The Retail Experience DNA
Flywheel have recently created a new ebook for some of our retail clients, explaining how to design the in-store experience around customer insights. Click to read full screen or download the PDF.
The Greatest Service Innovation No-One Uses
Jane is a mother on a mission: to buy all the food she needs to feed her little family over the next week. That little family, consisting of her two year old toddler, Layla, and her four year old brother, Robert, have come with her to the supermarket. Layla is excited at the sight of [...]
Have Condé Nast created the Apple Store of Newsagents?
A few weeks ago, international media was abuzz with news of the opening of the Conde Nast “newsstand” in London, a store described by Conde Nast subsidiary GQ as “a bit like the Apple store – but for your favourite magazines”. I read three key quotes from the original New York Times article that excited [...]
Metro Bank: how interior design can damage a brand experience
For some time, I’ve been planning to visit the new Metro Bank in Holborn, London. Billed as the first new high street bank to start in the UK for 100 years, Metro Bank is supposedly geared around providing a great customer service, with longer opening hours and speedier account opening. This week, with an hour [...]
The Mad Men Approach to Service Innovation
I recently watched an early episode of Mad Men, the award winning series about one of New York’s most prestigious ad agencies at the beginning of the 1960s, in which the creative team sit down in executive Don Draper’s office, light up cigarettes, pour a drink, and start thinking about the advertising pitch for a [...]
How to design a white elephant
The British love a good White Elephant. It has only been a decade since the creation of the Millenium Dome, which cost over a billion dollars, and was swiftly known as one of the biggest flops in public spending history (although it has drastically improved in its current incarnation). Only a couple of years after [...]
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