Fulham Pier: Creating unexpected moments

Challenge/Problems

Fulham Pier, is a 24/7 destination by Fulham Football club. Offering a food market, luxury restaurants, a hotel, spa, and a private members club, sought to streamline the visitor experience across its diverse spaces. However, the client was unsure of the kind of digital product that could best achieve this goal. The brief was unclear, presenting the challenge of ideating a digital solution that would integrate both the physical and digital environments to personalise and enhance the visitor experience.

Pivotal point

Our team conducted several ideation sessions to explore potential digital solutions that could create unexpected moments and allow customers to savour their day at Fulham Pier. We focused on how digital could augment the physical experience at the destination, providing a seamless and engaging journey for visitors.

Solution

We proposed a landmark app for Fulham Pier that would serve as a digital companion to the visitors. The app would provide personalised recommendations, real-time navigation, and insider tips, enhancing the visitor experience. It would also offer features like online table bookings, spa appointments, and hotel check-ins, aiming to streamline the various services offered at Fulham Pier.

To bring our ideas to life, we created a concept deck and brand for the app. The branding was designed to echo the luxury and exclusivity of Fulham Pier while still being welcoming and user-friendly.

Outcome

The concept was well-received by the client, leading to our appointment as their digital partner. We worked closely with them to refine the apps MVP features through workshops.

Learnings

This project reinforced the power of ideation sessions in addressing vague briefs and the importance of aligning digital solutions with physical experiences. It showed us how a well-designed app can greatly enhance customer experience, acting as a bridge between digital and physical. This experience has deepened our understanding of blurring the lines between physical and digital spaces and will be invaluable in future projects that merge these two worlds.