Transforming a Customer Challenge into UX (Lenskart) 🚀

Recently, I ordered a pair of spectacles from Lenskart, and what should have been a simple experience turned into a bit of a hassle. The glasses were not delivered on time, and to my surprise, I found that there was no option to cancel the order directly on the app to initiate a refund. This led me to the Support section in search of a solution, where I discovered some gaps in the customer support experience.

1️⃣ Direct Communication: Currently, users navigate through the Sara chatbot before escalating issues. Introducing a direct option to request a callback would expedite resolutions.

2️⃣ Language Accessibility: Given Lenskart's diverse user base, implementing a language selection feature before support requests would promote clearer communication and inclusivity.

3️⃣ Enhanced User Control: Enabling direct cancellation and refund options within the app interface would empower users and streamline their experience.