<h2>Learning</h2>
The team went through a Discovery phase where they explored Egyptian culture, benchmarked other museum experiences, conducted a range of user interviews for both locals &amp; tourists and visited the GEM site to absorb its character as well as understand its layout. The team made sense of the findings, created key guiding insights, crafted a range of user journeys and started to define core GEM experiences.

gem-research-collection

GEM Research collection

<h2>Leaping</h2>
Our ambition was to create an air of wonder in appreciation of the vast number of incredible artefacts, many of which will be brought together and shown to the public for the first time. And to build anticipation and intrigue that will inform locals about the GEM experience on their doorstep, redefining what a museum means as a destination for Egyptians and tourists alike.
&nbsp;
&nbsp;

gem-discovery-research-tangerine

GEM discovery research tangerine

gem-discovery-research-pyramids

Gem-discovery-research-pyramids

gem-experience-detail

GEM EXPERIENCE DETAIL

<h2>Landing</h2>
For tangerine the vision was Revival. GEM will attract visitors from all corners of the world, as well as local visitors, for whom a walk around the gardens and outdoor eating needed to live up to the key user modes of: Relive, Refresh, Relax and Re-engage. As a final deliverable we crafted and built a tangible user experience blueprint and design manual. It included a range of memorable signature moments that are authentic, connected and ownable by the GEM brand and just as importantly a set of in-between moments that glued the entire experience together.

gem-combined-v2

GEM-Combined-V2

gem-outer-folder-portrait

GEM-Outer-folder-portrait

gem-folder-open-cropped

GEM-folder-open-cropped

I‘ve actually been struggling to understand what  is meant by ‘Customer experience‘, but I now fully understand it and value the input of consultants who can map out a vision for it and truly shape a persons experience when visiting a place.

grand-egyptian-museum-cairo

Grand-egyptian-museum-Cairo

We were charged by Hassan Allam, the provider and operator of services and facilities at the Grand Egyptian Museum (GEM), to define the visitor experience of one of the world’s most anticipated museums, the Grand Egyptian Museum, which will house the treasures and artefacts of one of history’s oldest and most revered civilisations.

Hassan Allam

hero-adlens-service-design-1

Hero-Adlens-service-design-1

adlens-dial-technology

Adlens dial technology

<h2>Learning</h2>
Unable to change the physical frame or lens design, Adlens engaged business consultants, McKinsey, to help them improve their commercial performance and tangerine to help them to understand why this innovative technology was not being adopted by their target market.
Through interviewing senior stakeholders and completing ethnographic and market research, we learned that the low uptake of adaptive eyewear was down to the user benefits of the product not being made clear, or even demonstrated, to the customer by, either the eye doctor or the sales consultants. A poor sales strategy was also being compounded by inadequate staff training plus poor sales tools. Critically, we discovered that the focus of Adlens’ marketing communication was on describing the capability of the technology, not the benefits that the technology could bring, a subtle but important difference.

adlens-learning-current-experience-72dpi

Adlens-Learning-Current-Experience-72dpi

adlens-learning-current-experience-instore-72dpi-2

Adlens-Learning-Current-Experience-Instore-72dpi

adlens-learning-user-journey-map-72dpi

Adlens-Learning-User-Journey-Map-72dpi

<h2>Leaping</h2>
We generated an extensive customer experience map to identify where key interventions in the sales process could disrupt and increase sales. Armed with this, we traveled to Los Angeles, USA to set-up a prototype optician’s store and ran user trials that emulated the sales process to gain feedback and inform the development of the service design.
Throughout the extensive research process, we created a service design map of the current sales process and identified key areas of disruption that could introduce a clearer benefit-driven proposition for the consumer.
We transformed the dispensing and sales strategy for Adlens by disrupting the sales process to introduce the benefits of the adjustable lens system to customers at different points of the customers’ journey and by curating the existing product range to provide a clearer brand proposition to the customer.

2-learning-adlens

2-learning-Adlens

02a-service-design-man-demonstrating-glasses-card-03-72pdi

02a-Service-Design-Man-demonstrating-glasses-card-03-72pdi

<h2>Landing</h2>
We originated the Allfield brand, together with a ‘kit of parts’ to support the service design, including points of sale displays and product packaging, to help potential customers fully appreciate the unique and breakthrough benefits of Adlens’s adjustable glasses.
With a new name and brand proposition, purposefully targeted marketing and improved sales training, customers and opticians alike can now better understand the key benefits of how to manually adjust the lens of their Allfield glasses to see clearly at all distances.
To support this new initiative, we created a new Allfield website to help with the orientation and education process of prospective customers looking for a suitable to varifocals when they do not work well for them.

