Concept for shorter wait times and better safety
As Art Director, I played a leading role in developing a new concept for the prescription area at Apoteket Svanen in Stockholm. This location is part of Apoteket, a well-known brand recognised for its focus on pharmaceuticals and sustainability.
We worked diligently to improve the customer experience by prioritising comfort and privacy while also reducing wait times. The new design featured customised interiors, cohesive graphics, targeted digital content, and a refreshing scent to create a welcoming atmosphere.
A survey revealed that customer satisfaction had significantly risen. Consequently, Apoteket soon adopted parts of the concept in locations across Sweden.
Enhanced queuing system: Accomplished by providing two service options and streamlining the click-and-collect process. We also added soundproof consultation booths for privacy, which became one of the most valued features.
Winner in Retail Awards: “Best Annual Customer Service”. In collaboration with Mass Production.