Telus

TELUS approached figure3 to help them redefine the customer experience and create a new retail environment that would go head-to-head with new and incumbent players.

The goal was to shift consumer mindset and behaviour from a “needs-based transaction” to an “active, dialogue-based engagement".

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figure3 learned and understood more about our our business in five short months than our last consultant of 13 years
Joe Goodbaum, former SVP, TELUS

Experience the future

figure3 undertook four months of customer research leading to a strategic design platform that guided the prototype design.

The design aimed at engendering free-flowing interaction and created four customer interaction zones each supported by marketing and communications tools and a new staffing model to enhance the customer experience. Since opening, the success of the new stores has been exceptional: debuting locations have recorded the highest-grossing monthly sales within their Canadian retail network. The customer traffic levels have increased substantially generating better consumer dialogue and an increased number of transactions. With non-customers coming in to the store to explore and engage with the products and services, TELUS has seen an explosive 60% in-store sales conversion rate from their key competitors.

Rotate Your Device

Experience the future

figure3 undertook four months of customer research leading to a strategic design platform that guided the prototype design.

The design aimed at engendering free-flowing interaction and created four customer interaction zones each supported by marketing and communications tools and a new staffing model to enhance the customer experience. Since opening, the success of the new stores has been exceptional: debuting locations have recorded the highest-grossing monthly sales within their Canadian retail network. The customer traffic levels have increased substantially generating better consumer dialogue and an increased number of transactions. With non-customers coming in to the store to explore and engage with the products and services, TELUS has seen an explosive 60% in-store sales conversion rate from their key competitors.

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