In a slight departure from cataloguing digital tech experiences, this is a run-through of a positive experience of being guided through installing replacement sunglass lenses from Sunglass Fix, a company in Australia.
First, the website home screen meets different new users where they are, by offering clear sections for those who haven’t yet ordered sunglass lens replacements, as well as those who have received replacement lenses from the company and need more information about installing them.
In addition to general instructions on the home page that help someone understand their sunglasses model number, lens replacement identification is also aided by in-context guides that appear as the user searches and browses.
The product page similarly helps guide potential buyers by giving them structure and details that help them choose between different lens options, especially as there are many different choices that could be made!
Although an order confirmation email arrives immediately after purchase, when the lenses ship, a shipping confirmation email arrives and highlights a link to video installation instructions, just as a backup option in case the packaging (discussed below) is discarded before the recipient installs the lenses.
Once the lenses are received, their packaging provides guidance to help the recipient install them. The inner flap of the package provides succinct installation instructions, reduced to 3 steps. It also takes a moment to reinforce the sustainability messaging on its product website, congratulating the user on their more eco-conscious choice to replace lenses than to buy new frames. The packaging itself subtly reinforces this message, as it’s made of recycled materials.
The packaging also points people to an installation section of its website, if they’d prefer a video installation guide, or guides that cover more complex frame types.
And, after the recipient has removed all the component parts, the bottom panel of the two indentations that held the lenses in the product packaging has a next step suggestion: go on a social media platform to leave a review with the hashtag, “#SunglassFixed.”
