Client Story #9

Pets at Home

A high-speed, service desk delivery.

Pets at Home began working with Nuttall in 2019, at a time when countless retailers were losing sales due to fierce competition from e-commerce giants like Amazon. Pets at Home successfully kept ahead of its online rivals with in-store services including vet practices, pet grooming and dog walking services. However, to support further footfall and maintain competitive advantage, the business wanted to re-launch its “click and collect” service by relocating it from the back, to the front of the store and visually integrating it into their customer service offer.

Designing a customer experience.

The concept was designed by Briggs Hillier. It blended beautifully into the current format, with material specifications standardised in line with Pets at Home's brand guidelines. As the pandemic was a key driver of the concept, they led with a strong “click and collect" message and a simple 3-step process: Step 1: Order and pay online Step 2: Collect in as little as one hour Step 3: There isn’t one, so you can get back to playing with your pet Along with product lines and engraving services, the concept included a consultation area, offering advice for your pets and information packs of services from pet insurance to health care. For an added personal touch, customers were invited to use the coffee station.

Responding with speed and agility.

With a short lead time of just six weeks to get the concept live, our technical development team brought the concept to life by:

  • Meticulous space planning to accommodate the “click and collect” storage area, along with a consultation area, products, information packs - all of which expanded the scope of works

  • Liaising with merchandisers and stores on the design and fit solution

  • Speedy installation over four nights

Building relationships during the Covid crisis.

Due to Covid restrictions, the client was unable to meet in person to give feedback on the prototype. As a work around, we created the prototype and sent videos for sign off, also holding weekly review meetings via Zoom. This allowed the client to be very much hands-on in the development process and they fed back that they were impressed with the level of service and control provided during the build.

As we were always on-call, no detail was overlooked in achieving the desired result and delivering to a demanding deadline.

Results that speak for themselves.

Pets at Home were delighted with the project. But the retailer’s performance tells its own story.

In 2020, sales for the pet care retailer rose by 18% in Q4, a testament to the success of Pets at Home’s ability to react quickly to the evolving needs of a customer base, even under the most challenging circumstances.

The trusted expertise you can rely on.


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