In 2013 Specsavers decided to engage a creative agency to help them improve the digital services they provided across 10 trading territories.
They chose Biglight to help because of its ecommerce heritage, expertise in UX, customer experience optimisation and creative credentials.
Having defined a new digital creative approach, Biglight defined personas for each key customer group and created detailed journey maps to identify unmet user needs.
Leading the UX and creative aspects of an agile delivery process, Biglight then helped to shape, test and deliver iterative improvements to the Specsavers' digital services.
This UX-led agile approach was used to redefine the appointment-booking process, the way users access information and every aspect of online browsing journey, with changes being rolled-out globally throughout 2015 and 2016.
"Biglight has added value to Specsavers by applying their experience to our customers’ wide range of needs."James Witford - Head of Digital Marketing, Specsavers