Bringing luxury Italian design and craftsmanship to homes around the world is an arduous task, which is why B&B Italia called on us to incorporate phygital solutions into a scalable omnichannel customer experience in Miami. Bridging the digital dimension with physical showrooms and retail outposts, we developed a holistic ecosystem opening up new opportunities for customer care, innovative services and upselling strategies. With this new format, the brand has elevated the customer journey for both private and contract customers, affirming their value in a competitive market.
The customer experience has become a fundamental part of reinforcing the brand perception in the luxury market. That’s why we designed both the space and the experience.
From a traditional showroom to an omnichannel customer experience
Setting new experience standards in a rapidly evolving market
As a major player in fast and ultra-fast charging stations for electric vehicles, Atlante asked us for support with its multifaceted challenges.
Together with the client, our Service Design Team translated the company’s vision, its core values of sustainability and cutting-edge technological assets into tangible and visible opportunities. Basing on a multidisciplinary approach, we collaborated with Atlante to define the best possible customer experience across physical and digital touchpoints and to position the company as a benchmark in a rapidly evolving market.
Alkemy, specialized in the evolution of the business model of large and medium-sized companies and listed on Euronext Star Milan (ALK), called on us to rethink their headquarters in Milan for the company’s 10th anniversary. The result is a dynamic, vitaminic space having a positive impact on the employees' and clients' well-being.
Bringing brand experiences to life in the realm of retail
As part of the redesign for the overall retail concept of Blue Lagoon Iceland, we updated the flagship store located in Grindavík, to embody the Blue Lagoon brand. Physically translating the company’s core values and identity, the retail space now welcomes visitors with a full-fledged omnichannel brand experience.
Setting up an energy bundle proposition for trusted digital experiences
We teamed up with EON, the leading European energy provider, who wanted to improve their value propositioning, and the way they were positioning themselves on an aggressive market to generate leads and build relationships with customers. In less than 3 months, we defined a bundle proposal, designed it, tested it with users and brought it to market. By accelerating the process and aligning the various stakeholders we built a customer excellence mindset internally, helping EON improve the way they manage innovation inside the company.
Redesigning the customer experience of a destination
With more than 1,3 million annual visitors, Blue Lagoon Iceland is a travel destination with a complex ecosystem encompassing transportation, accommodation, food and beverage, retail and skincare.
Building on in-depth research to understand the spa’s customers and business needs, we defined a smooth, memorable customer experience – One which begins when the customer plans his Blue Lagoon visit and continues on through to his sharing of his spa experience post-visit.
For 3M Italy, we designed the corporate Innovation Center around the concept of ‘Microcosmos’. The center, where 3M meets its customers, gives an immersive experience while presenting 3M’s technologies in an elegant and responsive way.
The visit is divided by themes and designed around specific personas. During the visits, customers engage with 3M’s various solutions while building their own. The Italian innovation center is one of over dozen centers we've designed for 3M, located all over the world.