Specsavers Case Study
The retail experience through new lenses
Transforming the retail shopping experience through customer-centric technology
Reimagining customer experience
Project overview
We partnered with Specsavers, a British multinational renowned retail eye care industry leader, to digitally transform their customer experience. Specsavers has always been at the forefront of providing exceptional optical services.
Case
The manual process involved in pre-purchase contact lens trials was time-consuming and prone to errors. Shifting to digital transformation can empower customers to succeed in the transition into contact lenses and thereby be a solid supplement to the excellent in-store advice from Specsavers’ optical experts in The Nordics.
Challenge
Addressing a high dropout across the industry within 14 days among contact lens users, our solution focused on innovating rapidly to improve retention and operational efficiency.
Together, we aimed to automate pre-purchase contact lens trials and create a seamless interface that benefits their stores and customers.
Solution
The app is designed to onboard new lens users, by displaying curated content in the form of tutorials, guides, and support based on the user feedback submitted on a daily basis.
EarlyTrialist App for both iOS and Android, helping users get comfortable using lenses
Customer Dashboard to help the stores track, monitor, and provide best-in-class customer experience
Team setup
Specsavers went for a flexible setup where the core team oversees the planning and development of the product.
They utilise OnDemand services such as design, DevOps, and additional developers to reach milestones faster. This setup keeps the operational costs low, while leaving room to scale upon demand.
Launch goals
The goal is to improve the overall customer experience and product adoption, leading to a greater outcome for lens subscribers. After a few rounds of piloting, store testing, and quality assurance the product is set to launch in Specsavers Nordics soon
Reduction in drop out
Improved support response time
Increased number of lens subscribers
Uplift in customer insights
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