UK & Europe
48
Locations Completed
10
Locations in Pipeline
432
Interactive Units in Market
Navori
CMS Platform
Overview
The environment has to earn the trust the service demands.
Boots Hearing Care provides audiological services across a significant UK and European retail estate, but consultation spaces were not keeping pace with the clinical and commercial standards the service demands. Customers making decisions about hearing aids need clarity, confidence, and the space to understand their options. Legacy environments were not delivering that.
IUF was brought in to modernise consultation spaces and introduce interactive product education across the estate. The rollout covers 48 locations completed to date, with 10 further sites in the pipeline, spanning both standalone Boots Hearing Care locations and in-store concession formats within the wider Boots estate.
The solution operates across two complementary layers. The first is a programme of premium AV upgrades across the full estate, consultation room audio, display systems, and the infrastructure to support diagnostic testing and product communication. The second is the Lift & Learn system: an RFID-powered product discovery tool deployed across 24 locations, with 18 interactive units and 3 displays per site, giving customers a self-serve way to explore hearing aid options before and after consultation.
Together, they create a consultation environment that builds trust, reduces friction, and positions Boots Hearing Care as a modern, patient-centred hearing health service.
Journey & Experience
The consultation starts at the display.
The experience spans two formats across the Boots Hearing Care estate:
Consultation Room AV
- Premium audio upgrades – consultation room-grade AV supporting diagnostic testing and clear product communication during appointments
- Display systems – screens supporting product demonstration and brand content across consultation and browsing zones
- Standalone and concession formats – the same standard of environment delivered whether in a dedicated Boots Hearing Care location or an in-store concession within the wider Boots estate
Lift & Learn – RFID Product Discovery
- RFID reader surface – customers physically lift a hearing aid model and place it on the reader; the system identifies the product instantly and triggers on-screen information covering features, specifications, and comparisons
- 18 interactive units per location – providing broad product coverage across the hearing aid range at each site
- 3 displays per location – presenting triggered content and carrying contextual brand and range messaging throughout the browsing zone
- Self-guided comparison – customers explore at their own pace, in sequence, without sales pressure or staff involvement
The Lift & Learn experience is designed specifically for a customer who may feel uncertain or overwhelmed by hearing aid technology. By making the interaction physical and the information immediate, it removes the barrier between curiosity and understanding.
Technology Architecture
Navori at the core of the interactive estate, centralised, reliable, and built to update as product ranges evolve.
Core Infrastructure
- Navori CMS – centralised content management across all 24 Lift & Learn locations, enabling consistent messaging and real-time updates as the hearing aid range changes
- RFID product recognition system – individual hearing aid SKUs tagged and recognised at reader level, triggering product-specific content per lift interaction
- AV integration – premium audio and display systems across the consultation room estate
Hardware Ecosystem
- Navori Stix 3800 media player – powering each Lift & Learn unit across all 24 locations
- RFID reader surface – embedded within the product display fixture, recognising individual hearing aid models on placement
- 18 interactive units and 3 display screens per location – covering the full hearing aid range at each site
- Premium consultation room audio – supporting diagnostic testing and product communication
Implementation
Rolled out across live healthcare retail environments, without disrupting the consultation services operating within them.
Phase 1 – Standalone Location Rollout
- AV and Lift & Learn systems specified and installed across standalone Boots Hearing Care locations
- Navori CMS configured and pilot installation tested
- Consultation room upgrades delivered and refined across initial site cohort
Phase 2 – Concession Format & Lift & Learn Rollout
- Technology suite adapted for concession format within the wider Boots estate
- 18 Lift & Learn units and 3 displays installed per location across 24 sites
- Navori Stix 3800 players configured and connected to centralised CMS at each location
Phase 3 – Ongoing Expansion
- 48 locations completed across UK and European estate
- 432 interactive units in market across the Lift & Learn estate
- 10 further locations confirmed and in pipeline for delivery
Outcomes
48 consultation environments transformed
Across 48 UK and European locations, Boots Hearing Care consultation spaces have been upgraded with premium AV and interactive product education, raising the standard of the environment to match the clinical service delivered within it.
432 interactive product discovery points in market
18 Lift & Learn units across 24 locations means 432 individual interaction points, each one allowing a customer to explore, compare, and understand a hearing aid independently, at the moment they need to, without waiting for staff.
Self-serve product education in a high-consideration category
The Lift & Learn system makes hearing aid technology accessible to customers who would otherwise rely entirely on staff to explain it, lifting the physical product, triggering instant on-screen information, and building the confidence needed to make an informed decision.