adlens-packaging-box-design-72dpi

Adlens-Packaging-Box-Design-72dpi

adlens-enjoy-seeing-more-cover-design-render72dpi

Adlens-Enjoy-seeing-more-Cover-Design-Render-72dpi

adlens-enjoy-seeing-more-graphic-design-render-72dpi

Adlens-Enjoy-seeing-more-Graphic-Design-Render-72dpi

adlens-toolkit-design-combination-72dpi

Adlens-Toolkit-Design-Combination-72dpi

4-launching-adlens-6

4-launching-Adlens-6

4-launching-adlens-2-72dpi

4-launching-Adlens-2-72dpi

James Chen, co-founded eyewear company Adlens in 2005 with a single mission, to create a world where everyone has access to eye care and spectacles.  Chen founded ‘Vision for a Nation’ a charity that was innovating throughout Africa, delivering local eye care and low-cost self-adjustable glasses to some of the World’s poorest communities.
In 2016 Adlens turned their attention to premium markets targeting the 45+ age group, many of whom have declining short and near field vision and yet cannot get on with traditional varifocal lenses. Adlens had invented an innovative adjustable lens technology, unfortunately, the glasses were not selling well, and customers were failing to understand their unique benefits.

Popular Nordic airline, Finnair, approached us with a view to completely revamping their ground-to-air customer experience. A large part of this project involved turning their Non-Schengen customer lounge into a contemporary experience that made travelling just as enjoyable as the destination.

Adlens

two-images-left2x

two-images-left@2x

881b6dad-ec7e-46d9-bef2-8d8c8f076f3d-original

Finnair-Lounge-02

<h2>Learning</h2>
<div>
<div>
The project started with us immersing ourselves in Finnish culture, lapping up all that Finland had to offer. We scoured the streets of Helsinki and the heritage of Nordic design for inspiration. We consulted Finnish people to understand what really mattered to them and assessed the qualities and constraints of the site to identify opportunities. Melding all that we had learnt, a vision for the customer experience began to form.
We evolved the vision with Finnair in a snow covered lodge on the edge of Lapland. On returning to Helsinki, we hosted an event with Finnair Platinum customers to gather feedback and let them have a say in the direction we took.
</div>
</div>

finnair-lounge-workshop-72dpi-4

Finnair-Lounge-Workshop-72dpi

finnair-wood-wall-artek-72dpi

Finnair-wood-wall-Artek-72dpi

montage-top2x

Finnair-Lounge-Montage

<h2>Leaping</h2>
Our immersion culminated in a vision we called “Nordic Freedom”; incorporating a modern Nordic look and approach to space that gave customers the choice of how to use their time in the lounge. We turned the constraints of the site into opportunities to craft a distinctive environment for the passengers and to reduce operational costs for the Finnair.

finnair-business-lounge-plan-72dpi

Finnair-Business-Lounge-Plan-72dpi

<h2>Landing</h2>
Nordic Freedom was brought to life with a lounge that’s divided into different pockets, each aligned to customer needs and activities, while maintaining the spirit of Finland throughout. The simple, clean, minimalist approach to design is pure-Nordic, and the mixed textures and natural materials give a homely, warming feel. Bars, catering, and even an authentic Finnish sauna ensured travellers could embrace all that Finland has to offer.

Tangerine’s approach to the design and layout really allowed us to get the most out of the space available and aligned well to our future lounge proposition in serving our most frequent flyers and also to attract new ones. Many of the big ideas Tangerine brought to the table were embodied to the lounge and the feedback from our customer has been overwhelmingly positive.

finnair-intro2x

finnair-intro@2x

Popular Nordic airline, Finnair, approached us with a view to completely revamping their ground-to-air customer experience. A large part of this project involved turning their Non-Schengen customer lounge into a contemporary experience that made travelling just as enjoyable as the destination.

Finnair - Premium Lounges

Contact

When it comes to your service, a consistent experience is key. Work with us to design and develop a coherent service that provides the best possible experience.

Brand Experience

Insight Research

Trend Forecasting & Vision Setting

UX & UI Design

Design & Brand Strategy

Great services mean happy customers. Which is why it's crucial to ensure a consistent level of quality across every interaction. From staff training and back-of-house infrastructure to user interfaces and front-of-house experiences, we provide the insight and support you need to amaze your customers at every turn.

gem-outer-folder

GEM-Outer-folder

With our multidisciplinary team, encompassing product & service, spatial, and digital design, we dig deep to uncover key insights. We then use those to craft ideal user journeys, providing you with blueprints and guides to help you roll out our design across your organisation.

Service Design

Considering every aspect of your service...

…to keep your customers coming back