Pierre Tilhou's Contact Details

Pierre Tilhou's Company Details

Makethink

Paris, Île-de-France, France • 2 Employees
Design

We believe designing a successful customer experience is not about designing a process akin to an assembly line, but about creating a frame where meaningful interactions between the brand and its users can happen. That way, the brand can better understand the context of their users, and mobilise relevant resources to fulfil their needs and desires.To create this frame, we rely on collaborative design with all client's teams. We use modelling techniques (including virtual reality) to facilitate a down-to-earth design process that covers:People's usages, their needs and motivationsBrand's assets, I.e. the resources they can mobilise and the brand's promiseBusiness and operating models.We conduct the process all the way from inception to physical implementation.This approach allows for great results, notably in complex environment — typically, when various usages are nested within each other, like shopping while traveling through an airport. That's why most of our successes so far have happened in transportation hubs, where we have applied this approach to better monetise traffic and real estate through an integrated promise that encompasses services, retail, and advertising.Keywords: customer experience design, space design, architecture, qualitative and quantitative research, data analysis, brand positioning, business model design, transportation economics, traffic and real estate monetisation.Key customers: since inception in 2019, we have teamed up with JCDecaux, SNCF Gares&Connexions, Lagardère Travel Retail, ESSEC Business School… and more.