On the 12th February we visited Seren, a consultancy that helps clients to achieve business transformation through a customer-centred approach. The offices are situated in the heart of Shoreditch and they fit in perfectly! In fact, if Seren were a place, it would be Shoreditch. The front of the building is completely glass so you can instantly see the inner workings of the organisation. The large open plan office exhibits a collaborative culture that seemed to be working. When we entered nobody was at their desk alone. The many discussions created a buzz that instantly gave the impression that Seren would be an energising place to work. This confirmed by the many awards that Seren has won, presented proudly by the front entrance – alongside some handy sanitizer.
We were then taken to a relaxed yet professional room, table football and sofas on one side and a board table on the other. The room looked over the ‘labs’. The labs, as Seren describes, are “one of the most exciting research and innovation spaces in London”. Each has been equipped with leading technology in order to create a unique experience for Seren’s clients – and they have pretty cool names.
A focus on detail and high quality, as seen with the labs, was evident throughout our trip. The level of enthusiasm portrayed by the staff excited not just me, but a lot of the group. After completing a workshop and practising with the models that Seren uses on their own clients I recognised the importance that customer insight and service design has on the brand and how much of a huge role it has on the brands success. After the trip my group and I used the same methods on our own clients. Putting consumer insight as a priority was exactly what we needed to refresh our thinking and learn something completely different. So thank you to Seren for your enthusiasm that pushed us to see the light in the utter importance of consumer insight.