A clothing boutique in a neighbourhood shopping street has been open for two years. Sales are flat. The owner has tried everything: she put a lucky cat by the register, hung a crystal in the window, and rearranged the displays according to the annual flying stars. Nothing changes.
A friend who works in retail design visits and points out three problems. First, the entrance is dark — the window display is crowded with mannequins and the door is hard to see from the street. Second, the first three metres inside is a dense rack of sale items that blocks the view of the rest of the shop. Third, the checkout counter is at the back of the shop, behind a rack of accessories, and customers have to search for it.
The owner makes three changes. She removes two mannequins from the window, leaving one with a single outfit and a simple backdrop. She moves the sale rack to the back of the shop and replaces the entrance area with a single table displaying the season's new arrivals. She moves the checkout counter to the middle-left wall, visible from anywhere in the shop, with a small queue area marked by a rug.
Result: within two months, sales increase by 25%. The products did not change. The prices did not change. What changed was that customers could see the shop, enter without feeling crowded, and find the checkout without asking. The lucky cat and the crystal were irrelevant. The layout was the problem all along.