Thoughtful C-Store Design in the New Normal

By Chris Blasinsky

WALES—As the global convenience and fuel retail industries continue to navigate the new normal, thoughtful and strategic store design solutions can help retailers focus on long-term solutions.

On April 24, Insight Research hosted a "Shop Talk Live" webinar with Joe Bona, president of Bona Design Lab Inc., to share ideas about how the design and retail environment could evolve throughout the COVID-19 pandemic, including shifts in foodservice programs, store layouts and new contactless and technology solutions.

As the global pandemic spread throughout the United States, most convenience retailers quickly pivoted operations to remove self-serve foodservice such as coffee, condiments, fountain, roller grill and bakery cases. To continue serving customers amid stay-at-home orders and social distancing guidelines, many retailers began offering free and contactless delivery options via their mobile apps, as well as curbside pickup and drive-thrus.

While there is no crystal ball or one-size-fits-all approach to how the convenience retail landscape could be operating in several months to a year from now, Bona, an expert in retail design, shared potential next steps that could address long-term changes, both in how retailers will operate in a new normal and rebuild consumer confidence.  

“I do believe new regulatory restrictions will play a role on one hand while on the other, new social behaviors will dictate other changes,” he said, noting that the answers are uncertain at this time for how much of the social behaviors will be short lived and which ones will be longer lasting.

Since shutting down self-serve options, many retailers have been preparing for how to safely bring these types of food options back online, including the timing, complying with potential regulations, ensuring employee safety and deciding which offers to roll out initially and which food operations may require significant changes.

Bona suggested that in the short term, elevated customer service will play a role. For example, instead of reaching for a self-serve cup, customers could pre-pay for a cup and lid to minimize contact. Self-serve condiment areas may move more toward dispensing equipment, “where condiments have less exposure to people handing and touching individual packets and containers,” he said.

And as more stores continue planning for the return of their foodservice programs, thoughtful store design also can help customers feel more comfortable buying food to go. One solution could be to use or continue using safety ambassadors who interact with customers and assist with greeting, wiping down high-touch points, such as touchscreen kiosks and self-serve areas, and managing social distancing. Safety ambassadors could also be a way to reengage customers who abandoned the channel during quarantines and are working from home.

Other areas of consideration as the new normal evolves are where store design will have a positive impact. Take handwashing and hand sanitizing, for example: What’s the message retailers want to communicate to their customers?

“Placing hand sanitizer dispensers all over the store only serves to remind people of potential unsanitary conditions, which is quite negative, so [how] to plan for and build sanitary practices into the design of these areas will require some thoughtful planning,” suggested Bona.

Also, consider placing well-designed handwashing stations outside of the restrooms in a way that feels legitimate, safe and more thoughtful to consumers and employees. “How do you think about sanitation and integrate it in a way that makes people feel good and respond in a positive way?” he noted.

Design options can also have a positive impact on social distancing. For example, in seating areas consider the size of the chairs (e.g., fuller, lounge-like), which will be large enough to automatically separate customers without evoking the notion that seating has been taken away. For seating areas, design elements like aesthetically placed screens made from natural materials can create separation and provide safety for guests.

Bona suggested that as retailers continue operating in a new normal, consider how store design can create a more purposeful retail environment that’s engaging, warm and comfortable.

Chris Blasinsky is the content communications strategist at NACS. She can be reached at [email protected].

Coronavirus Resources

NACS has compiled resources to help the convenience retail community navigate the COVID-19 crisis. For news updates and guidance, visit our coronavirus resources page.

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