Aseguradora Yacyretá Offices – Asuncion
Yacyreta Insurance revamped its customer service with the innovative Experience Center, focusing on creating a tranquil, biophilic space with sensory elements and a distinct visual identity, setting a new industry standard.
Yacyreta: The Experience Center Transforming Customer Service in Insurance
Yacyreta Insurance, with over four decades in Paraguay, challenged traditional industry perception by setting out to redefine its customer service. Seeking to build trusting relationships in a welcoming environment, the company relied on Contract Workplaces to create the innovative “Experience Center.”
The main goal was to transform a space typically associated with stress into an environment of tranquility and well-being, where clients feel cared for while managing their needs. This innovative approach aims to enhance the insured’s experience, reaffirming the company’s commitment to service excellence.
A Public Square for Relaxation
The project was developed in a remodeled block, separate from the company’s operational area. The central concept of the “Experience Center” evokes an open “public square,” designed for relaxation and surrounded by greenery, water features, and comfortable furniture. This central agora is structured into public, semi-private, and private areas, optimizing comfort and service efficiency.
The design focused on sensory stimulation to create an enveloping and welcoming space:
Biophilic Elements: Natural vegetation and a central water fountain.
Comfort: A coffee bar at the entrance and unconventional waiting areas, such as hanging hammocks and massage chairs.
Atmosphere: Selected aromas and ambient sound.
The primary challenge was balancing this rich sensory experience with the insurer’s operational functionality.
Materials, Color, and Identity
The design focused on selecting forms and materials that foster emotional bonds and a connection with nature. The choice prioritized warmth, durability, and aesthetics:
Color Palette: Shades of blue, gray, and white, with orange accents for dynamism.
Textures: Wood finishes, carpets in private areas, and stone-look vinyl coverings in public spaces.
Visual Identity: The customer service pods feature a hexagonal design, inspired by the insurer’s logo, consolidating the brand.
The Operational Block
The operational block, developed across two levels, houses the call center, boardroom, and managerial offices. Its aesthetic is more sober, featuring a palette of dark grays with orange accents, striking a balance between professionalism and warmth. The layout favors functionality and visual connection.
A New Industry Standard
Ultimately, the Yacyreta project aligns with trends that prioritize experiential design and biophilia. The integration of architectural design with sensory impressions creates a unique environment, positioning the “Experience Center” as an innovative model that redefines the customer-brand interaction, fostering lasting relationships.
Design: Contract Workplaces
Photography: Leonardo Méndez
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