HP

HP’s Customer Welcome Centres bring enterprise customers into the brand to experience technology, understand solutions and engage directly with HP teams. Unlike retail, the environment is built around hosted demonstrations, presentations and conversations rather than browsing or passing trade. The programme runs across five countries. Greater Group delivered the Singapore and Sydney centres in 2017, a further centre on Collins Street in Melbourne, and a 3D print Customer Welcome Centre in Chongqing between 2018 and 2019.

The challenge was to deliver that experience consistently across five markets despite different buildings, contractors, approvals and local supply chains, without requiring HP to manage a separate design and delivery model for every country.

Greater Group treated the Customer Welcome Centre as a repeatable experience rather than a series of individual fit-outs. Design, procurement and supply were coordinated across the programme, establishing consistency in the spaces, equipment and elements most important to the customer experience while allowing each centre to respond to its local conditions.

A shared design and documentation framework provided the consistency, while coordinated procurement and supply ensured the elements defining the experience could be delivered to the same standard across every market. In Chongqing the same framework absorbed a different brief, a 3D print centre carrying its own media screen requirements, without departing from the environment established in Singapore, and Greater Group produced the media screen usage guideline that went with it.

The programme gave HP a consistent platform for enterprise engagement across the region, ensuring the quality and clarity of the customer experience did not depend on location.

By coordinating design, procurement and supply as one regional engagement, Greater Group created a repeatable model capable of adapting to five different markets and their buildings while maintaining a recognisable HP environment. Singapore set the standard, Sydney and Melbourne reproduced it, and Chongqing demonstrated that the model could absorb an expanded format without losing it.