Mosoblgas — rethinking experience and space

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Context

Mosoblgas is the state unitary enterprise that is responsible for gas supply in Moscow region. The company wanted to become modern, accessible and transparent for clients, so it decided to simplify the gasification procedure for housing and launched new services.

They wanted us to work on the customer journey of their clients and an interior concept for their offices.

Task

We were commissioned to translate the existing graphic system into retail and service spaces, create pilot offices and supervise construction.

Analytics

Our project team carried out a series of interviews with Mosoblgas staff to evaluate the existing customer experience. They found weak spots in the layout of service spaces, navigation and customer touchpoints.

Solution

Design research showed that we should brighten up navigation, use bigger letters and symbols, and implement infographics, icons and arrows. Instead of abbreviating department names, we proposed to start talking to clients in their language.

We planned a standardized interior design system that helped improve service levels. Service desks replaced tiny windows; we also introduced semi-transparent dividers and shelves to put personal belongings during consultation. We designed information boards with color-coding, naturally lit waiting areas, tall desks to fill out forms.

The new visual system was flexible enough for any space as elements like photos, illustrations, symbols, posters and panels communicated emotions and brand message.