#1NLab17 - Design of Everyday Spaces
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The document discusses the Experience Lab 2017, focusing on the intersection of digital and physical brand experiences in different environments such as offices, campuses, and public spaces. It highlights several case studies from companies like GE, PwC, Capital One, and KPMG, emphasizing the importance of creating environments that foster employee engagement and customer connection. The document also outlines key takeaways for designing spaces that align with brand identity and enhance customer interactions.
#1NLab17 - Design of Everyday Spaces
- 1. Experience Lab 2017 | 11.08 – 11.10 2017 BY DESIGN Design of Everyday Spaces Connecting Digital to the Physical
- 2. Experience Lab 2017 | 11.08 – 11.10 2017 Cathy Lynk @clynk2
- 3. Experience Lab 2017 | 11.08 – 11.10 2017 It all started with HGTV
- 4. Experience Lab 2017 | 11.08 – 11.10 2017 It all started with HGTV
- 5. Experience Lab 2017 | 11.08 – 11.10 2017 It all started with HGTV
- 6. Experience Lab 2017 | 11.08 – 11.10 2017 It all started with HGTV
- 7. Experience Lab 2017 | 11.08 – 11.10 2017 The La-Z-Boy Dilemma
- 8. Experience Lab 2017 | 11.08 – 11.10 2017 The La-Z-Boy Dilemma MOVING DAY
- 9. Experience Lab 2017 | 11.08 – 11.10 2017 The La-Z-Boy Dilemma ONE MONTH LATER
- 10. Experience Lab 2017 | 11.08 – 11.10 2017 The La-Z-Boy Dilemma CURRENT STATE
- 11. Experience Lab 2017 | 11.08 – 11.10 2017 Almost, but Not Quite
- 12. Experience Lab 2017 | 11.08 – 11.10 2017 D “Everything has a personality. Everything sends an emotional signal.” – DON NORMAN, author of The Design of Everyday Things
- 13. Experience Lab 2017 | 11.08 – 11.10 2017 We need to design products services websites spaces to convey desired personalities and emotions
- 14. Experience Lab 2017 | 11.08 – 11.10 2017 BRAND EXPERIENCE DIGITAL PHYSICAL
- 15. Experience Lab 2017 | 11.08 – 11.10 2017 DIGITAL ! Available anywhere, anytime ! Evolves with you ! Offers multiple formats to consume and share information DIGITAL PHYSICAL
- 16. Experience Lab 2017 | 11.08 – 11.10 2017 PHYSICAL ! Occurs at a single-point in time ! Offers a personal connection ! Applies to all 5 senses DIGITAL PHYSICAL
- 17. Experience Lab 2017 | 11.08 – 11.10 2017 Let’s Focus on the Intersection BRAND EXPERIENCE DIGITAL PHYSICAL +
- 18. Experience Lab 2017 | 11.08 – 11.10 2017 D We’ll take a look at 3 spaces: THE OFFICE ON CAMPUS AROUND TOWN
- 19. Experience Lab 2017 | 11.08 – 11.10 2017 D The Office
- 20. Experience Lab 2017 | 11.08 – 11.10 2017 The Office Marketing Objective Foster productivity, wellbeing and brand pride in a welcoming environment
- 21. Experience Lab 2017 | 11.08 – 11.10 2017 Rethinking the Professional Workspace Source: Gensler Research, Jones Lang LaSalle Inc. Firms have reduced their office footprint by 15-20% in last 5 years. Employers have seen a 12% in productivity and satisfaction when employees are offered choices in work settings.
- 22. Experience Lab 2017 | 11.08 – 11.10 2017 GENERAL ELECTRIC ! Founded in 1889, goes through a cultural revolution every generation ! Headquarters is moving from the suburbs of Connecticut to downtown Boston ! No one has an office
- 23. Experience Lab 2017 | 11.08 – 11.10 2017 GE
- 24. Experience Lab 2017 | 11.08 – 11.10 2017 GE “It’s an effort to make us more horizontal, and make us a less formal company. I don’t sit in a fortress anymore.” Alex Dimitrief GE, General Counsel Source: Thomson Reuters
- 25. Experience Lab 2017 | 11.08 – 11.10 2017 CBRE ! Commercial real estate services and investment firm ! Transformed a 100-year-old building into its new headquarters in LA ! Over 90% of employees reported a positive effect on their health and wellbeing in the new office
- 26. Experience Lab 2017 | 11.08 – 11.10 2017 CBRE
- 27. Experience Lab 2017 | 11.08 – 11.10 2017 CBRE
- 28. Experience Lab 2017 | 11.08 – 11.10 2017 CBRE "What we're saying to our clients is, Come in and see how we live.” Lewis C. Horne CBRE, LA Region President Source: Forbes
- 29. Experience Lab 2017 | 11.08 – 11.10 2017 The Office Taking Note ! Live your brand promise ! Walk in your clients’ shoes ! Embrace the “work from anywhere” principle
- 30. Experience Lab 2017 | 11.08 – 11.10 2017 D On Campus
- 31. Experience Lab 2017 | 11.08 – 11.10 2017 On Campus Marketing Objective Attract top talent while expressing your firm’s unique culture and values
- 32. Experience Lab 2017 | 11.08 – 11.10 2017 PWC ! Global accounting and advisory service firm ! Effectively integrates online presence with its on-campus activities ! Committed to maintaining high employee engagement
- 33. Experience Lab 2017 | 11.08 – 11.10 2017 PwC
- 34. Experience Lab 2017 | 11.08 – 11.10 2017 PwC "As many leading employers are now on social media, it’s no longer a novelty and we must continue to think of ways to differentiate ourselves.” Salika Suksuwan PwC, Executive Director Source: Human Resources Online
- 35. PwC
- 36. PwCPwC
- 37. Experience Lab 2017 | 11.08 – 11.10 2017 PwC Explore a day in the life at PwC through a virtual tour of one of our offices. You going to make that softball game after work today? Are you doing a rotational this year? You should join the next D&I Workshop.
