Essilor | LenSelect App
role: director of ux and design // hours: 320 // results: full rollout after a successful pilot
01 | The problem
Essilor of America is the world’s largest manufacturer of spectacle lenses, and is largely dependent on thousands of independent optometrists to sell their products directly to consumers. Doctors were unable to show how certain products worked before they recommend adding them to a patient’s prescription glasses. Eyeglass features can seem daunting and expensive to patients—especially when they aren’t exactly sure what a product does.
02 | My Process
Our first step was to set up interviews with eye care providers to identify and clarify the true problem and end goal. The section step was to send out quantitative surveys to track user behavior around their lens purchasing process. We then created prototypes that we tested to build a frictionless experience for both the provider and customer.
Key Findings
Designing for our users
“As an eye care provider, I want to deliver a seamless customer experience, and quite frankly, I need a tool that will make it easier to achieve our main goal; a final sale and high customer satisfaction.”
- Lisa, Sales Manager
We concepted and designed a customer-facing app, called LenSelect to help eye care providers (ECPs) and their staff demonstrate the features and benefits of Essilor lens products. The step-by-step process in the app allows ECPs to customize recommendations and demonstrate the most up-to-date product comparisons, through user-friendly demos. Real-life scenarios and settings helped educate the patient in an entertaining way, while calculator features helped doctors show why add-on products are good for both the eyes and the practice bottom line.
03 | The Result
LenSelect was piloted with 50+ ECPs across various regions of the country. Response was so positive, Essilor decided to move forward with a full rollout to all Essilor Experts practices within the system.
Once this product is fully rolled out, Essilor will be able to make rapid adjustments to the content living in the app, as well as track how the use of the demo tool affects sales in practices using the LenSelect tool.
