A Customer-First Operating Model

The service design and supporting technical ecosystem was developed to deliver the capabilities the store would need for each experience.

Because the store would differentiate itself through service, the service design wouldn’t be broken up into a series of interactions between the customer and product, or the customer and an associate, but would orchestrate a number of integrated channels and conversations, much like how customers interact with brands today across social media.

Our design time built a 360° immersive experience to deliver our work to the CEO and key stakeholders, which allowed the CEO to step into each experience and provide his vision and feedback, allowing the leadership team to make informed decisions around the technical and human investments of the future store, and what programming and operations would be required to support it successfully.

Chris MacPherson Copyright 2022