From mobile payments to augmented reality to drone delivery, retailers have an incredible amount of technology at their fingertips. Customers are now able to find and purchase what they need in a matter of seconds, lifting customer expectations higher than ever. These digital changes have Contact also led to new challenges in terms of service design, UX and user experience in Retail.

Consumers don’t just want their products quickly, they want them immediately. We work with retail companies to improve services and co-create innovative user experiences.

In our services that span initial design research to overall service design and organisational transformation, we integrate behavioural science to understand users better and employ speculative design to prepare for what's to come.

How can we help?

Our expertise helps CX leaders and teams in:

  • Exploring untapped retail markets by identifying hidden opportunities for new in-store services
  • Validating digital platform features with user-centred design to mitigate risks associated with new product launches
  • Improving declining user engagement in loyalty programs or other features
  • Evaluating how in-store customer experience compares to competitors
  • Preparing for potential retail disruption from new entrants or technological advancements
  • Envisioning sustainable retail practices to align strategies with eco-conscious consumer expectations
  • Gaining insights into future retail consumer behaviour
  • Entering a new retail market and understanding local consumer behaviour and preferences
  • Optimising internal retail processes to identify bottlenecks, inefficiencies, and improvement opportunities
  • Creating more accessible platforms where users with all needs can shop seamlessly
  • Implement effective behaviour change programs, such as promoting sustainable shopping behaviours

If you have a specific project in mind or another innovative idea, don't hesitate to contact us. We're here to bring your unique concepts to life!

Are there any predefined packages, and how do they work?

Our packages are centred around our signature services, but they are only designed to inspire your next project. We are always open to customising and tailoring solutions to meet your needs.



Getting to know your customers and their behaviours, uncovering their interactions with your services, and identifying opportunities for innovative products and services.


Creating a plan for experiences that stand out. Outlining a clear direction for all research and design activities, prioritising tasks based on business goals, and ensuring everyone’s on the same page.


Designing solutions that surpass expectations by testing hypotheses early and often, gathering feedback on multiple designs from representative users.


We're with you every step, not only turning ideas into reality but also preparing you for what lies ahead. Documenting the progression for wider business from where you've come to where you're headed.

Distinguished narratives of our collaboration with esteemed brands, shedding light on our unwavering commitment to design brilliance and transformative results.
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Direct insights from our valued partners, capturing the essence of Spotless collaborations.

"Spotless' professional, friendly approach made working with them a pleasure, and they provided invaluable advice and consultation over and above what we had paid for. Nothing was too much trouble, and I would not hesitate in recommending them as an agency."

Jane Godfrey, Customer Journey Manager
headshot of Ben, Director of Spotless
Got a project in mind?

Ben is on hand to answer your questions.