“It is the technical enabler to transform the culture for colleagues in our stores and how it will change their working lives,” said Durbridge. Rather than sending B&Q staff on training courses to become specialist designers, all staff will be able to help customers use the online tool. “That collaboration is important in terms of emotional engagement.” B&Q staff “You could invite your tradesman onto the site,” said Durbridge. They will be able to collaborate with friends and family using Pinterest, Facebook and email to message others for opinions and input. “We need to change the way we work to meet the need of our customer,” he said.Ĭustomers will be able to create their own designs using a B&Q web application, which can be saved to edit later from home. They frequently change their mind and ask for advice and recommendations. Currently B&Q offers a linear purchasing journey, where customers can sit down with a specialist member of staff, who will design their remodel – which can take hours to design and days to even book an appointment."īut as Durbridge pointed out, customers don’t think in a linear way when making a purchase of this size.
“People don’t wake up in the morning, buy in the afternoon and fit it the next day. Refitting a kitchen, bathroom or bedroom is usually a six-month customer job, explained Durbridge. Mike Durbridge, omni-channel director at B&Q, told delegates at the Internet Retailing conference in London today that the online design and planning system would launching in stores in the next few weeks. DIY retailer B&Q is set to launch its B&Q Spaces planning and design tool to allow customers to plan their kitchen, bathroom and bedroom projects onlineĬustomers will be able to plan their redesigns at their own pace and B&Q claims it will reduce the need for appointments with the scarce number of in-store specialist designers, as well as reducing the appointment time from two hours or more to 20 minutes.
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