‘We believe customers are catalysts for innovation’

Household is an award-winning brand experience design agency and specialist in retail and hospitality.  We deliver transformation for global brands through enhanced journey design and immersive physical and digital experiences.

We believe the need for transformation has never been so critical. Retail is going through fundamental change and business leaders are being challenged to think innovatively to evolve – often radically.  Household is meeting these challenges by merging retail, hospitality and technology experience design – where entertainment creates deeper love and loyalty, convenience is defined by new and personalised services, where communities can grow through inclusion and connectivity, and where digital means that almost anywhere can become a retail engagement space.

We are designing for a thrilling world of new retail and customer.

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Household helps brands understand the needs and expectations of hyper-engaged global customer communities who are thinking much harder about the brands they choose and shop with.  We call this group ‘The Participation Generation’ and see these customers as the catalyst for innovation, using our insights to power our creativity.

By breaking with convention, we are reinventing the role of new retail through the design and delivery of captivating experiences that open our clients’ eyes to new possibilities.

We’re proud of our client list which spans Amazon, Christian Louboutin, Warner Brothers, H&M, Hammerson Harrods, Hilton Worldwide, MSD Capital (private investment), The National Gallery London, PPHE Hotel Group, Primark, Tesco, John Lewis Partnership, Starbucks, Soho House & Co, Sky and Diptyque.

‘Household brought energy and ideas to the table. Together we created something fresh and desirable for our guests’
Nick Jones, Founder – Soho House & Co

Our Skills and Expertise

Experience Design and Delivery

We create customer and guest journey experiences through environments, communications, services, new products, and people. We design and project manage through to delivery.

Areas of specialism:

  • Personality: How it looks, how it feels, how we talk
  • User experience and user interface design
  • Environment format, layout and flow
  • Interactive installations and activation
  • Communications and content
  • Prototyping, testing and launch
  • Format adaptation and development
  • Value engineering for roll out
  • Project management and liaison across programme

Experience Strategy

We set clear direction for brands and customer experiences that drive growth

Areas of specialism:

  • Customer persona and mindset creation
  • Customer experience strategy
  • UX strategy
  • Experience journey planning
  • Proposition and idea development
  • Insight into innovation Roadmap

Research and Insight

We uncover and identify rich insights and opportunities

Areas of specialism:

  • Sector, business and customer research
  • Global benchmarking, research and safari facilitation
  • Trend insight and ideation
  • Workshops and internal engagement
  • emotiveye™ – proprietary ethnographic research

Brand Strategy, Design & Storytelling

We design brands with purpose, from narrative and naming, through identity and across all touchpoints

Areas of specialism:

  • Brand proposition, definition and architecture
  • Brand identity and design
  • Brand communications, campaigns and packaging
  • 2D and 3D visualisation
  • Video and motion graphics design

The people who make Household

  • Julie Oxberry
    Group CEO
  • Michelle Du-Prât
    Group Strategy Director
  • Andy Revell
    Group Finance Director
  • Paul Bentley
    Managing Director
  • Siu-Lan Choi
    Creative Director
  • Cat Stedman
    Design Director
  • Miranda Porter
    Account Director
  • Thomas Howlett
    Design Director
  • See the rest of our team
  • Mark Humphrey
    Executive Producer USA/Hospitality
  • Kevin Chote
    Designer
  • Zara D'Costa
    Insights Researcher
  • Thomas Flint
    Designer
  • Lee Hampson
    Designer
  • Phébe Morson
    Studio Manager
  • Karen Richardson
    PA to the Directors
  • Catherine Wright​
    Senior Client Manager
  • Pratik Vyas
    Brand Experience Strategist

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