Lane crawford - service team
Hong kong local luxury multi-brand store that carries the best of the best selected products for customers who carries exquisite taste.
A small scope of a huge project that the enterprise is working on to roll out for extensive customer care.
Coming out from a more intense customer insights project, we had some learnings of our customers. Working with our retail team, laid down all possibilities and loop hole that is missing with the current operation, and help iterate that through journey mapping and also story boarding.
Mapping down all the possibilities and pain-points that our current staff and customer are facing then working its way out with testing and interviews with the day to day interaction.
We have expanded our front line staff count, with a whole new team of professionals that focus on upscaling the luxury service in and out of Lane Crawford. To communicate, research, we communicate it through storytelling method to excite everyone from the enterprise. And also keeping a documentation of service protocol in a friendly and easy method.
cREATING NEW STORY FLOW ELEMENTS
WIP and I am happy to share some of the learnings, but the project is still in preparation for launch in October of 2018. Feel free to contact me if you would like to connect over it