Problem Identified
Jan 2026
My goal was to materially improve Non-Transactional MAU (users who engage meaningfully outside purchase flows).
D2C Tech
Omnichannel
Project Overview
The Problem
Lenskart has built one of the world’s largest omnichannel eyewear platforms. However, the product struggles to retain users beyond the point of purchase, resulting in Low Non-Transactional Monthly Active Users (MAU).
Core Challenge
“Set & Forget” Category – Eyewear is low-involvement with 12–24 month cycles
Trust & post-purchase care gap → defaults to local opticians for fixes
App reinforces episodic mindset instead of building habits
Impact at Stake
"Impact at Stake: 30% new-user churn and 20% return rates post-purchase, eroding retention, repeat revenue, and long-term loyalty."
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