A leading UK bank wanted to design a complaints experience that would turn customers who have had their complaint resolved into advocates; empower customer service reps to do their jobs more efficiently, and identify opportunities for long-term service improvement.

Transform the police force’s traditionally fragmented process, which for a citizen can lack feedback and transparency, by improving public contact and defining new channels through which the police could respond to citizens’ needs in a more efficient and inclusive way.

The goal was to create a compelling value proposition and design a differentiating customer experience for parents and shoppers with small children to visit the stores, engage in active shopping and drive major revenue growth in this shopper segment.

While the airline was known for delivering best-in-class hospitality on their airplanes, they sought to improve the in-airport customer experience, so travellers could get to their destination and spend less time worrying about the journey.

Alor Valley Resort was designed to embody the ethos of “feeling at home” and a transfer of “luck and fortune." CBi China Bridge looked to transform this idea into an actionable blueprint and to establish the tools for overall customer experience management.

One of mBank's teams, responsible for services aimed at retail customers, approached our agency and indicated that they had challenged their group to design a new way of applying for a loan using a well-developed mobile phone process.

In the summer of 2016, Biodiversity approached my design and innovation agency Fabrika 360 to redesign the school and offer new and different activities.

Nocowanie.pl is one of the largest and most popular services offering accommodations in Poland. Their goal was to improve users’ experiences throughout the online purchase process. FUZERS was invited to develop a customer journey map and recommendations for improvements.

Successful work by our agency FUZERS with the opening of the IKEA store in Lublin led their marketing team to ask us to partner on the opening for IKEA Business in Warsaw, the first worldwide independent retail outlet dedicated to business owners outside of a local store.

PDR worked with Essex County Council to build capacity for design thinking among senior advisors and commissioners to raise awareness of the method and create champions for the approach within the council.

Yhteistyöapteekit (YTA) is the largest pharmacy chain in Finland comprising over 120 pharmacies around the country. YTA hired Hellon to help it to cope with the radical challenges that the Finnish pharmacy industry is facing.