Shifting from optical retailer to visionary eye healthcare partner

The Challenge

Faced with the evolving demands of their industry, an optical retailer sought a profound transformation of their vision and strategy. Their primary goal was to pivot towards becoming a trusted provider of comprehensive eye healthcare services while delivering an exceptional omnichannel customer experience.

The Solution

In close collaboration with our client, we introduced the innovative "Strategy in 100 Days" initiative. This program was a fusion of customer-centricity and a data-driven business design approach. Throughout our extensive partnership with the company, we meticulously crafted the blueprint for a seamless omnichannel customer journey. Key program streams were identified, categorized into quick wins for immediate impact and long-term development for sustained growth, culminating in the design of a comprehensive 3-year program.

My Role

My role in this transformative journey was to provide guidance and leadership throughout the strategy formulation process. This encompassed overseeing the entire program and managing specific organisational and digital project streams within it. Together with the client, we paved the way for their evolution from a traditional optical retailer to a trailblazing eye healthcare partner, positioning them at the forefront of their industry.b