Lenskart iConnect

Designing a faster checkout system for high-volume optical retail.

Timeframe

2022

Context

Lenskart had more than 1200 stores, and its internally built iPad POS was used by store teams to sell eyewear. A three-day internal hackathon improved one package screen, but the broader checkout experience still created friction for sales teams and customers.

I visited stores, observed customers, interviewed salespeople, compared competitor checkout flows, and worked in the store environment to understand the real purchase journey. The research showed long waits, repeated back-and-forth steps, server delays, and avoidable data-entry errors.

Solution

I redesigned the POS around a simpler checkout flow using filtration, customization, scanning, recommendations, and automation. The work included new information architecture, a self-checkout path with small changes for the assisted flow, redesigned power-entry widgets, a cleaner design system, and staged rollout planning.

The flow was tested with store executives and customers, then iterated through multiple versions until checkout reached 3 minutes. The old case study recorded a 10x reduction in checkout time, elimination of power-entry errors, and customer satisfaction moving from 3 to 4.7.

Thanks to

Lenskart product, engineering, store operations, sales, and design partners who supported research, testing, rollout, and implementation.