VISIONING & INSIGHTS. 
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​Do you know what causes travelers anxiety while at the Airport, and what could be done to reduce it? Was your store built according to company guidelines and standards but is under-performing financially or failing to engage potential customers? Are customers leaving negative Yelp reviews on your restaurant’s page but you are not sure how to address those? Planning to build a lifestyle destination but not sure how to best plan an attraction?

Our activities are focused on insight generation through end-user engagement. The goal is to collect data that will inform operations and merchandising as part of the overall retail and hospitality experiences. We bring a data-gathering approach that consists of active and passive engagements. For active research we engage with customers directly through surveys, street-shopper-intercepts, focus groups and interviews. Passive research  consists of observation of customer behavior in the current real estate setting, pilot spaces and other smaller experiments. Generating subjective and objective data sets that can be juxtaposed and validated against each other helps you  understand the customer experience and informs future decision-making and store planning. ​
When to talk to us
  • you are in need of fresh brand positioning and a vision for the future
  • you are ready to invest in improved guest experiences
  • you are thinking of expanding or relocating
  • your real estate is under-performing financially for no clear reason
  • you need to figure out what to build and how to group amenities or tenants in a larger development
  • you want to understand the specifics of a certain demographic customer group
  • you are looking to optimize your merchandising strategy to drive customer loyalty and engagement

What shapes your customer's experience?

Your Brand, Space and Product interact to influence the customer experience as a system, and should not be looked at separately. Many public facilities, retailers and hospitality brands have separate departments - for real estate, for design and facilities, for revenue and development, for marketing, product design, and branding each evaluating the quality of an outcome based on different metrics and KPIs. We help align all stakeholders along a common vision by understanding customer needs and wants. This results in actionable strategies that improve your customer's experience. 

Services & Deliverables

Our services combine discovery, synthesis and analysis of collected data and information to inform and shape a customer's experience, loyalty and engagement. We engage with your clients at various decision making points and try to understand their entire journey, identifying opportunities for you to explore along the way. 

Research
  • Project Visioning
  • Stakeholder Interviews
  • Intercepts and Surveys
  • Observations & Guided Missions
  • Customer Focus Groups​
  • Co-Creation Workshops
  • Journey Mapping​​
  • Personas​

Reporting
  • Key Findings Report
  • Executive Summary 
  • ​Owner's Brief
  • Basis of Design Document
  • Implementation Strategy ​
  • Retail & Merchandising Strategy​
  • Brand Touchpoints
  • Wayfinding & Communications Strategy
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Recently Completed Projects

Airport: Post-Covid Passenger Experience
Airport: Passenger Journey Mapping
Multi-Use Master Planning