Retail, Revamped: Scaling Seamless Experiences Across Digital and Physical Touchpoints
For over three years, Coles has trusted Torii to help reimagine how Australians shop—online and in-store. Embedded within their teams, we’ve delivered design excellence at scale, driving transformation across core digital platforms and customer journeys.
With Coles, we’ve applied the full breadth of our capability—Product Design, Service Design, Content, and Research—to make shopping faster, easier, and more intuitive for millions of customers.
What We Delivered
- A New Coles.com.au Experience
Launched in 2023, the redesigned website was a milestone moment—simplifying the online grocery experience through intuitive UX, scalable content, and customer-first design thinking. - Lean, Scalable App Design
Our Lead Product Designer introduced a lean product design framework that accelerated delivery cycles and improved consistency across the Coles app, contributing to higher user satisfaction and team velocity. - In-Store Strategy, Backed by Insight
Torii’s Service Designers led strategic initiatives focused on harmonising digital and physical retail experiences—running customer workshops and contextual inquiries to inform large-scale experience programs. - Research That Drives Independence
Through moderated interviews, diary studies, and hands-on collaboration, our Senior Researcher built a robust customer insights toolkit—empowering Coles’ internal teams to make data-driven decisions autonomously.
Why It Matters
In a fast-moving retail landscape, our partnership with Coles proves what’s possible when design is embedded, strategic, and trusted. Together, we’ve not only delivered key products—we’ve transformed how teams work and how customers experience the brand.