NHS Guys and St Thomas' - Vision One Case Study

Shaping Up

Re-developing the retail offering for greater success.

We have worked with some of the biggest and best brands out there. Guy’s and St Thomas and our Social Research team worked closely to help produce actionable insights in collaboration with their consumers.

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NHS Research

The Challenge
At Guy’s and St Thomas’ NHS sites in Central London, there is a diverse range of retail sites including Marks & Spencer, WHSmith, ATM Coffee, The StockShop, hairdressing services and in-house catering. The research objective for this project was to better understand customer demand and perceptions of the retail offers in both hospital locations.

Research Approach
Vision One employed a combination of methodologies to meet the objectives of this project. In order to understand traffic-flow patterns, observational shifts were conducted at five locations on site. Exit and retail boost interviews were also conducted, as well as an online staff survey.

Research Findings
Our comprehensive research revealed significant differences between the retail footprint at the two hospitals and, as a result, satisfaction and perceptions also differed vastly. A clear need emerged to improve the retail offering at Guy’s Hospitals, evident both in consumer and staff responses. Key areas in this location were identified for potential future improvement, including the main entrance, corridor area and the additional entrance opposite London Bridge Station.

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