Integrity are retained by Waitrose on all of their new store build and store refurbishment projects to provide customer journey consultancy.
Our role
Our team is involved at all stages of the construction process from initial feasibility to store opening. Beginning with an analysis of the proposed site we research access routes for vehicles and pedestrians, and investigate how the customer will easily find the store regardless of their mode of travel. This research is developed into a detailed site pack by our consultants.
Following this initial analysis our team begin to design the optimal customer journey, drawing on street and architectural plans and liaising closely with various stakeholders including Waitrose, local authorities, and existing residents of the area.
Site information packs
Extensive use of clearly annotated diagrams and photographic records ensures that a variety of complex challenges are easily identified and their resolution understood. We also use sketches and mock-up annotated photographs to provide a clear picture of the issues and proposed solutions.
Extent of our work
Integrity are retained on all of Waitrose’s new build and refurbishment projects in the UK. The work undertaken covers a diverse range of urban and rural environments, and we have experience of the differing treatments required, while understanding the need for a consistent experience regardless of the local surroundings.
Our work on every site includes the design and development of highway, pedestrian, car parking, informational and statutory signage schemes including liaison with local authorities and discussion with district and borough councils and highway departments. Integrity also manage the planning application process, and have extensive experience of integrating the requirements of our client with the wider requirements and constraints of the surrounding environment.
Industry or sector
Retail – supermarket
Country
UK
Challenge
Consistent customer journey experience at all stores
Services
Customer journey
Links
Waitrose
Downloads
Customer experience factsheet.