Are you sitting comfortably?

Are you sitting comfortably? Then I shall begin. It’s July 2020, a blisteringly hot evening in Sunny London Town, but there’s an odd stillness to the city. Lockdown means there are almost no planes, few trains, and the weekday commuter hum has given way to gentle tapping of my new Logitech Craft keyboard that arrived earlier in the day (the latest addition to my workspace overhaul).

I’ve always invested time and money into making my desk a place that I want to be and an environment where I can really get my work done. COVID has seen me spend more time here than ever, resulting in upgraded monitors, speakers and other input devices. Just one thing is letting down the dream setup: my squeaking chair that I’ve had for over 5 years, as told by the peeling faux leather.

After hours of reading up on chairs and watching too many YouTube reviews, I finally find myself on the checkout page of the Secret Lab website hitting confirm on an Omega 2020 Black PU Prime 2.0.

Out with The Old?

I’ve sat on a fairly stylish but not particularly supportive office chair for over 5 years. It’s done its job and I’m not even sure I need a drastic change to something different. I’m a keen gamer and it’s difficult to avoid the Google ads targeting me with a plethora of brightly-coloured gaming chairs with bolstered sides that wouldn’t look out of place on the Millennium Falcon’s gun turrets. 

After all, I intend to use this chair at a computer desk to run a business, create graphics, edit videos, write music and play games. The chances of me falling out are unlikely and I’m not convinced I need rally-car-bucket-seat levels of stability. My research keeps pointing towards Secret Lab and a couple of the We Are Sweet team members already swear by them. So as evening turns to night I embrace my inner gamer and take the plunge, pre-ordering the Omega

Packaged to Perfection

Fast-forward 6 weeks of waiting for the next batch of 2020 Omegas to be built and shipped, finally, a huge box filled with chair parts arrives at my door. I’ve never fully understood the fascination of watching people open new products in the form of unboxing videos but I have a complete appreciation for high-quality packaging that conveys expectations, emotions and overall user experience. 

Gone are the days of plain brown cardboard boxes with incomprehensible instructions when it comes to buying tech products. These days, your new mouse arrives neatly packaged in a premium printed box with all the trimmings. But... furniture? I still expected the corrugated cardboard flat-pack from yesteryear and how wrong I was. Secret Lab has captured how special the experience of receiving a product can feel and they have taken things to a whole new level for their chairs.

User Experience

Part of my job is to create experiences that guide users, looking after them at every step. My work is in a digital world where we remove friction and frustrations by giving users everything they need through clear UI, without the need to think. We Are Sweet build websites and systems to enhance interaction, increase conversions, and improve operational processes. Achieving this seamless use of an app or website does differ from a physical product, but applying the same principles makes receiving and building the chair a painless process.

I wasn’t even sure that I wanted a gaming chair. I certainly had no intention of writing a full article about receiving one. But I’m so pleased with the product and the care that went into crafting the experience that here I am using it as an example of what all businesses can do for their customers. Needless to say, I am in no way associated with Secret Lab, I paid full price for the chair with no prior expectations!

Under Construction

I’m the type to spend a long time creating professional photographs but this was a truly impromptu grab-my-phone and snap away at all the attention to detail that played out before me.

The Box

Ok so nothing groundbreaking to begin with, the chair arrived in a nicely packaged but fairly regular box. Although they’ve gone to town with the ink and inverted the design so the text is effectively the unprinted area. This already suggests they’ve thought about things.

Start Here

Immediately evocative wording points out that this is an experience, and it starts here. Even the sticky tape is branded and feels a bit more special. Arrows might seem unnecessary at first, but this makes sure you open the box the correct way round and are presented with the next step.

Congratulations

Very quickly, the unboxing feels personal and helpful. As a customer, I’m given options in the form of video or the printed guide and I’m told what to expect next. The grey foam not only acts as protection during transit but it is designed in a way that you can put it down on the floor to actually work on putting the chair together. 

Assembly

Next, I see the instructions as promised. I’ve never seen such concise instructions with clear colour photos that describe every step simply. This piece of laminated card is huge so it's easy to see the images and you can’t lose it while unpacking all the other components. 

