LähiTapiola retail pilot

Client

LähiTapiola

Information

2016

What we did

Service Design
Interior Design
Furniture Design

Location

Helsinki

Physical and digital customer service experience

The new customer service path designed for the insurance company LähiTapiola challenges the traditional insurance office: could it be more than just queuing numbers and booths? By acknowledging the needs and demands of modern-day customers, we designed a customer service path. The concept pilot “Life Safety” was implemented in the Iso Omena shopping center. The different spaces of the inviting entity serve different kinds of customers.

The office also serves as a meeting place for people and neighborhood communities. The core of the concept is integrating digital services into a physical space – this was made possible by collaborating with Reaktor, responsible for the design and implementation of digital services. The pilot phase proved to be a success: the personal sales figures of insurance sellers rose and the office solutions supported modern insurance sales work.