‘We believe customers are catalysts for innovation’

Founded in 2004, we partner clients from across the globe – working out of our studio in London and Los Angeles. We are a culturally-curious team with a real world view, providing deep insight and strategy to clients, brand positioning, innovation & new revenue model ideation, and brand experience design – blending physical and digitally-connected journeys.

We’re proud of our client list which includes Amazon, Christian Louboutin, Dunhill, H&M, Hammerson (REIT/shopping centres and mixed-use on LSE/FTSE 250), Harrods, Hilton Worldwide, MSD Capital (private investment), The National Gallery London, PPHE Hotel Group, Primark, Tesco, Starbucks, Soho House & Co.

Each of these clients is progressive, category-defining, and serious about playing a significant, active role in their customers’ lives. We believe customers are catalysts for innovation because of the increasing demands they make on the brands they choose. Our focus is on creating memorable and transformative experiences for them and for the brands they love.

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By understanding new customer behaviours and the experience landscape, we help brands re-shape their customer journey experience to ensure they are fit for the future, re-imagining through innovation and design, the potential of both physical and digital touchpoints for brands, retailers and hospitality operators who want to re-orientate and transform their business models.

In 2013 we were chosen from a global search to partner Amazon on developing their first physical retail experiences, bringing the earth’s most customer-centric and largest online brand into the real world.

In 2016 we launched our digital real-time customer research tool, emotiveye™ to go deeper into understanding customer needs, pairing these insights with our knowledge of global trend insight to proof point our design of world-class engaging experiences.

In 2018 we were assigned the Inventor Patent alongside Amazon for the Treasure Truck and were Winners at the Transform Awards North America.

After many years working in the USA, in 2019 we moved our Los Angeles studio, taking space in Mother LA.

‘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

We are specialists in designing transformational customer experiences.

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
  • Ann White
    President, Household USA
  • Paul Bentley
    Managing Director
  • Siu-Lan Choi
    Creative Director
  • Elliot Price
    Creative Director
  • Dan Whetstone
    Account 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
  • Sandra Cañabate
    Designer
  • Kevin Chote
    Designer
  • Carmel Conway
    Designer
  • Ria Darai
    Designer
  • Zara D'Costa
    Insights Researcher
  • Thomas Flint
    Designer
  • Emily Gasparro
    Studio Manager
  • Lee Hampson
    Designer
  • Karen Richardson
    PA to the Directors
  • Pratik Vyas
    Brand Experience Strategist

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