santalis, Independent Pharmacy Network

Build a consistent customer experience, from brand DNA to pharmacy rollout.

The challenge

Build a global brand and roll it out across a pharmacy network.

Our client chose Encoreunebellejournée to entrust us with creating the overall customer experience: co-creating the brand’s DNA, then translating it into a 360° experience and rolling it out. The goal was to create a complete customer journey, with the customer at its heart and a bold ambition: to create a different, innovative pharmacy concept. This work called for all our cross-disciplinary expertise: brand, offering, service and space, to transform the customer experience.

what we've done

strategy

brand territory

Brand platform

brand content

storytelling

CUSTOMER JOURNEY and experience

RETAIL DESIGN furniture

window display design

activation

IN-STORE EVENTS

SIGNAGE

point-of-sale displays

retail concept book

Our response: Put our holistic, cross-disciplinary design approach into practice.

From brand platform and messaging to the customer journey and signage, from façades to window displays, we developed the principles, content and tools to bring the Santalis brand and its pharmacies to life and roll them out consistently across the network.

Vue d'ensemble du concept de pharmacie Santalis

The overall brand concept applied to Pharmacie retail stores.

the brand’s DNA was translated throughout the point of sale

The brand signature.

Expressing the promise in just a few words, with plenty of meaning

Step 1: Define Santalis’ strategy and positioning.

Brand platform, positioning, mission, vision, values and promise: we built the strategic foundation for Santalis, then defined the codes and brand territory that would make it visible and recognizable.

Promesse et définition du réseau de pharmacies Santalis

Step 2: Build the brand’s messaging, content and personality.

Storytelling, tone of voice, messaging, content, and even the creation of the brand’s iconic character: Natalis. All to faithfully convey the close relationships that are a defining feature of Santalis.

Brochure Santalis votre concept de pharmacie

The illustrated concept book.

strategy, storytelling, brand, store guidelines, POS materials, window displays, sales promotions

Concept santalis sur la pharmacie de demain

POS display design, brand content creation, service segmentation.

the brand comes to life through in-store journeys

Step 3: Translate the brand into a retail experience

We translated Santalis’s positioning into a clear, precise and distinctive retail experience (customer journey, clarity of products and services, zoning, world-building, optimised visitor flows)

Plan des parcours client dans la pharmacie Santalis

Different customer journeys depending on the reason for the visit or appointment.

prioritize customer comfort and convenience, and efficient working for employees

Rayon Santé au naturel dans la pharmacie Santalis

A closer look at a world of products and services.

a corner brought to life through the meticulous application of brand codes

pharmacie Santalis, vue d'ensemble des boutiques

Step 4: Organise how customers read the space and the offering, from the outside through to the aisles, creating a brand system that can be rolled out across the entire network.

Interior signage, visual codes, reading hierarchy, identification of spaces and services: we organized the information to guide customers, showcase the offering and strengthen brand consistency. Once the interior design was finalized, we brought all our recommendations together in a comprehensive guide, enabling each pharmacy to adapt the Santalis concept to its layout.