HqO > Case Studies > Elevating Tenant and Retail Experience: J.P. Morgan's Partnership with HqO

Elevating Tenant and Retail Experience: J.P. Morgan's Partnership with HqO

Technology Category

Infrastructure as a Service (IaaS) - Public Cloud
Sensors - GPS

Applicable Industries

Buildings
Retail

Applicable Functions

Procurement

Use Cases

Retail Store Automation
Theft Detection

About The Customer

J.P. Morgan is a global landlord and one of the world's leading financial services firms. They own the Spitalfields Market in London, a bustling marketplace that has been in operation for over 350 years. The market is a well-known venue that provides a lively scene for food, fashion, art, music, and events. Open seven days a week and adjacent to nearby Liverpool Street Station, its availability, proximity to the city, and long-standing history of supporting diverse traders and artists make it a destination for all of London. In addition to public visitors, J.P. Morgan also has to cater to the needs of the office tenants at Bishops Square, a significantly less known office space located at the market.

The Challenge

J.P. Morgan, the landlord of London's iconic Spitalfields Market, faced the challenge of enhancing the property experience for its office tenants, public guests, and on-site retailers. In the wake of the COVID-19 pandemic, the need for health and safety measures, such as building updates and virtually-activated amenities, became paramount. J.P. Morgan aimed to create safer and more engaging experiences for their tenants and visitors. Key objectives included re-opening their office space and market post-lockdown, providing information on COVID-19 safety measures, granting office occupiers access to the market, its traders, and deals, and elevating their sustainability initiatives. They also sought to reduce congestion and create more touchless experiences, such as order ahead capabilities, to supplement their on-site amenities. The challenge was to find a reliable partner and provider to help them achieve these goals.

The Solution

J.P. Morgan partnered with HqO to implement a public version of the Workplace Experience App. This app was designed to keep people informed and connect them to the property in a safe way that also elevated its on-site retailers. After working closely with HqO’s tenant experience team, Spitalfields became the first building in the United Kingdom to provide order ahead capabilities to a public audience. In July 2020, J.P. Morgan launched the HqO Workplace Experience App exclusively for its office users to maximize engagement with Spitalfields tenants. The following month, they successfully released the app to the general public with specific, retail-focused branding. As part of this initiative, mobile ordering was put in place for a number of the food trucks on Lamb Street. Key benefits of this feature included the ability to browse menus at leisure, avoid queues, pay via contactless methods such as Apple and Google Pay, and save time by receiving live order updates directly to one’s phone.

Operational Impact

The implementation of the HqO Workplace Experience App has significantly elevated the experiences at Spitalfields by activating on-site retail and keeping their end users connected in an otherwise uncertain time. The app has been used to communicate key information such as COVID-safe measures and re-opening details. It has also facilitated the booking of events that are being hosted on-site. HqO worked with a number of the on-site retail and food and beverage vendors to curate exclusive in-app deals, promoting the available stores and encouraging visitors to engage with the retailers. Furthermore, the app supports sustainable commuting by offering live local transport information and listing the nearest Santander bikes, docking stations, and the number of bikes available at each station.

Quantitative Benefit

Three of the top five pieces of most engaged with content include order ahead options
Five of the top ten pieces of content are food and beverage (F&B) offers
Heavy user engagement with events information and COVID safety/re-opening information