Visionworks

Store Experience Redesign

Medical visits are unnecessarily complex. The scheduling, the paperwork, the waiting. There a plenty of reasons these appointments feel like a chore. As a national vision care provider, Visionworks sought to change that perception with a revamped end-to-end customer experience, anchored in an inviting & streamlined store design. My team at Arc Worldwide supported this vision from the very start, beginning by defining a robust customer experience strategy, outlining design principles & goals, and redesigning their stores with new floor plans, fixtures, signage, and digital integrations.

The results: Overall 30% increase in customer satisfaction and an 8% sales lift over the old design after 90 days. As of 2023, Visionworks had rolled out 75 stores with the new design, with plans to continue.