Creating an excellent customer
experience with M&S Opticians
The Brief
When the pandemic delayed the opening of its stores, M&S Opticians identified an opportunity to create a supportive and engaging online experience for customers.
To deliver this, the teams required an intuitive eCommerce website that would allow customers to book appointments, make purchases, and access clear, comprehensive information on maintaining good eye and ear health.
The Solution
HROC designed and developed a fully integrated eCommerce platform using Magento 2.
The site delivered a ‘Virtual Try-On Tool’ enabling users to virtually try on frames from leading designer brands and its M&S Opticians’ collection.
We also built the site to seamlessly connect with internal finance and fulfilment systems, and developed a bespoke admin dashboard, enabling the M&S team to easily manage the site’s content.
The Results
A premium digital experience that mirrors the in-store service M&S customers expect.
400%+
increase in online appointment bookings
A user-friendly platform that combines strong UX with accessible healthcare information
A thriving online retail channel, expanding M&S Opticians’ reach beyond physical stores
More work
Who we work with
