Client : Richemont
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.
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 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.
DK&A have provided ongoing support and training.
The energised co-ordination team (from DK&A) made the process efficient, collaborative and rewarding. Great experience.
Benoît Jallu, Regional Customer Service Director, Richemont UK
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