<h2>Learning</h2>
<p><span style="font-weight: 400;">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. </span><span style="font-weight: 400;">The team made sense of the findings, created key guiding insights, crafted a range of user journeys and started to define core GEM experiences. </span></p>


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GEM Research collection

<h2>Leaping</h2>
<p style="text-align: left;"><span style="font-weight: 400;">Our ambition is to create an air of wonder in appreciation of the vast </span><span style="font-weight: 400;">number of incredible artefacts, many of which will be brought together and </span><span style="font-weight: 400;">shown to the public for the first time. And to build anticipation and intrigue that </span><span style="font-weight: 400;">will inform locals about the GEM experience on their doorstep, redefining what a </span><span style="font-weight: 400;">museum means as a destination for Egyptians and tourists alike.</span></p>
<p>&nbsp;</p>
<p>&nbsp;</p>


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GEM discovery research tangerine

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Gem-discovery-research-pyramids

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GEM EXPERIENCE DETAIL

<h2>Landing</h2>
<p><span style="font-weight: 400;">For tangerine the vision is simple. 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 will live up to the Revival vision set by tangerine to encompass the key user modes of: Relive, Refresh, Relax and Re-engage. </span><span style="font-weight: 400;">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. </span></p>


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GEM-Combined-V2

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GEM-Outer-folder-portrait

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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.

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Grand-egyptian-museum-Cairo

<p><span style="font-weight: 400;">Tangerine was charged by Hassan Allam, the provider and operator of </span><span style="font-weight: 400;">services and facilities at the Grand Egyptian Museum (GEM), to define the visitor </span><span style="font-weight: 400;">experience of one of the world’s most anticipated museums, the Grand Egyptian </span><span style="font-weight: 400;">Museum, which will house the treasures and artefacts of one of history’s oldest </span><span style="font-weight: 400;">and most revered civilisations.</span></p>


Hassan Allam

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Hero-Adlens-service-design-1

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Adlens dial technology

<h2>Learning</h2>
<p>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.</p>
<p>Through interviews senior stakeholders and the completion of 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.</p>


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Adlens-Learning-Current-Experience-72dpi

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

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

<h2>Leaping</h2>
<p>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.</p>
<p>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.</p>
<p>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.</p>


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2-learning-Adlens

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

<h2>Landing</h2>
<p>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.</p>
<p>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.</p>
<p>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.</p>


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Adlens-Packaging-Box-Design-72dpi

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

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

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Adlens-Toolkit-Design-Combination-72dpi

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4-launching-Adlens-6

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4-launching-Adlens-2-72dpi

<p>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.</p>
<p>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.</p>


<p>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.</p>


Adlens

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two-images-left@2x

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

<h2><b>洞察</b></h2>
<div>
<p>从项目开始时，我们就将在自己沉浸在芬兰文化中，了解并吸取芬兰所能提供的一切。我们在赫尔辛基的街道和北欧设计的历史中寻找灵感。我们咨询了芬兰人，了解什么对他们真正重要。再去认真评估了场地的质量和限制，并从中发现机会。最终融合我们所学到的一切，一个客户体验的愿景开始逐步形成。</p>
<p>我们与芬兰航空在拉普兰（Lapland）边的一个白雪覆盖的小屋中发展了这一愿景想法。回到赫尔辛基（Helsinki）后，我们与芬兰航空的白金客户举办了一次活动，收集反馈他们对我们设计方向提出的宝贵意见。</p>
</div>


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Finnair-Lounge-Workshop-72dpi

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Finnair-wood-wall-Artek-72dpi

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Finnair-Lounge-Montage

<h2><b>创意飞跃</b></h2>
<p>设计概念沉浸在我们称之为 “北欧自由 ”的愿景中，并融入了现代北欧的外观和空间，让顾客可以选择如何自由的利用他们在休息室的时间。我们将场地的局限转化为机会，为乘客打造一个独特的环境，同时为芬兰航空降低运营成本。</p>


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Finnair-Business-Lounge-Plan-72dpi

<h2><b>落地</b></h2>
<p>“北欧自由”概念的实现方式是将休息室划分为不同的区域，每个区域都与客户的需求和活动相一致，同时始终保持芬兰的精神。简约而干净的设计方法是纯正的北欧风格，混合纹理和天然材料给人以家的温暖感觉。酒吧、餐饮，甚至是正宗的芬兰桑拿，都为旅行者提供了可以拥抱芬兰文化的一切。</p>


Tangerine的设计和布局方法确实让我们充分利用了现有的空间，并且很好地配合了我们未来的贵宾休息室理念，为我们常旅客提供优质的服务服务，同时也吸引新的旅客。Tangerine提出的许多想法都体现在了休息室的设计中，我们也受到很多旅客赞不绝口的反馈。

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finnair-intro@2x

<p>芬兰航空是一个广受欢迎的北欧航空公司。他们与我们联系，希望彻底改造他们从地面到空中的乘坐体验。这个项目的很大一部分是重塑非申根贵宾休息室一个现代的体验，使乘客旅途时的心情和到达目地时一样愉快。</p>


芬兰航空

服务设计范例

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<p>当涉及到服务时，一致的体验是关键。与我们合作，设计和开发连贯一致的服务，提供尽可能美好的体验。</p>


service-design-adlens-cx-map-with-products-at-each-stage

Service Design Adlens cx map with products at each stage

品牌体验

品牌战略

洞察研究

趋势预测和愿景设定

用户体验/用户界面

<p>好的服务意味着愉悦的用户。确保每次互动都有一致的质量水准至关重要。从员工培训、后台基础设施到用户界面以及前台体验，我们提供您所需要的洞察力和支持，让您的用户在每一个环节都惊叹不已。 </p>


service-design-grand-eygptian-museum-gem-overview

Service Design Grand Eygptian Museum GEM Overview

<p>通过多学科团队，包括产品和服务、空间和数字设计，我们深入挖掘发现关键洞察。然后我们制作理想的用户旅程，为您提供蓝图和指南，帮助您在组织中推广设计。</p>


服务设计

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