Industry leading customer service lounge






Lakeside shopping centre, Thurrock, Essex

Project Description:

Customer service lounge

Scope of Service:

Brand and Experience


Media Productions

Project size: 

1,600 sq ft

Project Value:



February 2015

We can help make change happen

To find out more please contact us:
Web: www.sovibrant.co.uk
Tel: +44(0)1423 789388
Email: clientservices@sovibrant.co.uk
SoVibrant Ltd, Hornbeam House, Hornbeam
Park, Harrogate HG2 8QT


As part of the continuing evolution of its retail customer experience, intu commissioned SoVibrant to assist in the development of a new concept for a customer lounge, bringing the breadth of intu’s customer service offering into one unique location. Initially developed for Lakeside shopping centre, the concept is to be rolled out nationally across intu’s estate.

The Challenge

To work collaboratively with the client to integrate multi-channel services into a unique and multi-functional space, incorporating creative branding and signage elements to reinforce intu’s brand proposition, ensure visibility and assist with identification of services.

The scheme had to allow for the inclusion of a wide variety of facilities including mobile phone charging, online shopping, personal shopping, gift wrapping, carry to car, gift card sales and click and collect services.

The Results

Client feedback and media coverage indicate that the customer lounge has been a resounding success. As part of an ongoing relationship with intu, SoVibrant has been commissioned to develop further the lounge concept into a flexible, modular design that can be relocated to take advantage of empty retail units, in readiness for a national roll-out.


SoVibrant worked alongside working environments to achieve the success of this project. Please check out their post customer lounge – intu lakeside shopping centre.

“SoVibrant’s understanding of the initial brief and conceptual response was excellent. You bought innovative ideas to the table and your solution impressed all the stakeholders. SoVibrant has driven the project from the start and intu has been impressed with your responsiveness, customer service, problem solving capabilities and inventive solutions” – Roger Binks – Customer Experience Director, intu Properties Plc

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