Petco
Category: Mass Merchant
Submitted by: Arcadis
Photography: Zack Benson, San Diego, CA
🏆 This project received an Innovation Award for Wayfinding & Environmental Graphics
Clear wayfinding, curated fixture end caps, and wider aisles, in addition to lower fixture heights greatly improved the speed at which customers can find what they need. For services such as veterinary check-in/check-out and self-service grooming, the clear signage band along the wood slat soffit highlights the desired destination. Prototype testing proved significant improvement in product finding and self-service, reducing customer frustration and creating a more efficient shopping experience.
(Photography by: Zack Benson, San Diego, CA)
The materials palette is warm and modern, removing the industrial warehouse feel one typically associates with value big box stores. Instead, Petco delivers a clean and welcoming aesthetic.
Storefront design included 2 entrances, each clearly distinguished for veterinary service and retail, to start the customer visit and wayfinding before customers enter the store. The strategic entries reduce confusion in store, and create more direct access for customer needs, most appreciated when they are concerned for their pet’s wellbeing.
Improvements to the back of house and store layout created operational improvements resulting in 15 hours of time per week recovered.
The San Marcos store went from being the lowest sales performer in Southern California to the top performer across the entire store portfolio.
From curated fixture end caps to streamlined wayfinding, and wide aisles, the store is simpler to navigate and provides customers with the ability to intuitively find what they need.
Moments of education, especially in the small pet zone, entertain customers as they learn fun facts about the animals in the store.
In-store lighting simulates natural sunlight patterns to create a more soothing environment for visitors.
Services like online pickup and check in for veterinary are located at the front of the store, creating an efficient visit for customers who have made appointments or purchases online.
Unique signage and wayfinding along a uniform branded soffit.
Custom retail fixtures at lower heights than the average big box store
Wide aisles for easy navigation and passing other pet customers
Integrated Services Reception Area and dedicated story entry
Fulfillment Center for easy pickup
Nutrition Services Center
Adoption Center
Result of continuous testing and feedback
Improved Operational challenges
Architect: Arcadis
General Contractor: Gray
Outside Design Consultants:
Permit Advisors, Inc.
Acertus Consulting Group, LLC
KPFF, Inc.
Suppliers:
Comfort Systems
Rulon
Villa Lighting
In addition to Petco, the Retail Design Institute would like to congratulate the Class of 2022, representing the best of the best in retail stores and experiences completed between January 1st and December 31st, 2022:
American Outpost
Clermont
LOVE and Bergmeyer
2022 Store of the Year
Innovation Awards: Branding & Technology and Digital Integration
Sage & Sound
New York
RDC
El Palacio de Hierro Coyoacán
Coyoacán
TPG Architecture
High Street Place
Boston
Gensler
Miller & Lux
San Francisco
MBH Architects
Innovation Award: Finishes & Materiality
Petco
San Marcos
Arcadis Inc.
Innovation Award: Wayfinding & Environmental Graphics
Bentonville Nature Near Pavilion
Virtual, Bentonville
NELSON Worldwide
Innovation Awards: Unbuilt Conceptual Design
Victoria's Secret Bombshell Gardens
New York
MG2/Lionesque Group
Central Park
North York
II BY IV Design
Victorinox
London
Dalziel & Pow Design Consultants
Innovation Award: Fixturing
Clyde & Grain
Glasgow
Gensler
Innovation Award: Wayfinding & Environmental Graphics
Greenwich St. Jewelers
New York
MAOarch Architecture D.P.C.
Innovation Award: Customer Journey
Johnny Cupcakes
Boston
Bergmeyer
Innovation Awards: Visual Merchandising and Conceptual Design
Vuori
New York
Heitler Houstoun Architects, PC
Innovation Award: Lighting
Wilson
New York
Bergmeyer
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