Customer Experience

Cultural change in social housing

Empowering, authentic cultural change in housing

Cultural change in housing that champions a new way of “doing things around here” through the PA Way. Client: PA HousingType of project: Cultural Change Programme & Customer ExperienceSector: Property & HousingRegion: UK Background Catalysing customer-centric cultural change in housing Following the merger between Paragon and Asra housing associations PA Housing became one of the larger housing …

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Luxury customer experience for Aston Martin

Designing a luxury customer experience

Welcoming new owners to the family with a human-centred, luxury customer experience. Client: Aston MartinType of project: Customer Experience & On-Boarding, CommunicationRegion: UK & Europe Background How to make new owners feel valued with a human-centred, luxury customer experience When Aston Martin launched the Vanquish, the luxury car firm wanted to make the process of choosing, specifying and …

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Transforming customer experience in social housing

Customer Experience in Social Housing

Improving customer experience in social housing and giving teams a customer-focused purpose. Client: Paragon Community HousingType of project: Customer Experience & Cultural Change programmeSector: Social Housing Background Why customer experience in social housing changes lives Your home is a place of safety, refuge and escape. It’s about family and security – which is why it’s also an …

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Educational learning design tool

Educational learning design tool

Transforming complex European legislation, through an educational learning design tool, that makes UK water management understandable and user-focused. Client: The Environment Agency (SEPA, Defra, GSI)Type of project: Learning Design Tool, User Experience, Human CommunicationRegion: UK and Europe Background Learning design tools to make regulation easier We take water for granted a lot of the time. Turning on the …

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A new breed of landlord for Mitchells & Butlers

A new breed of landlord for Mitchells & Butlers

Supporting landlords to deliver a consistently personalised and welcoming experience to customers. Client: Mitchells & Butlers plcType of project: Service Training, Customers Experience, Human CommunicationRegion: UK Background The slow decline of the British pub is well documented. As our leisure time is filled with new experiences we can beam straight into our homes, so the pub – …

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Better regulation framework for political parties

Better regulation framework for political parties

Supporting the Electoral Commission to create a better regulation framework for political financial guidance. A framework that’s clearer, simpler and easier to use. Client: The Electoral CommissionType of project: Regulation Framework, User Experience, Clear CommunicationRegion: UK and Europe Background A better regulation framework that’s easier for users to navigate Have you heard of the Electoral Commission? Not everyone …

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A human experience for PayPal customers

A human experience for PayPal customers

Changing the way PayPal communicated to create a more human-centred experience for customers. Client: PayPalType of project: Tone of voice, communication and service experienceRegion: UK and Europe Background The brainchild of Elon Musk during his San Francisco garage business days – PayPal has become a household name. Their meteoric rise with eBay had meant that, …

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Crafting the Yamaha Technicians' Guild

Crafting the Yamaha Technicians’ Guild

Developing and launching a technicians’ guild for musical craftspeople across Europe. Client: YamahaType of project: Education, Learning Community & Knowledge SharingRegion: UK and Europe Background Yamaha began when Torakusu Yamaha started manufacturing piano and reed organ back in 1887. Today they are one of the largest names in professional instruments. A mixture of precision manufacturing …

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A customer-centric experience for Next

A customer-centric experience for Next

Designing new customer journeys and communication that are easier, simpler and quicker for customers. Client: Next & Next DirectoryType of project: Customer Journey & Experience, CommunicationRegion: UK Background Next and Next Directory (ND) are one of the most familiar names on the high street and in mail order. They were in the middle of looking at the …

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