DIGITAL ONBOARD SOLUTION

Transforming the Customer Experience for New Users of Contact Lenses

Client Overview

A leading global vision care provider, the maker of a leading brand of contact lenses, provides innovative vision care solutions worldwide. Recognizing that adopting contact lenses for the first time can be intimidating, they are dedicated to supporting users from day one with expert guidance, how-to videos, and personalized support.

The Challenge

To help "New Wearers" get started, the client's brand website featured an existing onboarding quiz. Users would answer basic questions about their contact lens experience level (e.g., beginner, currently wearing lenses, or already wearing their brand's lenses). Based on their answers, the site generated a standard user flow and product recommendation for each user type. While functional, the client wanted to elevate this journey, replacing the static quiz flow with a highly interactive, personalized, and foolproof onboarding experience that directly addressed common beginner struggles, such as determining if a lens is inside out.

The Proposal


To transform the customer experience, CI&T proposed enhancing the existing onboarding quiz by integrating advanced digital capabilities. Moving beyond optimizing sales representatives' workflows, this proposal focused directly on empowering the end consumer with a digital companion.

The Solution

AI CHATBOT & AUGMENTED/VIRTUAL REALITY

The CI&T team designed a solution centered around two innovative technical features to guide users step-by-step:

GenAI Chatbot with Zero Hallucination: The personalized conversational assistant uses a strict database of predefined responses to ensure the utmost safety and accuracy in medical device guidance and completely avoid "AI hallucination". If the bot does not have an immediate answer available, it is programmed to question the user further without ever leaving its secure database.

Augmented/Virtual Reality Lens Validation: One of the most challenging steps for new wearers is ensuring their contact lens has the correct, bowl-like orientation before insertion. The proposed solution solves this by prompting the user to open their smartphone camera and show the lens. The AI then utilizes augmented reality to visually verify the correct lens orientation, notifying the user when the lens is ready for insertion.

The Impact

By proposing the integration of secure GenAI and Augmented Reality, CI&T helped the client reimagine the onboarding journey. The digital companion solution transforms a basic website quiz into a highly personalized, interactive digital tool, giving new wearers the confidence and step-by-step support they need to safely begin their contact lens journey.