TESTIMONAL:
BRIEF:
Regus is a £1.6Bn turnover office services business operating over 2,000 locations across 120 countries. Its growth has been underpinned by a significant number of acquisitions that have resulted in the need to manage over 150 websites using a multitude of back-end systems. This resulted in significant legacy issues, broken journeys and a significant cost base. Our brief was to redesign the digital journey to support the next generation of digital.
WORK:
Our work focused on being able to utilise customer insight to:
- Define a set of core personas that would work with Regus
- Understand their key needs
- Review competitor and comparative websites to identify best practice
- Develop a set of multi-channel journeys that linked to their core needs and identified the functionality required to deliver against those needs
- Recommend next steps
The work was completed under very tight timescales and was very positively received.
OUTCOMES:
The project provided Regus with a totally new approach to the sale of office space across multiple channels (rather than face to face only). It also allowed Regus to understand the differing needs of specific user groups in terms of engagement, sales and servicing.