Lakeside shopping centre, Thurrock, Essex
Customer service lounge
Scope of Service:
Brand and Experience
1,600 sq ft
We can help make change happen
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.
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.
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.