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Client: Lloyds Pharmacy
Project: Brand Audit
Brief:
Lloyds Pharmacy engaged Visual Thinking to conduct a comprehensive research exercise to critique the visual execution and retail delivery of the store estate. Our research findings were to be compared against a new store design brief and ongoing development work, to ensure that it was 100% fit for purpose and to influence any further design, development and operational delivery of the new pharmacy outlets.
Solution:
Working alongside the client’s customer research agency and store design partners, the Visual Thinking team created a detailed brand audit questionnaire. This included a series of feedback sessions with staff to evaluate the direction of the development. This was followed by a comprehensive SWOT report, which went on to shape the new design concept, VM merchandising hierarchy and product presentation principles for all product categories. The team went on to complete a series of layout planning activities and planogram tools for various options of product display density and on-shelf methods. We then supported the practical set up in five new trial stores and coached Lloyds Pharmacy staff on how best to manage the changes.
In addition to the new store programme, Visual Thinking led a visual standards programme for stores not involved in the trials. This included producing a step-by-step monthly magazine, each issue based on improving a specific visual aspect of the stores. A store would be briefed on the required improvements then, following successful implementation, the Visual Thinking team would photograph the results, write the copy and produce the magazine; stores were then given one month to introduce the changes.
The new concept was rolled out across the entire Lloyds estate, resulting in improved customer satisfaction scores, and being voted ‘better than other pharmacies’.
“Visual Thinking combines a wealth of knowledge with sharp insight. They challenge the way you work to ensure there’s clarity in how you operate and communicate, providing solutions for customers, and simplicity for your teams.”
Terry Walsh - Marketing Project Manager – Lloyds Pharmacy (Former)
