Following the definition of our digital experience objectives such as ‘Make it easier for people to check the menus’ and ‘Convince people that the food is of the upmost quality’, we used a lotus blossom ideation method to generate ideas for tech and content on the website. These ideas were collaboratively reviewed and prioritised alongside the cote team to determine a key feature set.

Following a detailed research and system analysis stage we identified 5 proto personas based on the ‘foodie connoisseur’ and ‘experience embracer’ guest profiles. 24 participants were then interviewed from all around England, representing existing and future customers in order to understand and uncover-- guests wants and needs.

As part of the marketing strategy we gave art direction for the brand videography and photography. We oversaw the shoot days ensuring the spirit of the brand and thrill of the game were captured. This culminated in video content with branded animation and plenty of social media content for launch.

Building on their initial ‘trial’ centres, a fully customer-insight led foundation to the brand and experience design was undertaken. Following a detailed research and customer analysis stage we identified four target audience personas. This defined the positioning, shifting towards a social experience with a focus on younger audiences and group gatherings, as well as families.

The Brand Key & Customer Journey Workshops were built on the foundation of our research findings. They enabled us to explore Al Dawaa's offerings beyond products and in to services. We increased the "reason-to-visit" by developing engaging products related to wellbeing, drawing on the insights of the 13 key personas who served as inspiration for the overall design. Our four new store formats: City Centre, Mall, Neighbourhood, and Pop-Up, are the result of fully unified research, insight and design.

We interviewed current and prospective Al Dawaa consumers to better understand their real-life demands and their preferred service channel. More than 50 hours of interviews were also conducted to determine which features or service ideas resonated with them. Our work revealed that the Al Dawaa customer experience needed to be elevated by seamless health services, trained staff and a one-stop-shop format.

The concept of ‘Man vs. Nature’ was first explored through moodboarding and initial sketches, visually realising a tactile and sensory eating experience with strong links to food provenance and cooking methods. These early ideas were then progressed into full computer renders which brought to life all of the key moments within the guest journey and experience.

We undertook a collaborative workshop with the Center Hotels team in Iceland to structure and inform the design strategy for the new restaurant. One of the clear priorities became targeting the locals to create a destination hangout, despite being located in one of their new hotels. A guest journey workshop identifies key moments in the experience, defining what we want our guests to think, feel and do at each key stage.

With the goal of improving the quality of people’s lives by helping them make important and life changing decisions about property, we set out with a full brand key workshop with top level management of Hamptons. Having a primarily female board of directors, the team at Hamptons provided us with the very valuable insight of combing a feminine warm and empathic energy to a primarily business focused male dominated sector. The preferred ‘Archetypes’ CAREGIVER and EVERYMAN provide an obvious starting point for our brand transformation.

Our audit of the brand’s positioning showed a brand tone that was distant and traditional. This gave us the insight for a total brand transformation that delivered tradition in a modern way by creating a healthy tension between the past and the present. The new logo and identity elements merge traditional cues such as a serif typeface and a richer dark blue with modern motifs, such as the stencil style applied to the main, bespoke-drawn logotype.

The our workshops were a wonderful opportunity to bring 3 banks together for the first time, to create a clear vision for the future under the Virgin Money brand. The insight gained from the audit and interviews, provided the workshop stimulus to define what customers need from their financial provider; branch locations, how they will use them throughout the day and social activities. We defined 3 formats, all aiming to break down traditional banking barriers and build new communities.

Covering an area of 2.5 thousand miles with 26 branches in 11 cities, we gained an in depth understanding of the real-life issues facing customers and employees. This unveiled a great potential to define a completely new purpose for the bank based on a service offering built around lifestyle. We held 65 hours of one-on-one interviews in key locations, and we spent 68 hrs observing the actions of customers.

A fully insight lead approach to the website design was undertaken. Following a detailed research and system analysis stage, we identified 5 proto personas based on the 'foodie connoisseur' and 'experience embracer' guest profiles. 24 participants were then interviewed from all around England, representing existing and future customers.

A fully insight lead approach to the website design was undertaken. Following a detailed research and system analysis stage, we identified 5 proto personas based on the 'foodie connoisseur' and 'experience embracer' guest profiles. 24 participants were then interviewed from all around England, representing existing and future customers.

A fully insight lead approach to the website design was undertaken. Following a detailed research and system analysis stage, we identified 5 proto personas based on the 'foodie connoisseur' and 'experience embracer' guest profiles. 24 participants were then interviewed from all around England, representing existing and future customers.