This project is a real-time exploration of the Cx design strategy development for a healthcare retail organization. Its primary goal is to redefine the retail experience within the healthcare and wellbeing sector. Faced with the challenge of creating innovative brick-and-mortar (BnM) retail store models under stringent time constraints, the project adopts an accelerated and iterative design process. A comprehensive research-based approach is at the project's core, blending quantitative and qualitative methods such as market studies, demographic analysis, consumer interviews, and surveys. These methods aim to discern industry insights and consumer preferences, acknowledging the critical role of pharmacies within the healthcare system. Through in-depth stakeholder interviews, the project identifies services that can enhance the retail experience, aligning with the organisation's vision of promoting wellbeing and improving quality of life.
The findings redefine the project's overarching brief, addressing unique challenges and opportunities within the healthcare retail domain. A comprehensive brief and macro strategy is created that informs various design domains, including spatial planning, service design, branding and communication, fixtures, and product design. To expedite exploration within the live project's constraints, collaborative partnerships with distinguished agencies and universities are established. These collaborations address specific needs and briefs derived from research insights. An experimental and iterative approach leads to the creation of scalable design typologies, continually refined based on feedback. This framework guides the implementation and future directions of the pilot, adaptable to evolving business and consumer needs.
In conclusion, this study advocates for a more extensive integration of design methodologies into the business and project cycle. It promotes a consumer-centric experience tailored to the healthcare consumer's specific needs across diverse markets. Despite real-time constraints, this project underscores the organization's commitment to revolutionize healthcare retail. It exemplifies the synergy between academia and industry, propelling both towards transformative success in the dynamic markets of today.
