Creating an objectively better shopping experience through relevant communication, personalisation, localisation, and a thoughtful omni-channel ecosystem.
In a market full of cookie-cutter convenience stores, Modelorama needed to modernise the shopping experience in their stores to stand out from the crowd and drive growth.
We were tasked with reimagining the customer experience in order to differentiate the chain within a saturated market using an approach to increase NPS score, drive incremental consumption, and deliver incremental profit.
Our approach was to design the store of the future, using a customer-centric strategy with omni-channel retail at its core.
To create a truly customer-centric solution we needed to prioritise the customer missions, creating tactics and principles to improve the shopper experience by mission.
We conducted trade audits to understand store fundamentals and operations. Customer journeys were mapped to develop a detailed understand of the end-to-end purchase path and identify innovation and CX optimisation opportunities. We analysed shopper missions unique to the market to identify pain points and unmet needs that inhibit conversion to purchase.
A transformative store concept
We created a retail experience solution that addressed key shopper pain points while simultaneously creating moments of “surprise & delight”.
This included an omni-channel experience uniquely centred on the “planned gathering” occasions to encourage longer shopping times, bigger baskets, more repeat visits, and more meaningful brand interactions.
Store pilot in Vallarta
Modelorama - Retail Experience Design
In a saturated market full of cookie-cutter convenience stores, we re-imagined the experience of this ubiquitous chain store in Mexico in order to differentiate the brand, drive renewed interest, & bring in new shoppers.