Revolutionising service design for Richemont

Service & Experience Design

The challenge

Improving the customer experience for luxury brands

With the luxury market undergoing a transformation in the face the constant growth in competition, Richemont and its Maisons wanted to accelerate fresh new thinking that would upgrade the customer experience of its core luxury brands.

The approach

Using ethnographic research to create innovative service concepts

We started with original ethnographic research in Europe and Asia to highlight customer insights and the variation in multicultural attitudes to customer experience. The next step was to bring together multidisciplinary groups for Design Sprints in London and Shanghai to evolve insights and drive innovative service concepts. The team then identified a number of service opportunities to advance to the next stage.

The impact

Momentum built

The project accelerated new services from research to practical concepts in just 3 months
Design-led approach endorsed

Participants rated the innovation process with a 97% positive rating.
Ongoing training

DK&A have provided ongoing support and training.