Our clients are all about the experience. World-leading brands and pioneering developers, they are innovative, collaborative and interested as much in the journey as they are the final product.

Melbourne Arts Precinct Transformation

Melbourne Arts Precinct Transformation A public realm embedded with meaning

Experience Strategy

Client Creative Victoria
Sector
Visitor experience
Location
Melbourne, AUS

Home to some of the finest galleries and theatres anywhere in the world, the Melbourne Arts Precinct in Southbank sits as the city’s crowning cultural jewel. Set for a spectacular $1 billion transformation across iconic buildings and new spaces, we found ourselves among the core design team. 

In a broad sense, our task was three-fold: to create an experience strategy that would inspire and guide the architecture and landscape design, cement the precinct’s cultural and creative reputation around the world, and ensure that the millions of people who visit each year were front and centre of every decision. In a very real sense, the massive redevelopment needed to instil visitors with a deep connection to performance, art and nature.

Collaborating with the key design firms – and the forty-odd institutions that make up the precinct – we developed five core principles that would define the visitor experience. Together with a string of other recommendations, they formed the basis of the experience strategy which helped steer the project towards a singular vision that had masterpiece written all over it.

Virgin Atlantic

Virgin Atlantic Off to a flying start

Experience Strategy, Experience Design, Experience Activation

Client Virgin Atlantic
Sector
Customer experience
Location
London, UK

Airports have a reputation for being memorable experiences for all the wrong reasons. Slow, congested, and often poorly designed, they can leave travellers frustrated and anxious before their trip has begun. When Virgin Atlantic decided to rethink their presence at London’s Heathrow airport, they asked us to help design a terminal, check-in service, and business lounge that would set a new standard for travellers around the world. It would need to be intuitive, convenient, and above all, a place for people – not systems. Empathy was our starting point. And the endgame was a faster and smoother traveller experience, better service, shorter wait times – and for gold and upper class travellers, a chance to relax in the best business lounge in the world.

75% drop in check-in waiting times
30% boost to overall customer satisfaction
100% staff rating for upper class customers
90% staff rating for economy customers

Sony

Sony A world of wonder

Experience Strategy, Experience Design, Experience Activation

Client Sony
Sector
Customer experience
Location
Worldwide

Sony once ruled the world of electronics and technology. But the rise of Apple and Samsung prompted a massive rethink – and a global rebrand. They called the campaign “like.no.other.”, and asked us to create an experience that lived up to that statement. Our task? To make their 18,000 square-metre pavilion at the IFA Berlin tradeshow launch into an experience that would steal the show.

From the moment customers stepped inside, we wanted them to feel as though they’d entered a world within a world. A place where they’d be inspired and intrigued at every turn. Our vision considered all aspects of experience, engaged the senses, and took people on a journey like no other.

With over thirty thousand devices screening content and a striking 70 metre screen, customers were guided by interactive technology that let them control aspects of their journey. The outcome for Sony saw record NPS scores and a 30% overall increase in sales. Under our direction the Sony brand experiences won seven international awards in four years – including a coveted Gold Cannes Lion award for Design.

Suncorp Discovery Store

Suncorp Discovery Store A place for people

Experience Strategy, Experience Design

Client Suncorp
Sector
Customer experience
Location
Sydney, Australia

As a heritage Australian brand that encompasses finance, insurance, and banking, Suncorp wanted to prove to their customers that they could handle all their financial needs, and genuinely help people become financially fit. At the time, Suncorp were going through a rebrand and expanding into New South Wales – two ambitious projects with huge potential for growth and change.

From the outset we saw an opportunity to do something bold, clever and unexpected. Which lead us to propose, design and eventually build a remarkable flagship store in the heart of Sydney’s CBD that was lightyears away from the staid world of finance.

It included creating and implementing an experience vision for the project along with a set of guidelines to inform everything from in-store activations to screen content. The Suncorp Discovery Store now holds workshops and brings their full range of services to life. For customers, it was all about creating genuine connections and having open conversations about the financial goals that mattered to them.

University of Western Australia

University of Western Australia An engaging campus experience

Experience Strategy, Experience Design

Client University of Western Australia
Sector
Student experience
Location
Perth, AUS

The University of Western Australia is in the middle of the delivery of the most significant of changes since its inception, one built on a single premise: How good, it asks, could we be? However, despite its reputation, its results and its beautiful campus, over a third of UWA’s students reported feeling unengaged and unwelcome. We were asked to create an activation plan for the campus, one which gave its students, staff and partners the sense of belonging to the most thrilling of universities.

