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A longstanding leader in Canadian optometry, New Look is renowned for its product quality, innovation and, above all, expertise. Confronted with rising consumer expectations and committed to delivering an experience that reflected its reputation, New Look partnered with LG2 Architecture and REF to envision the next generation of its retail stores.
The challenge was to determine how digital innovation could elevate the physical experience, creating a journey wherein New Look’s vision expertise could take centre stage. The result: an environment where both guided and self-directed customer journeys benefit from the seamless integration of new technologies.
+63%
increase in transactions from new clients
+9%
increase in conversion
+9%
increase in premium lens sales
With LG2 and REF, the goal was to create an experience that would redefine the process of buying glasses. We developed a journey that integrated the latest technologies to simplify the experience and make it unique for each customer.
- Jean-Michel Maltais, Senior Vice-President, Omnichannel, New Look Vision Group
The new generation of New Look stores puts optometry back at the forefront. Every step of the customer journey, thoughtfully designed by the CX team after store visits, interviews and journey mapping, reflects the precision and care behind the work of the brand’s experts, while enabling customers to navigate the space intuitively.
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At the heart of the store lies a dedicated lens zone, where customers can see, touch and even test the durability of different lenses by trying to scratch them with sand. Complementing this, an interactive touchscreen display allows customers to dive deeper into New Look’s know-how, exploring the full lens ecosystem in an engaging and effortless way.
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The touchscreen display breaks down the technical details of each lens type into clear, visual explanations. Optimized for the 55” screen, every element is designed for clarity and accessibility, supporting both independent browsing and optician-led consultations.
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