Case Study: OPSM Luxottica boosts in-store sales with Ziba's service center retail experience

OPSM Luxottica grows sales 6.8% in year one with Ziba

Ziba worked with OPSM Luxottica, an Australian subsidiary of the world's largest eyewear company, to address a key challenge. Faced with growing competition from online retailers and declining market share, OPSM Luxottica needed to increase foot traffic, sales, and brand loyalty by redefining its uniquely Luxottica retail experience.

Ziba's solution was to reimagine the retail store as an elevated service center. They simplified an 18-stage customer journey into three key service touchpoints, using cues from theater and educational theory. This new experience, supported by environmental and communication design, was prototyped and refined. The resulting pilot store in Sydney achieved a 6.8% sales growth in its first year and informed the redesign of nearly 80 stores across Australia.

OPSM Luxottica