Specsavers

In-store Research & App Design

Designing a virtiual try-on app that would be adopted in numerous stores across the UK.

Defining a unique digital in-store experience that improves the frame selection process and customer experience.

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Introduction

Working closely with the clients and CTO at Possible, we developed a concept and roadmap for a digital frame recommendations tool that would be used in-store by store staff. The aim of this product is to improve the accuracy of frame selection and the customer experience.

The technology, developed by DITTO, is able to create a 3D face scan. Using this technology, we designed a concept that takes advantage of this that fits with the current store process. The experience makes an analysis of the customer’s face and combines it with their transactional data to recommend them the ideal pair of frames that would fit perfectly.

This experience aims to help customers choose the pair of frames that fits their style and face shape. The experience also aims to empower store staff to have more accurate information at hand.

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My role

Working as the Lead UX Designer, I was responsible for coming up with the concept, ensuring the experience fits with the needs of each store, liaise with the client and stores to ensure a desired experience is created, and seeing through the release of the product in the first seven stores.

At the start of the project it was my responsibility to define the vision experience and to implement it accordingly into each Specsavers store. In order to ensure it would meet the need of the store staff and customers, I mapped out the typical customers type of customers and how they go about the store and services. This was done by visiting numerous stores across the country, interviewing the staff and customers, and also interviewing the wider team at Specsavers.

Once the discovery phase was finalised, I created high-level wireframes and prototypes in InVision for the entire experience. With the first release of the app around the corner, I managed to design the UIs for this. With all this in hand, I tested it with the Specsavers and DITTO team. Following this I went to a handful of stores to test the experience with the store staff and customers. This all ensured it was a robust experience designed with the people who will use it.

Working as the Lead UX Designer, I was responsible for coming up with the concept, ensuring the experience fits with the needs of each store, liaise with the client and stores to ensure a desired experience is created, and seeing through the release of the product in the first seven stores.

At the start of the project it was my responsibility to define the vision experience and to implement it accordingly into each Specsavers store. In order to ensure it would meet the need of the store staff and customers, I mapped out the typical customers type of customers and how they go about the store and services. This was done by visiting numerous stores across the country, interviewing the staff and customers, and also interviewing the wider team at Specsavers.

Once the discovery phase was finalised, I created high-level wireframes and prototypes in InVision for the entire experience. With the first release of the app around the corner, I managed to design the UIs for this. With all this in hand, I tested it with the Specsavers and DITTO team. Following this I went to a handful of stores to test the experience with the store staff and customers. This all ensured it was a robust experience designed with the people who will
use it.

Specsavers – Customer journeys (portfolio)

Our process

Together with the Specsaver and DITTO team, we defined at the beginning of the project what the ideal solution should be. We then split this into milestones, each covering two sprints. This allowed us to gradually add functionality and to test this.

Initially, when we introduced the product into the stores, we only showed the store managers and partners the experience. The purpose of this was to test the desirability. With their feedback we made iterations to the concept and designs. Once the store managers and partners were happy with the experience, we then tested it with staff and customers.

By conducting the user research with numerous groups of users, we managed to deliver a robust and unique concept that brings an exciting experience into the Specsavers stores. 

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Next up

E.On