Seeking an in-store experience to provide customers with the opportunity to test their complete line of products firsthand, Tempur-Pedic engaged InReality to design and produce a viable solution. In collaboration with the Tempur-Pedic marketing team, InReality designed and developed the Sleep Experience Center (SEC)—an environment that allowed customers to experience the Tempur-Pedic sleep system in a relatively private and relaxed setting.

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Seeking an opportunity to provide their customers with a way to test
their product line firsthand, Tempur-Pedic engaged InReality to design
and produce the Sleep Experience System (SEC).
RETAIL CASE STUDY | Sleep Experience Center
TEMPUR-PEDIC
®
COMPANY SNAPSHOT:
Worldwide leader in premium and
specialty sleep products. Founded in
1992 with products currently being sold in
over 80 countries.
Industry:
• furniture & bedding
Markets:
• retail furniture centers, online &
mattress retailers
THE REALITY GAP:
Tempur-Pedic was having difficulty:
• creating and maintaining a relaxed
and comfortable experience for
customers during product selection
• showcasing Tempur-Pedic products
as part of a complete system
Customers were having difficulty:
• trying Tempur-Pedic products
without some level of privacy
• experiencing Tempur-Pedic products
as part of a complete system while
shopping at retail
• leaving their valuables unattended
while trying Tempur-Pedic products

2. CHALLENGE
As a world-leading bedding provider built on product
formulation originally designed for use by NASA®,
Tempur-Pedic knows firsthand that looking forward is
the way to stay ahead of the competition. That’s why
Tempur-Pedic reached out to InReality to regain
control of customer interactions with their products in
the retail environment—the only remaining space
where brands can still control the customer
experience. In this way, Tempur-Pedic could ensure
that their individual products were not getting lost in
the retail shuffle and that customers would view and
purchase these products as part of a complete
Tempur-Pedic sleep system.
SOLUTION
Before diving into designing and developing a new
experience for Tempur-Pedic, InReality conducted a
“reality gap” analysis and research to gather insights
on costumer needs and behavior. This process
helped arm the team with a better understanding of
the reality gaps between the existing in-store
Tempur-Pedic customer experience and the actual
needs and expectations of their customers.
The reality gap analysis and research revealed two of
the key findings, which ultimately helped shape the
new experience. First, we discovered strong evidence indicating that customers who lie on a mattress at the
point of sale, are more likely to purchase and remain satisfied with the mattress. Second, we found that
consumers are highly unlikely, due to the lack of privacy in the retail environment, to lie for any significant
length of time on a mattress they may be interested in purchasing.
To combat the gaps in the customer experience and meet the needs of Tempur-Pedic, InReality’s new solution
features a private and relaxing 120 square foot Sleep Experience Center (SEC), complete with an digital
elements that allow customers to experience the complete Tempur-Pedic sleep system.
RESULTS
The SEC has been installed in over 200 locations nationwide, and continues to enable meaningful experiences
designed to meet customer needs in a private and relaxing environment. The new solution also offers Tempur-
Pedic renewed control of their retail experience.
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The SEC enables Tempur-Pedic to differentiate their products
while creating & managing intentional and meaningful
experiences for their customers.

3. A NEW, IMMERSIVE EXPERIENCE
The new SEC creates a new experience more proportionate to the level of investment required for premium
sleep products. In addition to the engaging digital components and relaxing experience that allows customers
try the complete Tempur-Pedic sleep system, the new solution eliminates customer discomfort associated
with lying on mattresses due to a lack of privacy or the retail sales associates hovering over them. It also
eliminates customer uneasiness with leaving their valuables unattended while testing the products, so they
are free to relax and focus on the experience.
RENEWED CONTROL OVER THE RETAIL CUSTOMER EXPERIECE
Another key benefit of the SEC design, is that it changes the reigns of control—shifting from a retailer-
controlled experience to a Tempur-Pedic-controlled experience. Since brick-and-mortar still accounts for
most sales, regaining control of customer interactions with Tempur-Pedic products in the retail space was a
decisive advantage of this solution. In addition, coupled with InReality’s ongoing support and services, the
SEC promises continued upkeep and relevance of the Tempur-Pedic in-store experience.
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Strong digital elements and a relaxing experience allows customers to see and test Tempur-Pedic products as a complete
system in privacy and comfort.

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InReality
Retail Marketing Firm
About InReality
InReality transforms how customers experience
brands and retailers in-store. We turn customer
insights into innovative solutions for the reality of
21st century retail.
For almost 20 years, we’ve worked with clients,
like The Coca-Cola Company, Tempur Sealy and
The Home Depot, to build stronger, more enduring
customer relationships, while creating measurable
results. And, we offer the real-world expertise and
convenience of handling everything under one roof—
from research, strategy and design to production,
implementation and analytics.
To learn more about our services, team, work, and
latest insights, visit www.inreality.com.
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