Case Study
A Personalized Eyewear Selection Tool for Lenscrafters
A custom recommendation tool improved customer satisfaction, reduced returns, and simplified in-store selection.
Challenge: Delivering a Better Online and In-Store Eyewear Shopping Experience
The growing popularity of online eyewear shopping presented Lenscrafters with a significant challenge: How could customers feel confident purchasing glasses without trying them on? Although online shopping offered convenience, customers often struggled with concerns about style, fit, and overall suitability. LensCrafters identified an opportunity to address this challenge by creating a more personalized shopping experience based on insights into individual face shapes, personal styles, and preferences.
Our solution made it easier for LensCrafters customers to find the perfect pair of glasses, reducing decision fatigue and improving satisfaction.
Solution: A Customizable Eyewear Recommendation Tool
To meet these needs, Sourcetoad collaborated with LensCrafters to create a sophisticated web and mobile application that personalized the shopping experience. This tool leveraged proprietary algorithms and customer insights to recommend eyewear tailored to individual preferences.
The application began by asking users targeted questions about their face shape, gender, and style preferences, including creative prompts like, “Which of these four dogs do you prefer?” By analyzing their responses, the system identified unique style tendencies and recommended eyewear that aligned with their preferences.
This versatile tool was available both online for remote shoppers and on in-store iPads, allowing customers to enjoy a curated experience no matter where they shopped. Once the questionnaire was completed, users received a tailored list of sunglasses, simplifying their decision-making process and boosting confidence in their choices.
Results
Personalized Shopping Experiences: The tool provided tailored eyewear recommendations, leading to higher customer satisfaction online and in physical stores.
Lower Return Rates: By accurately matching eyewear to customer preferences, LensCrafters saw a significant reduction in returns.
Improved In-Store Navigation: The in-store application helped customers efficiently sort through a wide variety of options, enhancing the shopping journey.
This innovative solution successfully bridged the gap between convenience and personalization, helping LensCrafters deliver an enhanced customer experience while optimizing operations and reducing returns.
