The Vancouver Club

Customer Management System, 2019

The Vancouver Club is an exclusive members-only club for entertainment, business and events. The Club partnered with Invoke to develop a customer management system that transformed decades of personalised member service knowledge into an instantly accessible digital tool that helps staff serve guests better.

To create a cohesive solution, my team and I immersed ourselves in The Club’s culture – we shadowed the concierge team, held working sessions with accounting, and observed real-life staff and member interactions.

The result is Project Laura, a platform which combines point-of-sale, accounting and booking software into a single web-based experience that is mobile and tablet-friendly, making it easy for staff to discreetly use.