Insight

"Self-service" = no service

Chinese customers are used to self-serve experiences; they typically expect to be served, so they consider the current “self-serve” experience to be a bad experience.
Especially with eye exams which is considered to be professionals-only, customers are intimidated by the unknown procedures and complex equipments.

Stakeholder interview

Concept

The design concept is built based on an analysis of an interactive art exhibit Museum of Ice Cream. It is an analogy to Optize space because it re-defines a traditional museum visit, just like how we want to re-defines a vision care experience. The interactive art exhibit experience is fun and creative. With the space design, we aim to provide a coherent experience that is fun and efficient for users to participate at every step:

①  Pre-entrance

The experience an art show starts before the gate. While waiting in line to enter the museum or gallery, visitors are surrounded by visual elements that get them excited for the visit.

Optize space
Set up the client’s office space with brochures and stickers, to get customers excited about what's happening.

② Entrance

At the entrance, a staff member checks the reservation details, welcomes the visitors, and explains general instructions for the visit.

Optize space
An entrance separates the office space from the following Optize experience, so that customer understands that they have entered a new space that makes them change their mindset from “employee” to “user”.

③ The show room

Once entered the museum, visitors go through a series of show rooms with art installations. Visitors usually get to know how they can interact with the installations with displayed instructions.

Optize space
This should be where customer starts to enjoy and explore the space with curiosity. The space should communicate that we are not just an eye exam service, but also we empower the user to guide themselves to explore the bite-size knowledge, and services we provide on-site like glasses cleaner, frame try-ons and app demo.

④ The Stall

In Museum of Ice cream, there're also multiple stalls located at the corners of showrooms, with friendly staff serving and introducing sweet treats.

Optize space
The customer will then receive an eye exam followed by consultation with an optometrist, in a separate pod.
The separation between staff and users shows the level of professional service Optize provides. But overall the space gives a friendly ambient, and allow users to have comfortable and uninterrupted interactions with an optometrist.

Deliver

To enable scalable operation for optometrists, I also created a service space guide, which classifies clients' office spaces into three categories, large, medium and small, and clarifies how to identify the type of spaces for the team, so they can prepare and set up the spaces accordingly.

With the guide, the team can decide what to bring to the service session according to the listed spacial assets under each type of space. For example, for a client with 100-150 employees that provide us with one meeting room to carry out the service, the team would not need to bring the installations, but only eye exam device and a table cloth with Optize branding.
‍
In the space guide, the operation team can also find specifications about where and how to place each asset. For example, signs need to posted at around 1.5m above ground, and preferably on a wall facing the traffic. ​With the service space guide and spacial assets provided, at least 50% more users were able to complete the self-service steps without help from a staff member. Our team member also shared the feedback that they were able to set-up the space more efficiently without being confused when entering a new space.