Iconic London Mixed-use Estate

Challenge

This existing and growing, large prime central London regeneration estate serves a diverse mix of residents, office occupiers, retailers and visitors. The managing agent required clearer insight into existing customer journeys across the estate to identify friction points, align operational teams and prioritise future improvements.

Response

Conductor designed and facilitated an immersive on-site workshop combining a discovery tour, operational data review and cross-functional discussion. Insights gathered from 18 team members helped identify priority customer journeys, operational pain points and key information gaps shaping future CX improvements.

Impact

The workshop created a clear, evidence-based understanding of customer journey performance across the estate. Stakeholders aligned around priority journeys requiring further mapping and improvement, establishing a structured foundation for a phased customer experience strategy.