Elevating Interior Design Experiences
Who are they
Angel O’Donnell, an award-winning interior design firm celebrated for its exquisite taste and client-focused approach, sought to elevate its customer experience to new heights. To achieve this, they asked Maverick Partners to conduct a rapid prototype sprint focused on enhancing interactions and set a new standard in personalized service.
The Challenge
Angel O’Donnell have established a stellar reputation, but they recognised opportunities to make their customer experience even more exceptional:
- Inconsistent communication: A multitude of communication channels were being used with clients across the team, sometimes leading to inconsistencies in tone and responsiveness.
- Limited client engagement: Clients primarily interacted with designers during consultations and site visits, with fewer touchpoints between these key moments.
- Lack of personalised experiences: While designs were uniquely tailored to individual preferences, Angel O’Donnell wanted to personalise other aspects of their customer journey.
Our Approach
We ran a five-day rapid prototype sprint involving a range of stakeholders from the business including creative designers, leadership, client relatonship and operations personnel. The sprint followed the established phases:
- Day 1 – Understand: We dove deep into client feedback, analyzing patterns, pain points, and moments of delight. The team mapped the entire customer journey, highlighting gaps and opportunities. A key wow moment: uncovering that clients often felt “in the dark” between design phases, even when small updates could have kept excitement high.
- Day 2 – Diverge: Using creative workshops and ideation techniques, participants generated a wide range of ideas to enhance communication, increase engagement, and personalise the experience. From interactive progress dashboards to surprise “behind-the-scenes” design previews, ideas were bold and imaginative.
- Day 3 – Decide: The team evaluated each concept against impact, feasibility, and alignment with the brand’s ethos. A standout decision: introducing a bespoke digital client portal that could track project progress and deliver curated content at key moments.
- Day 4 – Prototype: A high-fidelity, interactive prototype was built, including new communication tools, immersive design presentations, and personalised content delivery. Stakeholders could literally “walk through” the client journey, experiencing each touchpoint as if they were a client. Wow moment: live personalisation elements impressed the team, showing how small gestures could dramatically enhance client delight.
- Day 5 – Test: We ran usability sessions, capturing real-time feedback on the prototype. Reactions were immediate and enthusiastic, with several saying they felt “more connected and understood than ever before.” Insights were used to refine solutions, ensuring they were intuitive, engaging, and genuinely elevated the client experience.
The Results
The sprint unlocked fresh opportunities to delight clients at every stage of their journey, from the first consultation to the final reveal. Angel O’Donnell now has a roadmap for more consistent, engaging, and personalized interactions — including digital touchpoints, immersive updates, and thoughtful surprises — reinforcing their reputation as a leader in interior design innovation.
Maverick did a fantastic job absorbing all our wants, needs and pains. I have been hugely impressed.
Billy Casey, Operations Manager
