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Oct
23
2020
INDUSTRY

Technology Meets Contemporary in The UPS Store New Store Design Concept

The One-Stop Shop for Small Business

We’re excited to reveal a modern design for The UPS Store. This one-stop-shop highlights services beyond just packing and shipping.

Technology Meets Contemporary in The UPS Store New Store Design Concept

The UPS Store offers franchise opportunities backed by a nationally renowned brand name and 40 years of franchise experience. There are many benefits to opening a franchise in our network and now there is another – a fresh, new look with a contemporary feel.

To improve the in-center experience, we tapped real customers for their feedback via interviews and surveys and assessed locations across the country. An inspired cross-functional team, including The UPS Store franchise owners, then set out to redesign and revitalize both the brand and the customer experience. The result is a brand new store layout that reflects the needs of The UPS Store franchise operators while offering flexibility for a variety of store types and footprints. The enhanced transparency also helps boost customer confidence. We’re excited to unveil a design that highlights the myriad of services our stores provide beyond packing and shipping. Here’s a look at what the new concept has to offer and why it’s an attractive option if you’re considering opening a franchise.

Goals and Solutions

Our refreshed design features a versatile space that reinforces the extensive list of services The UPS Store provides while elevating the experience for customers and franchisees alike. The new store concept highlights services beyond our core packing and shipping competency. The fresh, efficient store design leverages a purposeful aesthetic to provide more ways to deliver in a practical, workshop-inspired setting.

These modifications were based on insights gathered through research aimed at better understanding the in-store customer journey. The research revealed that The UPS Store customers desire transparency; this ultimately became the central theme to the store redesign. The new layout of The UPS Store locations creates a more open, honest and trusted feel that allows customers to see the care that goes into the work of store associates.

Design Features

The color scheme and materials used throughout the design were chosen to communicate warmth, trust and competency, embodying the notion that “this is where work happens.” Inspiration for the store design stems from a contemporary and practical workshop, with factory-like cues and light-industrial design elements that is inviting to customers.

The UPS Store franchise owners will enjoy serving their customers in a space that is thoughtful, helpful and trustworthy. Counters are neat and organized, work areas are open and team members are visible and ready to assist. The entry features an open area between the service counter and print consult center, allowing customers to easily navigate the diverse store offering.

The front entry can also now be enclosed, separating it from the rest of the center. This allows customers to access smart lockers 24/7 for convenient package pick-up when their schedule allows, even if that is after normal business hours.

The color scheme has also been revitalized by incorporating colors from the previous generation of centers in a brighter palette. The vibrant colors refresh the space and feel inviting against the wood finish flooring in the retail area. Industrial lighting and concrete finish flooring in the workshop areas create an intuitive transition.

Store Planning and Functionality

The new layout provides increased efficiency with flexible, modular and functional design. Stores are now conceptually divided into three zones.

  • Zone 1 is accessible 24-hours a day. A security gate restricts access to the rest of the store after hours. This front-of-store area houses mailboxes, smart lockers and a self-serve printer allowing customers to get what they need, any time of day.
  • Zone 2 is the service area where customers interact with associates during business hours for packing, shipping or printing services.
  • Zone 3 is the back-of-center workshop where associates pack, ship and handle print production.

Printing equipment is gathered together in one area for increased efficiency. Franchisee Donna Evans says, “My store is a very busy print store and having places to have our employees set up the print jobs and to have them be able to lay them out properly without being on the front counter where customers do business is great. This design shows you how you can move things around so that you can adjust it to any particular job that you’re going to need to do, and that was extremely important to me.”

There’s also now a dedicated space where customers can sit comfortably and work seamlessly with an associate to create their print project. The UPS Store franchise owner Jerome Thomas explains, “At the consultation desk is where we can do notary as well as print design. Where customers are able to sit down, they can take a look at what we’re doing with them as far as service, but also for looking at the print design. They can take a look at the monitor and at some of the features that we have inside the books, so it kind of gives them a more comfortable atmosphere that you’re sitting down consulting with someone in this new design about the products that we have.”

Open sightlines into the back of the workshop provide transparency and create an opportunity to demonstrate the expertise of The UPS Store, showing we stand behind our promises and guarantees as a brand. Franchisee Dennis Stein agrees, “Another thing I really like about the store is that it’s visible into the back of the store.” Franchisee Melissa Thomas adds, “It gets customers asking questions. And it helps us have conversations with them about how we can help them, help their business grow.”

The End Result

The UPS Store is proud to offer our franchisees a revitalized store design concept that guides customers to dedicated service areas that offer collaboration, quickness and privacy when needed.

Gary Williams Jr., Area Franchisee, Southern California, says, “When you take a look through the lens of the customer, the experience is completely different than what we have today. Starting with right when you walk up to the front of the store, the doors open for you. On the right-hand side you have signage talking about our mailbox service. Above our front counters you now have a digital menu board. For years as franchisees we’ve all been asking for an improved-upon menu board and I think we hit a homerun.”

And most importantly, customers love it, too.

“I think it’s fantastic!”
– Hedy Kerr
“I like it a lot more! I think it’s more efficient.”
– Robert Kirk
“It’s more bright and vibrant. It’s absolutely gorgeous!”
- Philip Martoni

If you’re interested in bringing essential business services to your community in a refreshed, redesigned The UPS Store franchise of your own, reach out to our franchise development team or visit our website to learn more.

