Hickeys Pharmacy
Enhancing Customer Experience through Customer Friendly Design
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A Progressive Vision for Hickeys Pharmacy
The aim of this project was to transform Hickeys into a welcoming, neurodiverse-friendly environment that promotes easy navigation and interaction to increase footfall & customer purchases and promote curiosity to encourage repeat purchases.
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Design Dilemmas
- Budget Efficiency
Maximising the impact of every purchase to ensure high returns on investment, particularly in display and layout enhancements. - Strategic Investment
Allocating budget to areas most likely to increase sales, such as high-traffic zones and product highlight areas. - Reuse of Existing Fixtures
Integrating existing structural elements and fixtures into the new design to cut costs and maintain familiarity.
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Services delivered by synnott design
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Strategic Design for Maximum Impact
- Time In Motion Studies - Customer Flow Optimisation
Use of time in motion studies to analyse customer movements from entry to exit, identifying bottlenecks and high-traffic areas. This data helped reconfigure the layout to facilitate smoother customer movement, reduce wait times, and enhance the shopping experience. - Time In Motion Studies - Dispensary Flow Optimisation
Use of time in motion studies to analyse the dispensary workflow. This enabled us to locate different workstations and storage areas in the optimum locations to maximise workplace efficiency. This enables the dispensary staff to increase the number of prescriptions processed allowing for growth. It also minimises mistakes and maximises customer satisfaction. - Fixture Placements
Strategically placing key product displays, such as skincare or daily essentials, along natural customer pathways to maximise exposure and ease of access. - Lighting Enhancements
Using targeted lighting to highlight special offers and best sellers, creating visual appeal and drawing attention to high-margin products. - Reuse of Infrastructure
Carefully assessing existing layouts and fixtures to incorporate them into the new design, reducing waste and expenditure.
Redefining Customer Experience at Hickeys
The redesign of Hickeys was completed within budget, with expenditures focused on areas that provided substantial returns. The pharmacy now boasts increased sales, particularly in prescriptions, over the counter medications and vitamins, minerals and supplements, and has achieved a significant rise in average transaction value. The environment is more intuitive and engaging, leading to greater customer satisfaction and repeat visits.
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