Customer Experience / Journey Design / Future State Ideation
The Volkers House team (Engel & Volkers) engaged us to define the guest and resident experience for their first luxury residential site in Spain. The brief combined an on-site CX audit, experience ideation and journey design to help articulate what the brand should feel like in practice. Our work shaped the early foundations of the offering and created a scalable experience model for future properties.
The Volkers House
AI Imagery generated to visualise key brand experiences.
The numbers
Project Summary
Budget — $60k EUR
Timeline — 6 weeks
Locations — 1st site: Majorca, Spain + expansion plans in Costa Rica.
Deliverables — CX recommendations, circular journey map, experience principles, x11 prioritised & visualised ideas for future implementation
My role & responsibilities
The PM Challenges
I led the full CX programme from site visit to final recommendations, coordinating strategy, research and workshop delivery. The core challenge was defining an experience for a concept still in formation, with stakeholders from real estate, investment and hospitality each bringing different expectations.
I managed and supported our Strategy Lead to run a two-day workshop, aligning cross-functional teams and ensured the ideas generated were both ambitious and operationally viable. The goal was to design visionary hospitality experiences, while also balanacing clear, actionable potential outcomes: ensuring to maintain brand aspiration alongside practical implementation.
Site visit at the partially complete property in Majorca.
Project Materials
Circular Journey Map (resident & guest experience)
Experience Pillars
Example Idea Card, with supporting application materials (events, merchanising, brand experience)
A clear experience vision to guide the first site, and future expansion
The outcome
Delivered a cohesive CX blueprint, circular journey map and a set of signature experiences that brought the brand to life and provided a scalable foundation for subsequent properties.