This project was a renovation initiative for China Hong Kong City (CHKC), a shopping mall under the Sino Group.  Located in Tsim Sha Tsui, a core commercial district in Hong Kong, the shopping mall was facing a dual challenge of a confusing navigation system and decreasing revenue, evidenced by a high shop vacancy rate and a low number of visitors. We reinterpreted these issues as “CHKC struggled to effectively attract and retain visitors,” and accordingly set our core objectives: to fundamentally reverse the predicament by improving the visitor experience to attract new visitors, encourage them to stay longer, promote spending, increase return visits, and motivate them to refer friends.