The Client & Challenge
Marks & Spencer set out to transform its checkout experience by expanding self-scan capability across its estate. The challenge extended beyond increasing capacity. Each store needed a layout that improved customer flow, integrated new security requirements, and introduced a clearer, more modern visual identity at the point of payment.
The programme had to be delivered at pace, within live trading environments, and with absolute consistency across a diverse national estate.
Marks & Spencer
Our Approach
Key Group worked closely with M&S to shape and deliver a new checkout environment that balanced efficiency, security and brand presence. We supported layout design, security integration and the coordinated installation of a refreshed graphics package, creating a bolder, more contemporary look and feel at the point of payment.
By combining design coordination with construction delivery, we ensured each store solution was tailored to its footprint while remaining consistent with the wider M&S brand and operational standards.
Marks & Spencer
Delivery in Detail
Across the four-year programme, the rollout spanned stores of every scale, from regional food halls to multi-floor flagships. Each scheme demanded a tailored approach, with works ranging from ceiling replacements and bespoke manufactured fittings to complex asbestos management and live-store refurbishments.
Some of the notable stores in the rollout included:
Integrated Delivery
● Layout planning to optimise customer flow and self-scan usability.
● Installation of new tilling solutions alongside upgraded security layouts.
● Coordination and installation of updated graphics to support a bold, modern checkout identity.
● Joinery, wall builds and fixture installation delivered as a single coordinated package.
Programme Control
● Four-night delivery per store within live retail environments.
● Six stores delivered concurrently each week across the UK and Ireland, maintaining consistency at scale.
Marks & Spencer
The Results
The refreshed checkout areas have enabled M&S to move more customers through self-scan tills, easing queues and improving efficiency during peak trading hours. The design and delivery approach has supported a smoother customer experience while maintaining the high standards expected of the M&S brand.
Alongside operational improvements, these changes reinforce a clearer, more modern checkout experience that aligns with M&S brand expectations across the estate.
Marks & Spencer
Nationwide Capability
From Aintree to Harrogate, Leeds Briggate to Guiseley, and across to Northern Ireland and Dublin’s Grafton Street, this programme demonstrates Key Group’s ability to deliver consistent results nationwide, week in and week out.
