Building a service experience rooted in trust and ease
Client Name: Meyer
Sector: Manufacturing
Type of Project: Experience Design
Grant Support: Enterprise Development Grant (EDG)
Grant Agency: Enterprise Singapore
Since 2008, Meyer has established themselves as a local residential lift solution provider, bringing quality Italian components and designs into homes and commercial properties in Singapore. They have expressed that with customers who are new to lift customisation, they oftentimes express doubt and uncertainty in making a purchase decision without seeing the systems for themselves.
Project Objective
To design an elevator showroom experience that evokes trust and makes it easy for customers to understand the complex elevator systems in order for them to make an informed purchase decision.
Site visit to understand the ground situation.
Our Approach
The project was structured in 3 phases. In practice, these phases may overlap, and are iterative in nature.
Research to understand ground situation - Conducting site visits and interviews to understand the different challenges and viewpoints faced by various stakeholders, such as customers.
Synthesis and service design through agile co-design - Co-creation between customers and the interior firm to understand the challenges and viewpoints of the showroom.
Develop design brief and final artefacts - Refining engagement ideas and creating a brief with design guidelines for the interior firm to bring the showroom to life.
Preliminary store concepts and Prototype of the showroom.
Conducting interviews to understand the challenges and viewpoints of the showroom.
Key Deliverables
We created a User Experience Design Manual to communicate these Artefacts and Implementations Guidelines to Meyer to use as their guide book to actualise the 14 Recommendations into their showroom, by sharing details of how / where to install it, which Experience Enhancement and / or Service Stages it supports, what materials are needed, as well as what it should look like.
These artefacts is provided physically.
