L’Occitane
Experience design for the new flagship store that takes customers on a sensorial journey into the world of L'Occitane.
Brief
How can we inspire new and loyal customers to visit the L'Occitane store and encourage product trial, increase in-store dwell time and prompt sharing of her experience online?
Concept
We created an interactive, immersive and highly-instagrammable store experience that takes customers on a sensorial journey into the world of L'Occitane.
Experience
A landscape of new touchpoints engages and inspires guests with single-gesture fragrance trial, hands-on self-led product trial, a unique hospitality offer by Pierre Herme, playful sharable moments, customizable gifting offers, and rich digital and physical storytelling. Luxurious complementary services by L'Occitane artisans, from speedy hand massages to tailored rejuvenating facials, are made complete with signature service rituals, elevating each guest's experience.
Role
︎ Customer experience concept
︎ Staff service strategy and manual
︎ Signage and storytelling, concept and graphic design
︎ Uniform and VM concept
︎ Staff service strategy and manual
︎ Signage and storytelling, concept and graphic design
︎ Uniform and VM concept
Outcome
Since opening, L'Occitane has seen an unprecedended increase in sales and press mentions. It has become a destination for relaxation, indulgence and enrichment for both new and loyal customers, in the heart of London.
Awards
Press Mentions
Credits