APPROACH
Through a rigorous process, existing service design methodologies were combined into a bespoke approach to provide a deeper understanding of the challenges customers faced. Detailed first-hand knowledge of customers would provide the empathy required to explore meaningful solutions.
PROBLEM FRAMING
First stop was to openly explore the problem space with Stockland stakeholders, understand their business challenges and frame the problem from a customer perspective.
RESEARCH
To explore the problem space from a customer perspective, a tailored combination of Stockland staff interviews, in-centre customer observations and intercept interviews were carried out. The result was an extensive and valuable data set - direct from the people that mattered. Roughly 3900 data points, not a small number to work with.
RESEARCH
To explore the problem space from a customer perspective, Stockland staff interviews, in-centre customer observations and intercept interviews were carried out. The resulting data set was extensive - roughly 3900 individual data points.
ANALYSIS & SYNTHESIS
Understanding what everything meant was made possible through intensive data analysis, pattern finding and synthesis into insights. The resulting opportunity space provided a robust strategic platform for ideation and concept development.
