Situation

A national drug chain invested in a pilot retail concept for healthcare. WSL was asked to assess if the pilot would resonate with shoppers/patients, and evaluate its impact to differentiate the chain.

WSL Process

How America Shops® research to defined how this chain’s shoppers manage their health, and how they want to shop for healthcare products and services.

Using this shopper lens, we evaluated the pilot stores to assess the fit between this chain’s shopper expectations and the pilot.

We evaluated what was working, what was not, and the missed opportunities for delivering shopper satisfaction and competitive advantage for general health issues and for chronic or acute conditions.

Innovative global retail concepts from our Retail Safari® service provided inspiration to further differentiate the pilot.

Impact

Ten strategic and tactical improvements were recommended to ensure the pilot delivered a relevant shopper experience that differentiated the chain before it the pilot was expanded.

WSL Services Used

  • How America Shops® insights
  • Retail Safari®

Methodologies Used

  • Analysis of the retailer’s shoppers expectations for health services and how shopping for products
  • Global tour of innovative retail to inspire new services and features that would distinguish the healthcare pilot

Deliverables

  • Recommendations to improve the pilot before roll out
  • Full report and presentation
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