How might we improve the overall service experience of residential living with the help of digital services?

Housing bodies are thriving. But as they grow, they understand the need to revisit their current residential experiences and improve them for the betterment of their people. We were brought on to help redesign their service experience.

The Process

With manpower crunch and automation on the rise, to make experiences smoother and more efficient, it was important to see how we could use digital tools to enhance their experiences. We analysed the residents’ experiences at a holistic level. In order to ensure a holistic makeover, we broke down and redesigned 7 service experiences. Such as the moving in experience, renovation and maintenance.

Our research and design process included site observations at resident homes, client headquarters where customer service took place, and others. 

Observations, Interviews and User testing with over 140 users

In depth interviews with 140 stakeholders, such as residents, contractors, office staff and more, to get an understanding of their journey, pain points and delight points as well as desires, both from the end user and the service provider’s perspective. 

From plotting the current customer journeys to workshopping the ideal journeys with end users, client executives and ground staff to finally co-creating blueprint maps for the 7 journeys to bring them to a level of execution. 

Workshops (Visioning and Co-creation) with 50 stakeholders
Workshops (Blueprinting) with 50 stakeholders

How might we help local heritage businesses, that are at risk, to safeguard their business for a more sustainable future?

With the rise in gentrified areas, many long-standing businesses are losing their importance and customer share, as they become obsolete and irrelevant. The team worked on discovering ways in which heritage businesses, that are 30 years or older can be safeguarded, while aligning their interests, the customer’s interest and the client’s strategy.

The Process

The team started by aligning the intended outcomes with the client, and thereafter, embarked on desk research as well as a total of 19 interviews + observation studies with at risk and best in class heritage businesses to understand the landscape. These were 1.5 hours to 3 hour long sessions where we uncovered business operational flows, customer engagements as well as in depth challenges and potential solutions that could help them. 

Observations and interviews with heritage businesses that specialise in food, clothing and crafts

For our study, we created engagement materials, to ease participants into sharing their thoughts. With heritage businesses, they are mostly small and family owned, and we wanted to ensure flexible communication mechanisms with the old and the young owners.

We synthesised our findings, tested the potential solutions and eventually, provided recommendations for safeguarding at risk heritage businesses. 

Engagement prompts (challenges and solution cards)