Waitrose / Growth
From food retailer to food service!
A new vision
With changes in shopping and eating habits and competition from food service Waitrose needed to develop a new vision of the store.
LAB worked with a cross disciplinary leadership team to re-imagine the retail experience; develop a live in-store 'test, learn, iterate' process called 'fast and furious' while building the operational capability to deliver it on an ongoing basis.
Insight to implementation
The process involved a stimulating insight dive with leading edge food service, service delivery and retail; re-designing core store elements and developing a repeatable and inspiring 'fast and furious' test, learn and iterate process to grow internal capability among store partners to experiment and roll out fast.
Together we also generated a multi-year pipeline of ideas for adding further value in store and within communities - some rolled out immediately and some still being rolled out; an internal process to generate and test ideas fast and a new vision of retail and customer experience which will continue to evolve as needs change.
The Process involved insight dives, design workshops, capability building, and a 'fast and furious' test, learn, iterate process of live trials.
Energising the whole business
Dwell time, basket size and customer satisfaction stores all increased along with a healthier spread of trade across breakfast, lunch and dinner. Fresh tastings and new advisory services continue to deliver on a commitment to help customers make healthy seasonal choices.
Building a closer connection to customers the 'fast and furious' process and new 'kitchens' and 'grazing areas' continue to be rolled out - the whole business has been energised - able to detect and respond fast to changing customer needs with a culture of experimentation, trial and iteration being built into the organisational DNA.