As a leading national telecommunications company, it is critical to remain ahead of competitors in the ever-evolving mobile communications landscape. TELUS approached Figure3 to help redefine the overall experience within their retail environments, shifting their focus to quality customer engagements.

With this goal in mind, Figure3 undertook four months of customer research to create a strategic design platform, which guided the prototype for the new store designs. This new framework would effectively shift consumer mindsets and behaviours from needs-based transactions, to active, dialogue-based engagements.

Implementing their design strategy at 3 retail locations, Figure3 created four distinct zones, supported with marketing and communications tools to generate free-flowing interactions.

Additionally, Figure3 provided a new staffing model to enhance customer experience throughout these zones; inviting customers to explore and engage with the products and services.

Since opening, these locations have recorded the highest-grossing monthly sales within their Canadian retail network – seeing an explosive 60% in-store sales conversion rate from their key competitors.

  • Telus Communications
  • Retail
  • 2,350 sq ft