Entrepreneur's Franchise Top Rated for Veterans in 2021 badge

We Proudly Support Our Veterans

Participating partners with the VetFran program, The UPS Store offers qualifying veterans $10,000 off their franchise fee to start their new business. To learn more, contact The UPS Store Franchise Development Team.

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Ranked for over 30 Consecutive Years

The UPS Store has been ranked #1 in the postal and business services category for over 30 years and remains in the top 5 overall for the fifth consecutive year according to the Franchise 500 list.

Kristin Howard

Franchisee, Michigan

The reason my husband and I decided to go into franchising and specifically with The UPS Store, is the different opportunities we're given with the business. The UPS Store has name recognition as well as opportunities to expand.

Debbie Adams

Franchisee, Kentucky

What I enjoy most about being a The UPS Store owner is working with my customers. We are the solution specialists for our customers.

Jim George

Franchisee, Illinios

My favorite part about The UPS Store network is the camaraderie with other franchisees. Everybody loves to help everybody else. You’re really part of a family.

Greg Murray

Franchisee, Florida

The interesting thing about The UPS Store is that when a customer walks through the door there's an extremely high probability that they're coming there to do something that is important to them. So at the end of the day, what we do for customers is very important and they are trusting that we are going to do it well.

See the Full Testimonial

Mariana Huberman

Franchisee, Washington, D.C.

One of the things that I love about The UPS Store franchise system is that you're not ever in this by yourself. The franchisees of The UPS Store network are great.

Heidi Morris

Franchisee, Colorado

The thing I enjoy most about being a The UPS Store franchisee is I get to get up, go to work and know that I'm helping other business owners succeed in what they're doing.

Bob Brown

Franchisee, Tennessee

Owning a The UPS Store franchise has changed my life because it's finally given me the opportunity to engage my customers and my staff and be able to take real pride in what I do. As a franchisee, we get faced with solving peoples' problems every day and we do everything we possibly can to try to help.

Marie Jensen

Franchisee, Oregon

My favorite thing about The UPS Store is the variety. I love the variety of customers, I love the variety of services; getting to know the customers, meeting their needs, finding out how we can help them accomplish what they need to accomplish and seeing how happy they are. That makes me ecstatic.

Tad Mollnhauer

Franchisee, Florida

With the products and services that The UPS Store provides we can make a difference in people's lives and that is the best reason for being a The UPS Store owner.

Joy Batchelor

Franchisee, Idaho

What makes being a The UPS Store franchisee worthwhile at the end of the day is the customers. The customers treat us like we're family.

Paul Erchinger

Franchisee, Texas

One nice benefit of owning a The UPS Store franchise for me has been that it gives me the opportunity to be more involved in the community. As I make relationships with others it seems like no matter what the environment is, in one way or another business comes out of that and that's not my objective—it's been a secondary benefit to being involved in the community.

Chris Reminder

Franchisee, Ohio

There are several things that I really enjoy about being a The UPS Store franchisee. First and foremost it allows me to get to know the people in the local community and that is a lot of fun. We get to see people on a regular basis. We get to know their life stories. That's a lot of fun.

Bruce Jones

Franchisee, Kentucky

Since we have joined The UPS Store, our life has changed by just having more time to spend together as a family. We've been very fortunate with the stores that we have and we have a great staff that looks out for our best interest and we look out for theirs.

Lonnie Williams

Franchisee, Oklahoma

What makes The UPS Store so successful is it gives each individual an opportunity to grow with the network and just meet the challenges that are brought to them on a daily basis. Every day gives us a new opportunity to help another person, to help another small business, to answer a question and to solve a problem.

Jeff Graham

Franchisee, Alabama

I love my customers. I love my employees. I love every person, every face that comes into my store. I enjoy every day going into work and I can't see doing anything else for the rest of my life.

Stacie Stigar

Franchisee, Alaska

I think that this franchise is so successful because of all of the resources that are available to us as center owners—we have marketing materials, we have so many different opportunities for help from the home office, and it just really makes for a great franchise.

Don Pollard

Franchisee, New Jersey

I think the thing that makes this franchise successful is a number of things. First of all we have an outstanding system, we have a great product, a great brand, and we're able to attract dynamic people to run these centers and run the business. So I think when you put all that together it really provides for a winning combination.

Mary Ellen Nichols

Franchisee, Tennessee

The thing I love about the franchise is that you have the UPS name backing you but yet you also have the autonomy to make your own decisions to promote.

Laura Griffin

Franchisee, Florida

In the eight short months I've owned my The UPS Store it has really changed my life. I've gone from being an employee of someone else to being an employer of my associates. It's a big responsibility but it's exciting every day.

Sandy Scandrett

Franchisee, Wisconsin

Being a The UPS Store franchisee has improved every aspect of my life. It's very rewarding financially, professionally, and emotionally. I have a large number of regular customers who are really, really appreciative of everything we do.

Kristie Robison

Franchisee, Alabama

I would say owning a The UPS Store location has changed my life to where I have more time and flexibility. In owning your own business you get your store up and running and you get employees that you can trust that are going to help keep your store running. This allows me to attend my two boys' ball games and also travel and do things with them so it has really changed my life for the better.