customer research
journey mapping
interactive opportunity workshops
omni-channel discovery
Lencrafters is a leading eyewear provider under the Luxottica umbrella of eyecare products and services. Facing a transforming market with new players like Warby Parker, Lenscrafters wanted to double down on their customer experience with omni-channel engagement that would meet their customer desires in store & at home.
the challenge
In a fast changing retail market, Lenscrafters needed a competitive new suite of digital capabilities that would elevate customer experiences online and offline. Operating within the large Luxottica umbrella, a robust evaluation of Lenscrafters’ core positioning was needed for an integrated approach to the customer journey with partnering Luxottica organizations (insurance, contacts, medical services).
Identifying, evaluating, and critically prioritizing new customer experiences were at the heart of our discovery.
results
The resulting opportunity prioritization and roadmap crafted a story leading the organization’s customer technology into the future. New capabilities empowered Lenscrafters to remain competitive with new market players like Warby Parker, while complementing Luxottica’s partner companies along a user’s eyecare experiences.
Opportunities like virtual try-on, home try-on and online merchandising rapidly improved customer satisfaction along the customer journey.