Recommending that the campus of the future is part agora part innovation cluster, we created a vision for a vibrant and free flowing campus. Fun, relevant, and stimulating, The Marketplace of Ideas proposed the activation of a campus – through a set of guidelines, fixed and intermittent activities, and an activation team – that gave national and international students, to its staff, and to industry partners everything they needed and wanted: acceptance, stimulation, and opportunity.

Still in process, our recommendations for UWA’s activated campus have seen increased on-campus dwell time, rising ATAR scores, and improved student experience survey results from Quilt, ISB and UES.

AMP Live

AMP Live Towering above the rest

Experience Strategy, Experience Design

Client AMP
Sector
Employee experience
Location
Sydney, Australia

Moving office can be disruptive for a small organisation, let alone for a financial giant like AMP. In the midst of massive financial legislation changes, AMP were faced with the challenge of moving their headquarters to Quay Quarter Tower, and bringing the two arms of the business – AMP Services and AMP Capital – together under the one roof. They needed help weaving together workplace culture, keeping performance up, while repositioning their brand and identity.

Ranked as one of the top companies to work for in Australia, AMP asked us to create an experience masterplan, which would inform the experience concepts, activations and programming of their new head office. Our answer? AMP Live. A collaborative vision combining architecture, technology and people to make their new workplace more social and more connected.

Scheduled for completion in 2020, our experience masterplan is set to increase face-to-face encounters by 50% and improve inter-department digital and physical communications by 200%.

30 Van Ness

30 Van Ness Powered by people

Experience Strategy, Experience Design

Client Lendlease
Sector
Employee experience
Location
San Francisco, USA

Housing problems are an increasing headache for city planners. And while high density living is proving an effective answer, it comes with its own set of challenges. In San Francisco, AMP’s new commercial and residential tower on Van Ness Avenue faced a number of problems. They brought us in to help solve some of the tricky social issues that come with a new development in an established community.

Put simply, we believed the tower could be a community in its own right. A place locals could embrace, residents could call their own, and businesses could thrive in. From naming the building right down to its management, we created an experience masterplan that informed everything from architectural design to interior activations – bringing people together and taking an established neighbourhood in a new direction.

Melbourne Airport

Melbourne Airport A big step forward

Experience Strategy, Experience Design

Client Melbourne Airport
Sector
Customer experience
Location
Melbourne, Australia

Every year, 37 million travellers pass through Melbourne airport. It’s a staggering number that’s expected to almost double over the next two decades, making it the busiest airport in Australia. While functional and practical in design, the airport doesn’t exactly have a reputation for being unique or memorable – which is what brought us to the table.

We were asked to help transform the airport into a place that offered a truly extraordinary experience for travellers from around the world. It started with a vision and experiences handbook that we shared with over twenty thousand airport staff. Called “The Little Book of Gold”, it was full of practical tips and guiding advice to create better traveller experiences across the board.

From there we developed a set of recommendations around the key moments that matter to people at the beginning and end of their journey – introducing landmark experiences across the entire airport that put travellers first. In short, our masterplan would take the experience of air travel a big step forward.

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Manchester City

Manchester City Helping bridge a break in tradition

Experience Strategy, Experience Design, Experience Activation

Client Manchester City Football Club
Sector
Customer experience
Location
Manchester, UK

Manchester City’s move from Maine Road to Etihad Stadium was designed to encourage fans to spend more time at the ground, boost match day revenue, and create a deeper connection to the club. But the move presented a serious problem for fans with age-old match day routines and strong emotional ties to their home ground. They asked us to help fans fall in love with their club’s new home and hit higher revenue targets.

Part retail, part entertainment, and entirely for Manchester City fans, we designed an experience strategy for the iconic City Square. From the blue carpet experience where young fans could get up close with their heroes to a string of pre and post match entertainment, our vision aimed to compel people to come earlier, stay longer, and have an incredible day out. And that’s exactly what happened.

38% of Man City fans turn out to City Square on match days, while on average, only 11% of fans from other teams attend their own dedicated zones.

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