Retail Redefined

Telstra

 Retail Redefined

How might we quickly frame, generate, pick, prototype, and test solutions for engaging customers in a future store front and gallery zone?

Telstra had already worked extensively to establish a future retail store concept. Using a high-fidelity prototype and over 200 customer tests, the design of much of the store had been set. However, their brand and design teams were not yet satisfied that they had found the right way to entice and engage customers in its store front and device gallery zones.
By facilitating a four-day design sprint, Pivot was able to help a multidisciplinary team of experts quickly frame, generate, pick, lo-fi prototype and test possible solutions to their challenge. While not every design hypothesis was validated, the team were ultimately able to devise better solutions while avoiding any costly hold-up to the launch of a future store pilot.

Telstra launched a pilot store in Melbourne in March 2018. In 2019, Telstra was awarded the Store Concept of the Year at the Inside Retail Retailer Awards, for its first Future Retail Environment activation at The Glen, Vicinity Centres in Victoria.

The Challenge
Use a design sprint to help the Telstra team uncover more effective ways to entice and engage customers through its store fronts and device gallery zones.

The Outcome
Telstra went on to improve key elements of its store design as a whole and launched a pilot store in Melbourne in March 2018. In 2019, Telstra was awarded the Store Concept of the Year at the Inside Retail Retailer Awards, for its first Future Retail activation at The Glen, Vicinity Centres in Victoria.