The Challenge:
The Walmart team reached out to Explorer as they prepared to introduce their upgraded store concept in select test locations.
A study had previously been conducted a year ago at a single site, which was fully stocked and in impeccable condition.
With a year passed, there arose a necessity to reevaluate the standard to confirm that the new stores matched the performance of the initial test site.
Our Approach:
Explorer performed both qualitative and quantitative evaluations. The qualitative assessment centered on overall store perceptions, encompassing aesthetics, layout, navigation, and shopability, along with department-specific perceptions.
Meanwhile, the quantitative segment concentrated on analogous total store perceptions, examining intent to shop, brand alignment, Net Promoter Score (NPS), and departmental aspects to establish benchmark measures against the control store.
The Impact:
In late 2023, Walmart began resetting stores nationwide utilizing what had been learned in both rounds of research.
The updates included:
- Redesigned checkout based on customer input.
- Introduction of interactive displays and digital touchpoints.
- Increased store space for better navigation and reduced crowding.
- Upgrades to the physical aesthetics of the store.
