Case Study: B&Q improves customer-centric interior design and boosts revenue with 2020 Spaces

B&Q reinvents how consumers engage in home design projects

B&Q, the UK DIY and home improvement retailer, wanted to reinvent how customers engage in interior design projects as online research and omnichannel shopping became the norm. The company needed a more collaborative, customer-centric process that could streamline in-store design work, improve efficiency, and make it easier for customers to move between online and in-store planning. B&Q worked with vendor 2020 Spaces, using the 2020 Ideal Spaces platform.

2020 Spaces helped B&Q create B&Q Spaces, a cloud-based collaborative design tool that lets staff and customers co-create kitchen, bathroom, and bedroom projects, with real-time pricing, 3D visualization, and online revisions. The solution was rolled out across 295 stores in the UK and ROI and connected to sales order management, installation, CRM, and survey systems via APIs. Results included faster design sessions, reduced store time from about two hours to as little as 20 minutes, improved customer experience, increased revenue, and strong customer feedback.

B&Q

Alan Barnes

Development and Change Manager