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 a near-double digit 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.

My role: ACD, Arc Worldwide | Retail Design Group – Guide creative toolkit, develop shopper journey, and define new store experiences for customers and staff. Lead all environmental design (wall graphics, navigation, marketing signage) alongside an interdisciplinary team of interior designers, architects & experience strategists. Advise on the development of 3D renderings to articulate creative intent, and influence elements of total store experience (digital signage, materiality, lighting). Present work to all levels of agency & client Leadership, peers & collaborators.