How might Lenskart enhance its home eye test service to make it more accessible and user-friendly?

Introduction

To enhance Lenskart's home eye test service and make it more accessible and user-friendly, we need to analyze the current offering, identify pain points, and develop innovative solutions. I'll approach this by examining user segments, analyzing the user journey, and proposing targeted improvements.

Step 1

Clarifying Questions (5 mins)

• Looking at Lenskart's position in the market, I'm curious about the current adoption rate of the home eye test service. Could you share some insights on what percentage of Lenskart's customers are using this service, and how it compares to in-store eye tests?

Why it matters: This helps us understand if we need to focus on increasing awareness and adoption or improving the experience for existing users. Expected answer: About 20% of customers use the home eye test service, which is growing but still lower than in-store tests. Impact on approach: If adoption is low, we might prioritize awareness and onboarding. If it's high, we'd focus on optimizing the experience.

• Considering the nature of home eye tests, I'm wondering about the current user satisfaction levels and completion rates. Do we have data on how many users who start a home eye test actually complete it, and what their feedback has been?

Why it matters: This information will help us identify if there are major drop-off points or satisfaction issues in the current process. Expected answer: Completion rate is around 70%, with mixed satisfaction scores. Impact on approach: Low completion rates would suggest focusing on simplifying the process, while low satisfaction might indicate a need for improved accuracy or user experience.

• Given the potential for technology to enhance this service, I'm curious about the current tech stack and hardware used for home eye tests. What kind of equipment are we providing to users, and are there any limitations in the current technology?

Why it matters: Understanding the current tech capabilities will inform what improvements are feasible and what new technologies we might need to explore. Expected answer: Current setup includes a smartphone app and basic eye test equipment sent to users. Impact on approach: If the tech is limited, we might focus on upgrading hardware. If it's advanced, we could look at software improvements or data utilization.

• Considering Lenskart's broader business goals, how does improving the home eye test service align with the company's strategic objectives? Are we looking to use this as a differentiator, a cost-saving measure, or a way to expand market reach?

Why it matters: This helps us align our improvements with Lenskart's overall strategy and prioritize solutions accordingly. Expected answer: It's seen as a key differentiator and a way to expand market reach in underserved areas. Impact on approach: If it's a key differentiator, we might focus on unique features. If it's about market expansion, we'd prioritize accessibility and scalability.