The purpose of this field trip was to analyse how a business operates across all levels, from front-end retail customer service to back-end logistics, e-commerce, and workplace culture - and to understand how customer-centric values drive every department.

Our visit began at Livewell, a retail storefront specialising in mobility care and assisted living products. The store features an intentional, open-concept layout designed specifically to let customers test equipment and ensure it fits their exact needs. Because many visitors are purchasing mobility aids for the first time and feel overwhelmed, Livewell prioritises education over a hard sell; staff focus on helping visitors understand their options even if they don't buy immediately. Guided by Katie Noble, we toured the showroom, tested products like power chairs, recliners, and crutches, and saw firsthand how personalised, one-on-one assistance builds customer trust and comfort.

We then transitioned to the headquarters of the parent company, Allied Medical, to observe the end-to-end supply chain, from the moment an order is placed to its final delivery. This backend tour highlighted several key business functions:

• Logistics & Quality Control: In the assembly area, we learned how critical consumer awareness is to manufacturing. Each wheelchair is custom-built with meticulous attention to detail and undergoes rigorous testing to ensure safety and functionality.
• E-Commerce Marketing: We explored how automated email marketing is used to boost customer retention. After a purchase, the system automatically sends personalised suggestions for relevant product accessories alongside targeted discounts, extending the company’s care model into the digital space.
• Operations & Time-Bound Deadlines: In the order processing department, the business utilises strict time-based targets. Orders placed before 2:00 PM are guaranteed for same-day delivery within a four-hour window.
• Organisational Culture & Management: We observed how workspace environment and leadership style affect productivity. The bright, colourful interior design is intentionally used to elevate employee morale. Furthermore, if tight shipping deadlines are missed, management utilises a supportive approach: rather than blaming staff, they hold constructive review meetings to identify issues and improve the process for next time.

Through this experience, we gained invaluable insights into how consistent customer care, streamlined operations, and a positive workplace culture intersect to run a successful enterprise.