Work

Revolutionising service design for Richemont

Service & Experience Design

Client : Richemont

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.

Let's chat

If you’re looking to
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