- 38. Experience Lab 2017 | 11.08 – 11.10 2017 On Campus Taking Note ! Align your physical presence with your brand identity. ! Focus on campaigns and extend messaging across channels. ! Demonstrate high employee engagement.
- 39. Experience Lab 2017 | 11.08 – 11.10 2017 D Around Town
- 40. Experience Lab 2017 | 11.08 – 11.10 2017 Around Town Marketing Objective Connect with customers where they are, IRL
- 41. Experience Lab 2017 | 11.08 – 11.10 2017 Decline in Branches, Rise in Mobile-Banking Source: Bain & Co. Since 2010, the retail banking industry has been closing 1,000+ branches every year. Consumers using their bank’s app leapt by 20% from 2012 to 2015. 52% 2012 Sorry, we’re Closed Please visit us online 32% 2015
- 42. Experience Lab 2017 | 11.08 – 11.10 2017 CAPITAL ONE ! US-based commercial bank ! Reimagined the traditional bank branch by creating cafés ! Focused on building loyalty in a space that promotes good conversation and productivity
- 43. Experience Lab 2017 | 11.08 – 11.10 2017 Capital One Source: CX Financial Services Chicago, ILBoulder, CO New York City, NY
- 44. Experience Lab 2017 | 11.08 – 11.10 2017 Capital One "The cafés are a unique opportunity to present a physical manifestation of our brand and take this as an opportunity to connect with customers on their terms.” Mike Friedman Capital One, Chicago Café Source: CX Financial Services
- 45. Experience Lab 2017 | 11.08 – 11.10 2017 STATE FARM ! Insurance company, based in Bloomington, IL ! Launched Next Door Café as a customer-research facility ! Mission is to find new ways to work with customers
- 46. Next Door by State Farm
- 47. Experience Lab 2017 | 11.08 – 11.10 2017 State Farm “We're learning about customer needs and developing solutions. We're figuring out how to have the right conversation.” Amy Bally State Farm, AVP Source: Chicago Business
- 48. Experience Lab 2017 | 11.08 – 11.10 2017 KPMG ! Global accounting and advisory service firm ! Created a unique clubhouse in London, centered around customer experience ! Goal was to solve a challenge that many clients faced
- 49. Experience Lab 2017 | 11.08 – 11.10 2017 KPMG Source: CX Financial Services
- 50. Experience Lab 2017 | 11.08 – 11.10 2017 KPMG Source: CX Financial Services
- 51. Experience Lab 2017 | 11.08 – 11.10 2017 KPMG "We thought we’d create a West End space for people to meet, mingle and touch down.” Simon Collins KPMG, UK Chairman Source: Financial Times
- 52. Experience Lab 2017 | 11.08 – 11.10 2017 Around Town Taking Note ! Connect with your customers, on their terms. ! Provide unique tools and resources, beyond your business offerings. ! Integrate digital touchpoints into the physical space.
- 53. Experience Lab 2017 | 11.08 – 11.10 2017 D Flipping the Script
- 54. Experience Lab 2017 | 11.08 – 11.10 2017 What Can We Learn from Digitally Native Brands? DIGITAL PHYSICAL +
- 55. Experience Lab 2017 | 11.08 – 11.10 2017 D Connecting the Experience
- 56. Experience Lab 2017 | 11.08 – 11.10 2017 Connecting the Experience DIGITAL PHYSICAL + ! Extend your visual identity system (color, typography, image styles). ! Embody your brand promise in voice, tone and cultural vibes. ! Continue the journey across online and offline touchpoints.
- 57. Experience Lab 2017 | 11.08 – 11.10 2017 BY DESIGN Design of Everyday Spaces Connecting Digital to the Physical