Warnings

First, the big parts come out; the base, seat, and backrest. Everything is individually wrapped and you are warned numerous times not to pull the adjustment handle before the backrest and seat are bolted together. It’s almost impossible to do so as the part in question is also very clearly labeled and even has an emergency screw that needs removing so you can’t do this by accident. 

Reassurance

Further unpacking reveals another nicely branded folder with strong wording that contains the aftercare guide and extended warranty information. This is a great data capture and promotion tool, encouraging you to share your experience on social media to obtain the extended warranty offer. It’s also reassuring for the customer, highlighting Secret Labs’ confidence in their product. 

Accessories

The casters and side covers don’t come attached, which keeps the posted packaging as small as possible. However, even these components are well-packed, feel weighty, and scream quality. The side covers are used to hide and protect the bolts that connect the backrest. These pieces have magnets positioned so they snap on easily in the perfect position with no effort. 

Tools

Beneath the casters, I find some tools that are also beautifully presented in a branded box. It’s hard to ignore the quality of these tools: a proper hand screw and a huge allen key that you instantly know will work properly, the type of tools you’ll be stashing in the toolbox for future use. There are just a few screws that make construction really easy, to the point that you feel guilty for not using the tools enough. 

Putting the chair together was quick and easy. Because of the calibre of tools, concise instructions, clear warning, quality components and a step-by-step approach, it was almost impossible for it not to be. 

All of the packaging and pieces that go into making the chair are a constant reminder that your hard-earned spend was completely worth it. Something as mundane as building a chair became a pleasure and part of the ownership as a result of a thoroughly thought-out customer journey. The choice of language used for the printed materials continuously makes you feel proud to own the product.

The Verdict

I popped the additional pillows on for the complete look and proceeded to take the chair on its first comfort test. Wow. How did I get by before this? The difference is instantly noticeable. The neutral colouring and marketing aimed at ‘creatives’ are what led me to give the Omega a shot. But the comfort and feeling of actually using the chair have completely addressed any of my preconceptions about this being a gamers gimmick. 

It looks good and it feels good. After a week of pretty intense use, I can confirm the Omega is supportive and comfortable. I regularly adjust it, taking the cushions on and off or tweaking adjustments depending on my mood or what I’m doing, but it never fails to feel plush and special. 

Missing the Mark

If you couldn’t tell, I’m chuffed with the chair, but there are a couple of niggles. There's nearly always room for improvement, refinement or further testing no matter how good your user experience is! The Secret Lab website is simple and easy to use but I don't feel the design effectively conveys the luxurious quality of the actual product.

I'd originally wanted the softweave variant but I also wanted the branding to be as subtle as possible, if not completely removed. The bright cyan stitching was simply too much for me and so I opted for the black PU leather instead. I’m not disappointed, and the suede accents sit really nicely as part of the overall design. I’m a little gutted that a black/grey softweave has just been released but what I’d really like is a chair that doesn’t have Secret Lab written all over it. Noble chairs do a great job of making a more mature looking chair. Let us lose some logos, or even better, add some extended customisation options, even if it comes with a cost.

I do use the back pillow but I’d like to see how the Titan’s integrated lumbar support feels in the real world. It certainly looks neater but I definitely don't need a larger chair like the Titan either. I also regularly use the headrest pillow but there must be a tidier way of attaching this instead of an elastic strap going right around the chair?

Final Thoughts

Secret Lab did a fantastic job of keeping me informed of the progress of my order despite the lead time. The experience of receiving the chair and putting it together was less than painless and even enjoyable. Their CRM followed me up shortly after to further promote the longevity and quality of the product to put my mind at ease as a customer.

Anyone that spends long periods of time sitting at their desk should seriously consider upgrading their chair. There are lots of quality suppliers and options available to suit any setup but I would certainly recommend considering Secret Lab's offerings regardless of being a gamer or not. Something that you spend so much time with that directly affects your wellbeing is a worthwhile investment in my opinion.

What desk chair are you using and is it time for an upgrade?