B&Q Service-Led Store Concept

Vision for Experience Stores.

The DIY retailer, in collaboration with Engine Service Design and their retail design agency, aimed to enhance the in-store experience through a service-led store concept.

The Challenge

The DIY retailer wanted to respond to competition from online-only retailers with a greater emphasis on service and experience in its physical stores. They asked Engine Service Design in partnership with with their retail design agency to develop a service-led store concept, to be piloted in one of their flagship stores.

The Outcome

Designing a retail concept store focused on providing services not only enhances the customer experience by offering added value and convenience but also creates opportunities for the retailer to establish stronger brand loyalty and drive increased customer engagement, ultimately leading to higher sales and long-term success.

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