Pets at Home Launches New Express Concept

Following the launch of the award-winning Pets at Home ‘Kylie’ store concept in March last year, we have worked closely with Pets at Home to develop a new Express store format, where we have adapted key elements of the Kylie concept for smaller footprint sites.

Continuing to ‘bring the pet care experience to life’, the first store to receive the Express format has opened in Camden, London. A challenging L-shaped space, with a corner entrance and numerous columns, this existing Pets at Home site required clever thinking to maximise the use of space and manage customer flow throughout the store.

A key feature of the new Express format is the freestanding ‘back-to-back’ Pet Village and Aquatics area. Combining two areas that were previously positioned on the perimeter wall prior to the re-fit, the new back-to-back layout of these live pet areas follows the Kylie look & feel, and not only creates a strong feature in store but results in increased linear meterage and additional circulation space around this popular destination.


The Groom Room has also been re-branded and re-vamped to align with the Kylie concept, including an integrated product display wall and interactive digital screen promoting services and additional information. Based on the particularly tight space within the Camden store, the Health & Hygiene service area is seamlessly integrated with the Groom Room reception point, sharing transaction facilities and creating a strong ‘go to’ destination visible from the store entrance.


Also developed for the Express format is the compact cash desk area. Taking the key principles from the Kylie concept of seamless, organised and efficient transactions, the area has been developed for maximum space efficiency. In the Camden store, a much larger click and collect storage area behind the tills has also been included.


Additional developments within both the Kylie concept and the Express format which will be seen fully executed in future stores, is a new combined ‘service hub’ area. The hub combines help & advice, consultation and a dedicated click & collect point that is being incorporated into all new sites. This will be created as a destination separate to transaction areas and with bold signage, this service hub visually and operationally demonstrates Pets at Home’s commitment to exceptional customer service.


The next store to open within the new Express format is Putney, scheduled to open later this year, with several other new format Kylie stores also opening soon.


Jenny Hillier

19th October 2020