Re-imagining the future of retail experience

Industry: Retail and Commercial Property

Keywords: Future scanning, user journeys, experiments, trends, retail, customer insight, foresight work, pop-up show, business models 

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Challenge:

How might we Landsec understand their office worker’s needs based on and use the insights to help define the Victoria retail mix to create new experiences in the area?

Approach:

• To understand the needs of Landsec’s office worker customer base and use these to help define the Victoria retail mix

• Conducted research with workers around Victoria’s retail stores to discover new opportunities to enhance the worker’s experience

• Test 10 different experiments to understand how to improve the relationship between Landsec and their office worker customers across Victoria commercial properties

Outcome:

The project outcome was a visualised service map and new opportunities to improve the experience for office workers and retailer properties across Victoria’s retail mix. Including the development of an in-house innovation Lab that developed future propositions for Landsec’s portfolio of properties.