In-store experience study

The client: A leading Australian retailer

Background: Our client was undergoing a substantial redesign and update of their store

environment. A new approach to in-store category management, zones and the customer

experience was being considered in order to drive sales and to stand out against the competitor

offer.

How will customers react to a complete store redesign?

A series in home visits and assisted shops were conducted

with shoppers of the client and competitor stores to identify

core drivers and identify gaps in the current store

experience. Once the new layout was developed, a series

of exit interviews were conducted with shoppers before and

then following implementation of changes.

Home visits and assisted shops to identify gaps

The outcome…

Our client moved forward with a design concept based on

research insights. Using knowledge gained about shopper

attitudes and behaviour, our client prioritised key elements

critical for creating new design guidelines.

In-depth feedback on best practice retail experiences across

departments, as well as specific feedback on new initiatives

was used to help develop the new store layout and design.

This included a focus on specific elements including fixtures,

fittings, layout, and signage.

LATITUDE INSIGHTSChanging the conversation

Melbourne office312 Waverley RoadMalvern East VIC 3145P: +61 3 9571 1199

Sydney officeSuite 8, 43-45 Burns Bay RoadLane Cove NSW 2066P: +61 2 9420 2337

E: conversations@latitudeinsights.com.auW: latitudeinsights.com.au

For more about this study contact:Dianne GardinerCEOdianne@latitudeinsights.com.au0417 323 765