A collection of observations, reviews, experiences and insights - for you to get to know  Innovation Lab.

Dior

Dior
Whilst working with Dior, I wanted the client experience to reflect the prestige of the brand. This led me to introduce a VIP client card system specifically for our counter, along with a more intentional "Welcome." Later, I transitioned into the role of Leader, Events & Promotion Team, working on special events, product launches and representing the brand on stage.

Discovery: The experience matched the promise of the brand.

 

Corporate

Whilst working in the corporate sector, I noticed that meetings were flat, with low attendance and organisers often presenting to only a handful of people. Instead of relying on a conference phone, I introduced Zoom using technology we already had, though weren't utilising. It brought people back into the room visually, creating more energy, connection and participation. When COVID arrived, the system was already in place.

Discovery: Sometimes the best solutions are already there - Change the experience, and engagement follows.

 

Front of House

In a Salon Coordinator role, I was often the first person speaking with clients enquiring about a new treatment. It wasn't simply about answering the phone, greeting clients or managing appointments. I listened, asked the right questions and tailored the consultation to what the individual client needed to know - rather than simply giving everyone the same information.

"My enquiry-to-booking conversion was strong enough that the original commission structure was changed."

Discovery: The first point of contact in your business is an integral part of your client journey. Your business can grow with the right people.