Laya Healthcare

Shaping the customer experience with a flagship walk-in clinic

Brand and environment strategy / research and insights / brand development / interior design / communications / project delivery

Creating meaningful connections

Laya required a design partner to deliver a best-in-class consultant led Health and Wellbeing Clinic in a prime location in Limerick. The site required a transformational approach to invigorate a member experience with a strong focus on brand and environment. The goal was to create real stand out from the competition; balancing an accessible and inviting experience and a strong sense of brand, with the functionality a clinical environment necessitates.

To effectively realise a holistic journey and experience that works harmoniously with a clinical operation, we needed to gain a clear understanding of the various services that the space supports – diagnostics, urgent care and screening. Building on their brand promise ‘Looking after You Always’ we set out to design a solution to reflect the proactive and caring nature of the brand in a credible, warm and welcoming way that fosters genuine connection with members.

Balancing the clinical with warmth

Through in-depth strategy sessions with Laya strategic and project delivery teams we defined a clear collective direction and outcomes for the project. Researching and interpreting global trends and best practice in healthcare environment design, we developed style-scapes as to the intent of the design direction. Integral to our process was reviewing all floor plans to assess and map the optimal customer journey flow and experience.

Our solution involved two cohesive concepts for the ground floor urgent care facility, and the first- floor well-being services area. As white is a colour typically associated with clinical environments, we looked to elements and materials that complimented this adding life and warmth to both areas. Feature lighting in the reception area creates atmosphere, while use of wood brings warmth. Furnishings and graphic elements signal brand expression. Incorporating digital screen features throughout furthers connection with members through engaging content. All combining to give a contemporary, fresh, and inviting appeal to the environment.

Furnishings, branding, graphic manifestations, and way-finding played a vital role. From a striking exterior to a simple door sign, every element was considered as part of the overall design solution. As a result, we created a consistent seamless journey for members to navigate the space easily. This has set a precedent for Laya clinic design going forward.

Conscious design

As a clinical environment, we had to be considered in our design approach, in materials used, and finishes employed. Making sure that materials and finishes were fit for purpose, such as designing bespoke seating elements using elements that were easy to clean supporting hygiene values. Considerations were also given to universal design principles ensuring the environment can be accessed, understood and used by all.

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