Café Franchise Jamaica Blue approached us to design a seamless hospitality experience from top-to-bottom. The challenge was that the experience needed to work not only for a diverse set of people and modalities, but also across the entire network of 126 stores Australia wide.
Working closely with Jamaica Blue, Frost*collective developed the Customer Experience and Brand Strategy in parallel. Aligning Jamaica Blue's business and brand objectives to what drives their customers behaviours was essential when designing the experience across all touchpoints, including brand, comms, product, environment, service and digital.
"Hospitality is an incredibly competitive space, which is why is it critical to create a singular experience that is seamless, consistent and aligned to customers' needs and modes. Ultimately, we want to create a community of loyal customers who choose Jamaica Blue time and time again, because they know they will receive a quality, consistent experience." said Jeanne Ogilvie, Customer Experience Strategist, NEST.
— 10 stores across VIC, NSW, QLD
Number of People Consulted
— 114 on-site customer intercepts
— 58 off-site intercept interviews
— 11 staff/manager/owner interviews
Duration of project