Delhaize Mozart

Delhaize, one of the higher end supermarket chains in Belgium, operates a franchise format. In March 2024, new owners took over the Mozart location, in Uccle, a well to do commune in Brussels. Though still in good standing, the store had not been renovated for quite some time. A large scale refit was envisioned sometime in 2027-2028. However, in the meantime the owners were keen to investigate quick win solutions to already enhance their customers’ in-store experience.

It is in this mindset that these dedicated owners contacted me in November 2025. They wished me to conduct an audit of their current store with a key focus on analysing the current in-store experience. Very practically speaking, identifying what worked well as well as what could be relatively easily and quickly improved. The agreed upon scope of for my work included:

• conducting an initial site visit (max 1.5hrs) to collect insights through observations and discussions with one of the owners plus a few staff members
• drafting an audit and quick wins report (approx. 2.5hrs work)
• debriefing with the clients (max. 1hr)

In the allocated 5hrs of work, I conducted a thorough audit of the store and the experience it currently provided its customers. General notes on quick win improvements were provided in a comprehensive 100+ slide report (excerpt below), alongside more in-depth observations for each individual part of the customer journey and store department. On top of the audit and quick win notes, I also provided:

• a sketch plan proposal for revisions to the store implementation
• inspirational image references for implementing the suggested changes