Warby Parker

Warby Parker has experienced two fantastic years of growth and acclaim. The New York Office and Showroom are in the midst of a transformation, accommodating new growth and serving over 9,000 customer appointments last year. Warby Parker approached Sub Rosa with the task of redesigning the NYC Showroom and develop a compelling customer experience to accommodate this growth of traffic across both the Showroom and additional retail spaces as the brand continues to evolve.

Having previously worked with the Warby Parker team since pre-launch to help establish the principles of the brand and the strategic direction of their marketing, Sub Rosa have a unique insight into the brand DNA and fundamentals, which were subsequently applied to the engagement.

Based on a series of heuristics within the existing showroom, movement and flow was tracked to understand customer patterns and behaviors. Through a series of iterative prototyping, hypotheses were tested to then inform the final recommendations.

The proposed redesigned spatial plan considered layout, signage, greeting and branding to enable a seamless flow and create a consumer journey that facilitated an optimum product trial experience. The solution incorporated a range of scalable, effective, and efficient methods of product display, as well as a full plan for appointments vs. walk in traffic to understand and set the customer expectations for “appointments” in the showroom. The design was also modular and flexible to apply to additional Warby Parker retail spaces.

The subsequent redesign of the showroom space resulted in a more efficient and effective environment, allowing the capacity for increased foot traffic. The design fundamentals also formed a playbook for the brick and mortar growth of Warby Parker stores across both NYC and Boston.