Solutions - Channel or Location Evaluations

Accessibility Shop-Alongs

The Challenge

Our client opened a test market grocery store concept in the US. Alhough design teams have worked through the legally required accessibility requirements, they wanted to hear from potential customers what they think about the shopping experience, what gaps exist (by major accessibility groups), and how store design could be improved.

The Solution

Lux conducted a qualitative study with those who are deaf/hard-of-hearing, visually impaired, and/or mobility-challenged to learn about their experiences. Participants did a pre-shop interview, an in-store shop, and a post-shop interview. Participants were accommodated by different means depending on their abilities and needs.

The Outcome

The outcomes of this research illuminated the nuances necessary to make the shopping experience more approachable and enjoyable for those with accessibility accommodations, supporting conversion and the development of future grocery locations.

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