Carpetright

At the start of our partnership we found a familiar pattern across the industry: a product‑first mindset that prioritised promotion over a joined‑up experience across online and offline touchpoints. Carpetright asked us to help shift the focus to customers, simplify complex decisions and become the natural first choice for carpets and flooring. Our aim was a continuous end‑to‑end service, from inspiration to fitting, that meets modern expectations.

Rather than be constrained by legacy systems and siloed teams, we defined a CX North Star to describe the ideal journey. Using user research and co‑creation with store colleagues and customers, we mapped pain points and opportunities on both sides. The work centred on how best to guide people through each step of a home transformation: choosing the right product, arranging accurate measurement and securing a seamless fitting service. This clear, customer‑centred vision became the foundation for change.

With the North Star as our guide, we reimagined the omnichannel journey and prototyped it, supported by a refreshed visual identity. The emphasis was on useful services at the right moment: clear advice during selection, simple booking for measurement, transparent pricing and timelines, and confident handovers into fitting and aftercare. The prototype demonstrated how these pieces work together and what teams need to deliver them consistently.

The North Star marked the start of a broader transition. We are redesigning the Carpetright website and integrating the Carpetright Service Selection Tool into both the online journey and in‑store conversations. By linking digital and physical touchpoints, we aim to increase qualified leads, reduce drop‑off and make the experience feel coherent, whichever channel customers choose.

This work is ongoing. As we blend online journeys with in‑store expertise, we will track appointment bookings, quote‑to‑order conversion, time from measure to fit and service satisfaction. The goal is simple: decisions that feel easier, service that feels personal and a Carpetright experience that earns trust from first browse to finished room.