OXXO: Flagship Concept

In 2019 we were approached by OXXO, the no 1 retail chain in México, currently operating 20,000+ convenience stores in the country and rapidly expanding in LatAm, U.S. and Europe, to design a concept store that would incorporate a series of technology firsts in the world of convenience stores in México.

The project begun with a strategic foresight: a “futures” design exercise that draws on change vectors and scenario planning, attempting to sketch out possible futures for convenience and retail. We followed it with 2 customer immersions (one centered on customer existing needs, and one on emergent needs), a large user survey and a few workshops with shopkeepers. With all that as inputs, we then co-created a user experience for a frictionless store, which was later refined and translated into a service blueprint.

Finally, we designed a series of architectural concepts that would house the new customer experience, that took into account not only the strategic pillars of the project, but also customer needs, business needs, operational restrictions, municipal expectations, accessibility and universal design and LEED best practices.