Overview

 

In one of the largest format transformation projects of the year, RMS was selected to lead the merchandising and format change for B&Q's Holywood Exchange store in Northern Ireland. This ambitious project involved transitioning the store into the new "Digi Hub" format, enhancing both the customer experience and operational efficiency.

The Digital Hub format is designed to future-proof the stores for the rise in online sales and increased use of click-and-collect services. As part of the transformation, B&Q repurposed previously underutilised spaces in the store, including areas where coffee shops had closed post-COVID. These spaces were converted into racking for click-and-collect services and this strategic use of space allows for increased operational efficiency and positions B&Q for future growth in e-commerce.

The project was planned and executed by all parts of the RMS team, working in close collaboration with B&Q's retail change teams. 

Spanning an entire month, the transformation demanded a high level of staff commitment, with both day and night shifts ensuring that the project stayed on schedule.

Approach 

Planning & Implementation

Ian Roxby, RMS Retail Change Partner, led the comprehensive planning phase, ensuring all logistics and team operations were aligned with B&Q's strategic goals. Having a comprehensive phasing plan allowed for smooth execution once in store to complete the project. 

Store Merchandising

RMS teams handled all merchandising moves and layout changes, adjusting the store to its new Digi Hub format. The phased plan set out by Ian and the team allowed for the merchandising teams in store to efficiently complete all of the de-merchandising, allow for the racking moves to take place and then restocking in new locations and set the new modules up in the new allocated aisle space. 

Staffing

Over the course of the project, RMS ensured that the right number of staff with the appropriate skills were available on-site, working day and night to meet tight deadlines.

Team Highlights from Ian Roxby, RMS Retail Change Partner 

Pat Quail and the Night Team
"Pat and his team worked tremendously hard to deliver the project well ahead of schedule. The standard of merchandising and the level of detail devoted to the retail change areas was a real pleasure to walk into every morning. Not only did he achieve the nightly handover seamlessly, but he also revisited areas that had already been merchandised, ensuring they looked their best right up until the day he left the store. The night team also played a crucial role in resolving some long-standing racking issues that had previously prevented the store from implementing effective merchandising changes."

Gary Thomas and the Day Team
"Gary was a star, working solidly every day to ensure the night moves could proceed on time and keeping the project moving forward during the day. There was nothing too difficult for him, and no task that he couldn't handle. Gary and his team also went above and beyond, supporting the regional team by transforming the hydro bays from average-looking fixtures into some of the best shower control displays seen on this neutron. Even with a few changes along the way, Gary remained positive and focused, creating a great rapport with the store. This helped foster a friendly atmosphere that made delivering a quality project much easier. I was proud to introduce each of them as RMS colleagues of mine."

Conclusion 

The B&Q Holywood Exchange Digi Hub project stands as a testament to RMS’s ability to deliver large-scale, high-quality format changes. The transformed store now boasts high-quality merchandising displays, especially in areas such as the shower control bays, which were elevated to an exceptional standard. 

The combination of meticulous planning, skilled execution and collaborative teamwork ensured that the store was transformed into a modern Digi Hub that will enhance the customer experience and drive future growth for B&Q.