Kamwo Wellness Ecosystem

Connecting Retail, Education, Consultation and Holistic Wellness Service

01

Context

The Opportunity

Kamwo has built decades of trust as a leading Chinese herbal medicine retailer.

As the business expands into Meridian and Grand Meridian, the challenge becomes larger than retail design.

The opportunity is to create a connected wellness ecosystem that guides customers from discovery to consultation, treatment, and long-term wellness.As the business expands into Meridian and Grand Meridian, the challenge becomes larger than retail design.

The opportunity is to create a connected wellness ecosystem that guides customers from discovery to consultation, treatment, and long-term wellness.

02

Research & Insights

Key Insights

  • Customers often enter looking for a specific remedy but are unaware of broader wellness offerings.

  • Consultation services are disconnected from product discovery.

  • Meridian and Grand Meridian feel like separate destinations.

Observations from existing Kamwo Retail Space

03

Ecosystem Framework

& Customer Journey

KAMWO · MERIDIAN · GRAND MERIDIAN

Customer Journey Mapping

04

Meridian Experience Layer

Experience Principles:

  1. Discover

  2. Learn

  3. Experience

  4. Personalize

  5. Continue

Grand Meridian Evolution

05

Strategic Opportunity

Rather than embedding consultation into every treatment room, the experience could be restructured around a dedicated premium consultation environment.

This creates a clearer distinction between:

Assessment & Planning & Treatment & Recovery

Stakeholder Alignment

06

Alignment Process

Workshop Facilitation

Led a series of cross-functional workshops to identify opportunities, challenges, and strategic priorities across retail, consultation, and wellness services.

Decision Making

Facilitated discussions around key business and experience decisions, including:

  • Retail vs. wellness positioning

  • Meridian and Grand Meridian relationship

  • Discovery Hub strategy

  • Herbal Experience Bar

  • Consultation and treatment workflows

  • Premium service opportunities

Experience Prioritization

Evaluated concepts based on:

  • Customer value

  • Business impact

  • Operational feasibility

  • Space constraints

  • Long-term scalability

Concept Validation

Used customer journey mapping, ecosystem planning, and AI-generated visualizations to test and align concepts before implementation.

My Role

  • Experience Strategy Lead

  • Workshop Facilitator

  • Customer Journey Designer

  • Stakeholder Alignment Lead

  • Spatial Experience Consultant

My role extended beyond spatial design to helping stakeholders build a shared vision for how retail, consultation, and wellness services could work together as a cohesive customer experience ecosystem.

Outcome

07

Deliverables

  • Wellness Ecosystem Strategy

  • Customer Journey Framework

  • Meridian Experience Concepts

  • Grand Meridian Experience Recommendations

  • Stakeholder Workshops

  • AI Visualization Concepts

  • Spatial Experience Principles