REDESIGNING AROUND THE CUSTOMER WITH THE LEAST PATIENCE.
Retail Store Layout - Freeman, Hardy & Willis
THE SITUATION:
Children's show stock was kept two flights of stairs above the shop floor - the furthest stockroom from where it was needed most.
THE CHALLENGE:
Focus: Repeated trips up two flights of stairs, often multiple times per customer, ate into time and staff energy.
Systems: Stock location didn't reflect where demand - and urgency - was actually highest.
People: Children have far less patience for waiting than adult customers, and staff bore the physical toll of the layout.
THE APPROACH:
Identified the mismatch between where stock was kept and where it was needed, and suggested moving children's show stock down to the same level as the shop floor.
THE OUTCOME:
Faster service for departments where patience mattered most. Less physical strain on staff. A smoother, quicker experience for families - solved simply by matching stock location to actual need.
This example reflects earlier operational experience, and the same thinking now underpins the work delivered through Emma Baker Focus.
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