Work/Vicinity Centres

Enhancing visitor experience through smart wayfinding

We partnered with Vicinity Centres to redesign the Chadstone Shopping Centre app, making it easy for visitors to navigate 500+ stores, find parking in real time and access personalised offers. The new app saw a 58.9% increase in downloads and delivered an award-winning digital experience.

Interior view of a shopping centre featuring a sweeping glass roof and modern architectural design. Shops such as H&M and Uniqlo line the upper level, with pathways for shoppers below.
Two mobile app screens feature a shopping centre interface, including the main navigation menu. The left screen shows options like find a carpark and gift cards, while the right screen displays a map with categories for shopping, dining, and facilities.

Challenge

Post-pandemic shifts in shopper behaviour showed that the existing Chadstone Shopping Centre app wasn’t meeting visitor expectations. Shoppers found it difficult to locate stores, services and amenities, reducing satisfaction and engagement. They needed a new app that connected digital convenience with the in-person shopping experience.

Solution

We developed a mobile experience that puts the needs of shoppers first, blending intuitive design with reliable technology. Built on a scalable React Native foundation, the app delivers features that map real-world needs:

  • Smart indoor wayfinding
    Using Bluedot and Mapped-in for in-door navigation, visitors can easily find stores, services and amenities.
  • Real-time traffic and parking
    Live updates on traffic and parking reduces stress and makes visits smoother.
  • Tailored rewards and offers
    Through Airship customer experience platform, the app delivers personalised offers and user insights continuously improve app performance and shopper value.
  • Centralised service bookings
    A simple booking hub for centre services, saving visitors time and effort.

Impact

The redesigned app makes shopping at Chadstone easier and more enjoyable. Its new features have driven app downloads and higher engagement.

App download purple

58.9% increase in downloads year-to-date, proving its relevance and appeal

magnifying glass with up arrow purple

Greater operational insights for Vicinity Centre through shopper behaviour analytics

medal with star purple

Winner of Mobile App Development at the 2024 Australian Web Awards

A mobile navigation screen with a shopping centre map. It provides lift-accessible walking directions from Adidas to AJE, including distance, turn instructions, and the location of your destination.
A mobile app booking screen over a backdrop of an outdoor shopping precinct with arched walkways. The booking details show a butler service reservation, notification reminder toggle, date, time, and information tabs.
A modern shopping centre atrium with a curved glass roof. Large red Lunar New Year installations displaying tiger motifs are arranged in a circle beneath a prominent event banner and surrounded by luxury stores such as Dior.
Two mobile screens from a shopping centre app. The first shows a competition entry with scanned receipts, remaining spend and submission details. The second screen shows entry confirmation for a prize draw, including total spend and a button to go to the competition.
A group of people stand inside a shopping centre under a large, curved glass roof. Behind them, a row of shops is visible under natural daylight, with festive decorations hanging from the ceiling.
A mobile app screen displays shopping centre hours, holiday hours, and a real-time graph showing popular arrival times throughout the day. Colour-coded bars highlight peak and off-peak hours.

Technologies

  • React Native
  • Algolia
  • Waivpay
  • Mapped-in
  • Airship
  • Bluedot
  • Storyblok

Services

  • Digital product strategy
  • Platform architecture design
  • Journey mapping
  • Experience design
  • Mobile app development
  • Third-party integrations

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