Retail & hospitality
We help you sell more and lower your costs, and have happier, loyal customers.
Increased revenue, shorter queues & happier customers.
We’re experts in digital solutions that work with F&B & retail businesses.
We’ve done this in luxury and high volume retail, in hotels, quick-service restaurants & family dining, and more.
We don’t just throw tech at the problem, we work out what will fit properly with your organisation and your customers to deliver something you can support operationally, own and continuously improve.
Our retail experience covers: omnichannel retail (e.g. buy online collect in store); sales kiosks; connected customer journeys — design of trackable customer journeys in store which drive realtime personalised content & analytics; In-store digital experiences.
Our Hospitality experience includes: check in/out at hotels; guest requests & in-room service solutions; digital food ordering kiosks & mobile food ordering.
Driving footfall, intelligence and sales
We help businesses of all sizes to trade online, enable successful self-service, and to maximise profits with behavioural design tactics.
Check in online, save time at the hotel.
We defined an end-to-end guest experience for LEGOLAND hotels in partnership with Merlin’s hotels team.
We looked at the operational workflows and identified ways to use mobile and digital kiosk services to allow guests to spend more time doing what they love.
Digital self ordering in restaurants
We helped Merlin Entertainments with pilots in kiosk and mobile app ordering.
We mapped guest & operational flows in time and motion studies. analysed the products and promotion and designed journeys to optimise the use of self-serve channels and work around operational constraints.
This drove incredible yields in every location we trialled, and informed the go-to-market strategy.
How might we drive footfall in a retail store?
We co-designed Live Action Chase with Merlin, LEGO and SONY — an installation to drive footfall and engagement in a retail store using an interactive projection feature.
Guests could pick up a LEGO box to activate the game, where the system would recognise and highlight the vehicles & characters. Then those vehicles take part in a cops & robbers game designed for children.
We ensured every aspect of the experience was seamless, including setting up pick-up-later and hotel room delivery options for guests who were spending more time in LEGOLAND.
Connected customer journeys in physical retail
We helped GVC, the brand behind Ladbrokes and Coral to explore a model shop which leveraged tech to make a joined-up customer journey.
Who dwelled at the digital screens? Did they come in-store? What next — did they check the early prices then use a self-serve terminal.