Unexpectedly Refreshing


Upon walking into our local Bupa office, it became clear that they’ve really thought about the customer experience and expectation. 

It was a ‘space’ that felt good to be inside, an uplifting and efficient twenty minutes. We entered with a functional mindset and left feeling more delighted than expected. 

I like this as an example of how you can transform people’s expectations. In this case, from an anticipated to be mundane process into something more pleasant and even enjoyable. 

People want to be pleasantly surprised.