During that time frame, approximately 20 people entered and left the store, some in groups and some individually. No optometrist is present at this location, so a customer buys the frame in-store, enters their prescription online, and has the glasses shipped to them within 7-10 business days. At the store, all glasses (both optical and sun) are separated by frame shape. The frame size, price, and name are provided on a plaque underneath each pair of glasses, and every pair is unisex. The Optician Apprentice assisting us, Katie Landers, mentioned that Fridays, Saturdays, and Sundays are their busiest sales days. However, the current month is a slower, off-season time period in comparison to the holiday seasons. See Appendix B for a more detailed description of the store layout and our teammate Zoe’s in-store purchasing experience.
The main operational insight gained from this store visit is that it’s extremely beneficial for Warby Parker to offer these physical store locations in addition to their online sales. While the online quiz is supposed to mimic this process of finding the right frame size, shape, and color, there are some aspects that are harder to choose online than physically trying the frames on in the store. The online Home Try-On process is definitely helpful in that you can order 5 pairs as many times as you want to keep trying them on, but for someone with a tricky frame, it’s definitely simpler to go to the store instead of doing multiple Home Try-On orders and returns. VIII. Feedback Response Results from Home Try-On Participants To analyze the Home Try-On model, our team got 24 friends to participate in a Home Try-Onexperience. Positive feedback included praises for the products’ style, price, quality, easy-to-use servicewith very little effort needed, and fun interactive quiz/photo upload. Some participants felt that the WarbyParker services were efficient, straightforward, and clear, with a very simple return process. Theseparticipants were satisfied with the shipping speed, saying that it took only 5 days, the lowest number inthe estimate provided. Beyond the products and services, one participant even commented that she felt“good is actually coming from my shopping” because of Warby Parker’s “Buy One Give One” model. Some areas for improvement provided by participant feedback included the length of the HomeTry-On period, the size fit of the glasses ordered, and the product advertised versus the product received.One participant suggested that he would like to test all five products for longer than five days. In anothercase, the buyer felt that theframe width was overstated on the website when trying different frames on inperson. He reported that the wide and medium width frames felt similarly narrow to an above averagewidth head. Two participants noted that the high quality design of the frames online, the website,packaging, and overall experience raised expectations regarding product quality, but in reality the product
quality did not match expectations and didn’t look as good in real life. One participant noted a couple ofthe lenses appeared darker in person than they seemed online. These negative reviews suggest that Warby
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- Fall '17
- Sunglasses, Warby Parker