We’ve worked for many years with some of the UK’s top retailers to design and implement first class customer journeys, ensuring that people can find your stores and have an excellent experience whilst they’re on site.
We cover every level of the customer journey design from surveying proposed sites right through to ensuring that the signage elements are properly implemented before the store opens. We’ve also worked to improve schemes at failing stores, with dramatic results.
Case Studies
John Lewis at Home
John Lewis are bucking the recessionary trend by opening new out-of-town home stores. Integrity are playing a key role in making sure that the stores are easily found, meet the high specification expected by the brand, and keep to tight budget criteria.... more
New flagship food hall
With a beautifully designed new food hall opening in their flagship store at Bluewater in North Kent, John Lewis needed to make sure that the store could be easily found by customers arriving at the shopping centre.... more
Identity matters
The calm, refined ambience of Waitrose stores is a major part of their brand, but it can pose a challenge in getting customers through the doors. Once inside, clear signage is needed to navigate through the store. ... more
A step ahead
With the roll-out complete, and the dealer mentality a distant memory Integrity worked with Volkswagen to ensure that we remained one step ahead. ... more
Customer journey design
Integrity are retained by Waitrose on all of their new store build and store refurbishment projects to provide customer journey consultancy.... more
The St Pancras challenge
One of the projects with the tightest turnarounds for East Midlands Trains was when they asked us to transform the performance of their St Pancras ticket office in the week before Christmas, so they could take advantage of seasonal sales. ... more
Brand standards review
Maintaining brand consistency over an estate of thousands of stores is a major challenge. Time and multiple different initiatives can erode the core brand messages. Tesco needed to assess how their brand standards were faring in their stores.... more
Finding their way…
A successful supermarket draws their customer in from ‘macro to micro’ with consistent, brand-led wayfinding. Waitrose felt they needed to reassess their wayfinding, to maximise connection with the customer. ... more