Frasers Property invests in, develops, and manages properties across Southeast Asia, Australia, Europe, the UK, and China. Headquartered in Singapore, it operates in the commercial, hospitality, industrial, residential, and retail sectors, creating spaces that drive shared value for businesses and communities in 20 countries.
Challenge
Customer expectations have evolved and the old “build it and they will come” approach is no longer sufficient. In today’s volatile global economy, companies must adopt a more agile and forward-thinking strategic approach. Like many industries, the real estate sector is undergoing a transformative shift, with an increasing emphasis on the built environment’s role in societal resilience and a growing demand for sustainable and flexible spaces.
Adapting to these evolving conditions and anticipating future trends is critical for maintaining Frasers Property’s competitive edge. Guided by its purpose — “Inspiring experiences, creating places for good” — Frasers Property recognized the need for developers like itself to adapt quickly to the rapid pace of disruptive change and intense competition across the real estate landscape.
This led the company to strive to become more customer-centric and enable its workforce to be more productive in designing and delivering spaces that meet evolving customer needs. This innovation requires constant attention and engagement with customers.
“Even a marginal improvement in tenant experience can lead to significant savings and improved occupancy rates. However, creating a comprehensive plan to innovate faster necessitates a new people-centered approach — and a platform that can support this evolution.”
Iris Tan, Senior Manager, Strategic Innovation at Frasers Property
Solution
Frasers Property knew it needed to embrace people-centered innovation — and a platform that could offer enough speed, collaboration, and flexibility to transform its operations on a global scale.
After developing its in-house design thinking curriculum on Miro, the Strategic Innovation Team used the platform to train employees, facilitate workshops, and align teams across all its markets.
The intuitive and collaborative nature of Miro made it the ideal tool to scale innovation and streamline processes across the business.
With Miro, design thinking has evolved into a core capability, fully integrated into daily workflows, rather than an afterthought.
“Miro is our go-to tool for collaboration. We use it for everything — from brainstorming and structuring projects to running workshops and aligning stakeholders.“
Iris Tan, Senior Manager, Strategic Innovation at Frasers Property
Teams now use Miro to ideate, prototype, and refine solutions, ensuring that customer-centric innovation is not just an initiative, but standard operating procedure.
Impact
Miro helped Frasers Property accelerate innovation and reduce costs, enabling a shift from a traditional developer-led model to a customer-centric, innovation-driven strategy.
By embedding design thinking at scale, the company has trained teams across multiple regions, fostering seamless collaboration and flexible, repeatable processes for co-designing tenant experiences.
With Miro, teams work asynchronously across time zones, reducing meetings and improving efficiency. Virtual collaboration has eliminated travel expenses for training and workshops, while a hybrid approach continues to create an inclusive environment.
An example of this is, by leveraging shopper insights and co-designing retail spaces, Frasers Property can better anticipate market demands, reduce vacancies, and enhance tenant satisfaction.
These improvements have strengthened tenant relationships and positioned the company for long-term success in a rapidly evolving industry.
“Miro has saved us time, reduced costs, and made innovation more accessible. Our senior leaders and global participants now use it to structure ideas and drive strategic decisions faster than ever before.”
Iris Tan, Senior Manager, Strategic Innovation at Frasers Property
The bigger picture
With design thinking now embedded across the business, Frasers Property is continuously refining its success metrics, expanding self-serve training, and continuing to evolve its innovation strategy — all powered by Miro.
We’ve moved away from simply building spaces to truly understanding what our tenants and their customers need. Design thinking is the foundation of that shift, and Miro allows us to embed it across our entire organization.
Iris Tan, Senior Manager, Strategic Innovation at Frasers Property
