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Customer Journey

Service, interior and showroom products converge
Envisioning the buyer's customer journey became a starting point. Which decision-making moments lie between the moment you think you want a new home and the moment you actually move into your new home. THUIS wants to serve its customers in the best possible way at these particular moments. As a result, a shopper pays a visit to THUIS, scheduling four appointments on a single day in the showroom.

An appointment regarding the future kitchen, sanitary facilities, architectural elements (extension, new dormer window) and wall and floor finishes. The layout of the showroom is designed around these 4 appointments. With the input of our specialised retail knowledge, we created an optimal concept in which service, interior and showroom products converge.

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Tiny house as a recognizable design element
The challenge in designing the interior was to ensure that the product shown is really about the interior. The design of the showroom had to give space to this, without it becoming a chaos of elements and styles. And the space had to remain readable with this multitude of interior elements.

We solved this by applying a 'folly'. An alienating object as a style element and identity layer in the form of a little house. With a pointy roof, as the most basic and identifiable form. In a plain but with attention designed wooden open construction form. We applied this in full-size, centrally in the showroom that enables the location of the different parts in the showroom to be found. And in smaller forms to indicate the location of service desks or to enclose a quiet place like a cocoon.

Natural, cognac, anthracite
In the interior we worked in 3 color groups: natural, cognac, anthracite. These are colors from the house style of THUIS. For each color group, materials have been selected that have a contrast within themselves: hard - soft, warm - cold, smooth - rough. Materials and textures that inspire visitors to put together the right interior. This is the reason why people want to visit a physical showroom.

The design follows the customer's journey
The Layout of the showroom has "the four appointments" as main route. This route is clear and target-oriented. The second tier in the route is intertwined by the arrangements of kitchens, sanitary ware, dormers and wall-floor finishes, you wander and get inspired. Seats have been created where you can retreat with your partner to digest all the information from the appointments or where you can test products.

 

A kitchen in use
You literally enter the kitchen of THUIS. The entrance desk is a kitchen in use, where drinks and snacks are served by the host/ hostess. But it is also the place where a visitor can test various kitchen appliances in use. Through a clear layout, route and bright sightlines, it is easy for visitors to find what they are looking for and at the same time to meander to be inspired.

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