Orange, UK

Market leading service provider Orange was facing a challenge: how to re-engage a customer base that had fallen out of love with the brand, and were only visiting stores to compare prices. 20.20 helped Orange understand the simple truth. The retail stores offered a unique opportunity to develop a healthy relationship with customers: shifting the retail emphasis to great customer service, and empowering staff to share knowledge freely.

Inspired by the multi-sensory possibilities of technology, our team designed, developed and implemented a unique retail concept with a human face: ‘Pulse’. The new environment takes customers on a sensorial adventure, laid out in three main areas: a place to play and engage with the brand; a recharge space for customers and their phones; and a fun shop to ‘Fall in Love’ with Orange again.

‘Pulse’ proved a big hit with customers, with the concept successfully rolled out across the UK. 20|20 went on to design Orange’s Flagship store, Pulse Plus, in the Birmingham Bullring. Their best-performing store to date, this constantly-evolving space presents technology on a human scale; engaging, stimulating and informing customers.