Shifting the retail experience from boring to fun, a new store design for the Big W chain drove an increase in footfall and basket-size.
Big W’s in-store traffic had declined prior to the new concept launching in 2024, but the new design by Twelve brought renewal to the brand when the cost-of-living crisis was hitting its peak.
Spanning branding, interior architectural design, fixtures, furniture, lighting, communications and digital interface applications, the store design elevated the customer experience. Families can now navigate the space through better layout and signage and incorporating entertainment for children has given parents more time to shop.
Customer satisfaction and sales are up, and the new concept stores are delivering a stronger gross profit rate compared to the rest of Big W’s network in Australia. Differentiated in the market, the stores changed brand perception, making Big W the first choice for family shopping and further roll-out is planned.
