Defining the connected customer experience
PROJECT LEAD • FJORD
As part of a major transformation toward customer-centricity, Scentre Group (owner of Westfield) worked with Fjord in a series of projects to redefine how they related to their customers across their vast network of digital and physical touchpoints.
In a breakneck two-month series of sprints, the project redesigned Westfield.com.au’s 40 shopping-centre websites from the ground up with a key emphasis on content discovery and leveraging real-time data to enhance the customer experience, based on in-depth journey mapping and ethnographic research insights.
The website redesign evolved into a full-scale rebrand of one of Australia’s most valuable and cherished brands, with a complete roll-out executed soon after.
Following from the website and brand work, Fjord continued the relationship, working collaboratively with the client to define the future strategy for digital-physical experiences across all of Scentre Group’s retail destinations.