Well Pharmacy has launched a new store concept in the retail pharmacy sector. The reinvented store layout and modern new concept by YourStudio is strategically designed around the customers' needs. The team has collaboratively reimagined the typical floor plate and re-focussed from a product and service offer layout with overwhelming communication to a streamlined customer experience, bringing the dispensary – Well's most popular store service – to the front of the store, demystifying the typical back-of-house process area and making it visible in the shopfront.
The dispensary has a newly developed 'Essential Well flow' for the work stations to allow each team member to perform their key role to the best of their ability, in the optimum location in the store. Workstations have been designed around the specific tasks each member needs to perform, allowing for a more streamlined and efficient dispensing of perceptions. Other key features instore include a consultation area, prescription collection points, and exterior 24-hour vending machine – the latter is a first for the UK pharmaceutical sector.
The concept design uses an array of modern, functional and textured materials, creating an inviting, comfortable environment reflective of the brand’s core values while adding acoustic benefits and delivering a signature and recognisable Well pharmacy environments that customers will know from brand to branch. The colour palette uses white timber, a distinct navy blue timber for their service counters as well as pops of green accents throughout the store.
The shopfront now provides clear views into the store and a clear pathway to the human-led service points as well as now having minimal to no visual noise. The lighting is used to accentuate the customer side of the store versus the staff side, with the front of house area having a warm lighting level and the dispensary a cooler lighting level, deliberately pulling apart the service offers.
‘Through workshopping and understanding Well’s business and customer needs, we strategically developed a new customer journey to improve efficiencies, reduce wait times and hopefully taken the business and sector in a new direction. Their new concept is clean, modern and unique to Well and the sector. We look forward to opening more stores together, we have several more planned over the next two years,' says Tom Philipson, co-founder of YourStudio.