Identify points of friction and opportunities for improvement in the physical store
A consumer goods brand detected lower-than-expected performance for certain products in the physical channel. Despite being correctly placed on the shelves, sales were not meeting targets. They needed to understand shopper behaviour and improve the in-store experience to boost conversion.
We conducted direct observation in hypermarkets and brief in-store interviews with real shoppers. We explored purchasing behaviour, shopping routes, decision-making on the shelf, and barriers to product visibility or choice. We identified key moments in the customer journey in-store and offline, as well as opportunities to facilitate conversion.
A focus on actual shopper behaviour, combining ethnographic observation with actionable insights, enabling the in-store experience to be redesigned to maximise commercial impact and relevance.
