This retailer, a household name with over 1,000 locations across multiple continents, recognized that its stores were falling short of creating an inclusive shopping experience. As customer demographics evolved, so too did expectations around accessibility, inclusivity, and engagement. The traditional layout and customer journey no longer supported a seamless experience for all shoppers, particularly those with disabilities or unique cultural backgrounds.
The company needed more than surface-level changes—they required a fundamental shift in how they approached their physical spaces, customer service, and overall brand experience. That’s where Woods Kovalova Group came in, armed with our expertise in holistic transformation and deep commitment to aligning business objectives with human needs.
From the outset, we knew this project required more than cosmetic changes. It demanded a comprehensive reimagining of the customer journey. Our approach began by deeply understanding the retailer’s existing operations, customer base, and aspirations for the future.
We started with an in-depth audit of their current store designs, identifying barriers that prevented full inclusivity. This included everything from narrow aisles and high shelves to inconsistent signage and inaccessible dressing rooms. We also analyzed customer feedback and conducted focus groups with individuals from underrepresented communities to capture the lived experiences of those who felt excluded.
The solution needed to be transformative, not incremental. At Woods Kovalova Group, we believe that change comes not just from addressing the visible, but from shifting the underlying mindset and culture that drives these decisions.
Armed with data and insights, we moved to the design phase, crafting spaces that prioritized accessibility and engagement for all. Key to our strategy was an emphasis on universal design principles, ensuring that every aspect of the store was intuitive, functional, and welcoming for all customers.
We re-engineered floor plans to ensure aisles were wide enough for those using wheelchairs, strollers, or mobility aids. Shelves were redesigned at a more accessible height, while service counters were adapted to accommodate all shoppers. Beyond physical space, we introduced sensory-friendly zones, lighting adjustments, and acoustic solutions to cater to neurodiverse customers who may find traditional retail environments overwhelming.
Our design didn’t stop at the physical. We also worked closely with the retailer’s leadership and frontline teams to embed inclusivity into their customer service model. Staff training became a cornerstone of this transformation, ensuring that every employee was equipped to offer personalized, empathetic service to customers of all abilities and backgrounds.
Recognizing the critical role that culture plays in sustaining inclusive environments, we partnered with the retailer to integrate these new approaches into their corporate DNA. This included aligning store operations with their broader corporate social responsibility (CSR) initiatives, allowing inclusivity to become a core pillar of the brand’s identity.
In parallel, we integrated advanced technologies—such as AI-powered wayfinding and real-time language translation services—to enhance the in-store experience for non-native speakers and visually impaired customers. These technological solutions not only improved accessibility but also added a layer of personalization that reflected the brand’s commitment to serving every customer with precision and care.
The results were immediate and far-reaching. Customer satisfaction scores surged, with positive feedback from previously underserved groups. Sales increased as customers spent more time in-store, engaging with the brand in new ways. Moreover, the retailer reported a significant uptick in repeat visits from customers who had previously found the store experience lacking.
Perhaps most importantly, the retailer became an industry leader in inclusive design, setting a new benchmark for competitors. Their revamped stores weren’t just places to shop; they became spaces of belonging, where every customer felt seen, valued, and respected.
At Woods Kovalova Group, we understand that inclusivity is not a checkbox to tick; it’s an ongoing journey of transformation. By aligning strategic objectives with human-centered design, we helped this major retailer evolve from a traditional store layout to a vibrant, inclusive experience that serves every customer, today and tomorrow.
Our approach—rooted in deep expertise, bold vision, and actionable insights—ensures that inclusion is not just a value, but a sustainable competitive advantage. As we continue to guide leaders across industries, the message is clear: designing for everyone is not just the right thing to do; it’s the smart thing to do.
In a world where the customer landscape is constantly evolving, Woods Kovalova Group remains the trusted partner for brands committed to driving meaningful, lasting change.