Warby Parker
Business summary: Direct to consumer eyeglass brand that drastically cuts the costs
Beginning: The store experience is true to the brand. Upon entering, the store is clean, and overstaffed to ensure people get help quickly, pricing is simple (all frames with single vision lenses are $90)
Peak: The ease of the retail experience. There is a good selection, easily arranged by size (for narrow/medium/wide faces). Overall, there are fewer ugly glasses frames, which means there’s fewer to choose from (too much choice is a tax)
Pit:
Ending:
Be clear, be confident and don’t overthink it. The beauty of your story is that it’s going to continue to evolve and your site can evolve with it. Your goal should be to make it feel right for right now. Later will take care of itself. It always does.
1) Business Summary:
Warby Parker offers stylish, affordable eyewear with a focus on customer-centric design and seamless shopping experiences in both physical stores and online.
2) Start:
Customers walk into a sleek, modern store with an inviting layout. Frames are displayed openly, encouraging browsing, and friendly associates greet visitors, setting a relaxed and approachable tone.
3) Peak:
Associates deliver a standout experience by helping customers find frames that suit their style and face shape. The free in-store vision test adds surprising value, elevating the overall impression.
4) Pit:
During busy times, customers may experience long waits for assistance, leaving them feeling unattended. Additionally, some popular frames may be unavailable in-store, requiring online orders, which can be frustrating.
5) Finish:
The checkout process is quick and clear, with associates providing delivery details and customization options. Customers leave feeling excited about their purchase and well-informed about what to expect next.
6) Idea to Improve the Journey:
Implement a digital queue system where customers can check in for personalized assistance via their phone or an in-store kiosk. This ensures no one feels overlooked and creates a smoother flow during busy times.