to disrupt an industry by reinventing the customer experience. By focusing on the experience with metrics around providing better outcomes for guests in both the work they do and their happiness, we were able to achieve a NPS of 9.7 and achieve an unprecedented loyalty rate of 72% year after year. We used frameworks such as the 5 senses and the customer journey (Entice, Enter, Engage, Exit and Extend as our category headings). Those frameworks enabled us to script not only every touch point, but what happens behind the scenes, to drive customized experiences based on the profiles we developed through our research.
Employee and Customer Experience Design
With an Experience Economy Expert certification from Pine & Gilmore, we can helped build experiential businesses. We can design an experience based operational model to add more meaningful touch-points for employees and customers with proven results in helping increase attraction and retention.
A large company wanted to understand the different ways there employees worked and the places that supported them, both on campus and off. We engaged with the employees and created persona’s with narratives. The result was a plan to balance the real estate and design of specific environments to support not only the existing behaviors the company wanted to keep, but also to introduce environments to support new behaviors that senior leadership wanted to encourage. The persona’s continue to demonstrate values as the % of each shifts and more new behaviors become commonplace.
Growth Strategies for New and Adjacent Business Models
As past intrepreneures, we are experience working with companies focused on designing, building and testing new models related to market gaps, disruptive technologies and emerging behaviors.
Note: this work is sometimes done as a collaboration with trusted partners that bring their own specialized expertise to ensure a rigorous and comprehensive engagement. Partners include: CREO; Clareo Partners, Site Resolution, and The Innovation Scout.