Essilor, Co-creating a customer experience

ESSILOR, CO-CREATING A CUSTOMER EXPERIENCE

The challenge: How do you convert new consumers to the purchase of ‘anti-fatigue’ lenses and improve the in-store customer experience?

The answer: With a design thinking approach, I involve opticians, manufacturers and users to obtain new insights.

Field observations, carried out with the help of an experienced anthropologist, are used to highlight bottlenecks in the shop, develop personas and analyze customer journeys. A stimulating collaborative workshop is organized to share insights and to co-design prototypes, generating a real buzz among opticians keen to roll them out in their stores. Consumers are given a unique opportunity to express their opinions directly and to actively contribute to the success of this experiment.

Je mène cette mission comme freelance pour le cabinet de conseils Ignéos, dans le cadre de l’initiative Be Circular.

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