Lenskart iConnect
Lenskart's iPad-based store POS was powerful but slow and difficult to use in high-volume retail moments. I redesigned the checkout experience to reduce operational friction, support assisted and self-checkout flows, and move checkout time from 30 minutes to 3 minutes.
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.