Customer Driven Transformation: Download the first two chapters

B&Q Service-Led Store Concept

Vision for Experience Stores

B&Q Service-Led Store Concept Image

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.

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