Helped them better understand the market and how they are performing in it, from an experience perspective, including, a CX audit and competitor benchmarking exercise, developing experience principles and associated scoring criteria, before completing an omnichannel review of the end-to-end shopping experience for B&Q and a number of key competitors
 

Helped them understand their customers – undertaking customer research to better understand the motivations, drivers and pain points, when selecting a kitchen brand 
 

Helped them understand what’s possible – running an out of category safari to identify what best in class experience looks like, across the globe and throughout different sectors, providing stimulus for remote, innovation hacks
 

Helped them to define a new vision for the business – Developing a new vision and proposition and then creating new concepts for omnichannel services and solutions that help people feel inspired, manage budgets, and plan, design and buy their future kitchen
 

Helped them quantify the value of what we proposed – Using research methodologies to understand the impact on customers, combined with various business metrics to quantify the commercial value of our work we developed a robust investment proposal for the board