Holland & Barrett

Gaining clarity on a developing customer journey 

Holland and Barrett were a well-established name upon the high street. However, with digitalisation on the rise, they wanted to extend their reach beyond traditional retail boundaries into digital wellbeing services.

We therefore set out to truly understand the customer journey at play. Our goal was to identify key health and wellness needs, as well as opportunities to provide support at pivotal points in customers’ lives and health experiences. This research would then allow Holland and Barret to refine their propositions, strengthening brand loyalty and improving their destination status as a retailer in this new space.