{"id":26667,"date":"2026-08-13T16:55:43","date_gmt":"2026-08-13T14:55:43","guid":{"rendered":"https:\/\/userlutions.com\/case-studies\/mister-spex-cx\/"},"modified":"2026-09-29T16:39:17","modified_gmt":"2026-09-29T14:39:17","slug":"mister-spex-cx","status":"publish","type":"page","link":"https:\/\/userlutions.com\/en\/case-studies\/mister-spex-cx\/","title":{"rendered":"Case Study: Mister Spex"},"content":{"rendered":"
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TV commercials, package inserts, website, brick-and-mortar stores \u2026<\/div>\n\n\n\n

Customer experience optimization: Mister Spex is testing all touchpoints<\/h1>\n\n<\/div>\n<\/div>\n<\/div>
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UX services<\/h2>\n\n<\/div><\/div>\n\n
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UX testing<\/p>\n\n<\/div><\/div>\n<\/div>\n<\/div>\n\n

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User research<\/p>\n\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n

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Packaging tests<\/p>\n\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n

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Mystery shopping<\/p>\n\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n

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Advertising pretests<\/p>\n\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>

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Every digital company must be user-centered down to its very core.<\/p>\n\n<\/div><\/div>\n\n

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Customer<\/p>\n\n\n\n

Mirko CasperCEOMister Spex<\/p>\n\n<\/div>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>

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Would you like to optimize customer satisfaction<\/strong> not just at individual touchpoints, but throughout the entire customer journey<\/strong>?And increase traffic, conversion rates, and repeat purchase rates in the process?<\/p>\n\n\n\n

Mirko Casper, CEO of the online optician Mister Spex, has also recognized that a successful company must tailor the entire customer journey precisely to the needs of its target audience in order to stand out from the competition.In-depth knowledge of the target audience<\/strong> is essential for this, which is why all user touchpoints should be tested.Userlutions continuously supports Mister Spex on this journey.<\/p>\n\n<\/div><\/div>\n\n

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Methodology<\/div>\n\n\n\n

Success with usability testing along the customer journey<\/h2>\n\n<\/div>\n\n
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Mister Spex tests the user-friendliness of all touchpoints.<\/p>\n\n\n\n

To ensure that usability testing was seamlessly integrated into product development, the testing processes were kept fast and agile<\/strong>. Userlutions identified all key touchpoints along the customer journey. In 11 projects to date<\/strong>, user tests have been conducted on the newsletter, promotional brochures, and the online store (both desktop and mobile), among other things. User research was also conducted prior to the store\u2019s opening in Berlin. <\/p>\n\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>

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Advertising pretests<\/div>\n\n\n\n

TV tests for better advertising impact<\/h2>\n\n<\/div>\n\n
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Increase advertising efficiency and achieve campaign goals<\/p>\n\n\n\n

Mister Spex markets its range to a large and diverse audience with an annual TV commercial. To ensure that the advertising message is perceived correctly<\/strong> and that the campaign objectives can be achieved<\/strong>, they test the commercial on their target group before it is placed. <\/p>\n\n<\/div><\/div>\n\n

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In-store testing<\/div>\n\n\n\n

How user research helped the successful opening of the Mister Spex store<\/h2>\n\n<\/div>\n\n
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Making safe decisions about the store’s concept<\/p>\n\n\n\n

In February 2016, Mister Spex ventured into bricks-and-mortar retail. Before opening its store in Berlin, Userlutions conducted user research with the Mister Spex target group to find out what customers want from offline retail<\/strong>. 24 people answered questions about their eyewear purchasing behavior and what is important to them when it comes to an optician’s customer service. This determined the ideal layout of the store and optimization of the customer service. <\/p>\n\n\n\n

Mister Spex received the iF Design Award in 2017 for its innovative store concept.<\/p>\n\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>

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Packaging tests<\/div>\n\n\n\n

Inserts tests help to optimize returns<\/h2>\n\n<\/div>\n\n
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Increase customer satisfaction with a clear return slip<\/p>\n\n\n\n

One of Mister Spex’s offers is that several pairs of glasses are ordered for fitting and the individual lenses are only added afterward. This makes returns a complex process that requires a clear explanation. Userlutions carried out packaging and insert tests<\/strong> to ensure a good customer experience. <\/p>\n\n<\/div><\/div>\n\n

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We run test after test with RapidUsertests and their team of experts: landing pages, checkout pages, product detail pages, promotional materials, TV commercials, and package inserts<\/strong> \u2014and that\u2019s how we won the Shop Usability Award together.<\/p>\n\n<\/div><\/div>\n\n

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Customer<\/p>\n\n\n\n

Hannes Schr\u00f6derHead of ProductMister Spex<\/p>\n\n<\/div>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>

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Our services<\/p>\n\n\n\n

Curious? Here’s how we can help you <\/h2>\n\n\n
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Thanks to this ongoing collaboration, the results of previous tests are incorporated into every project, enabling efficient usability testing<\/strong>. Mister Spex uses the insights gained from optimization projects and RapidUsertests for internal training. This helps provide new employees with a detailed understanding of the target audience, and the company operates in a user-centered manner down to the smallest detail. Here\u2019s how we can support you, too: <\/p>\n\n<\/div>\n<\/div>\n\n

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User research<\/strong><\/strong><\/strong><\/h3>\n\n\n\n

We lay the groundwork for your product decisions. Real user feedback to answer your questions\u2014even before you make a decision. <\/p>\n\n\n

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Learn more<\/a><\/p>\n\n\n\n

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UX testing<\/strong><\/strong><\/strong><\/h3>\n\n\n\n

Don’t rely on gut feelings: Through UX testing, we identify usability issues with your products and opportunities for a better user experience.<\/p>\n\n\n

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Learn more<\/a><\/p>\n\n\n\n

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UX design<\/strong><\/strong><\/strong><\/h3>\n\n\n\n

We develop digital products that delight your users while keeping your business goals in mind.<\/p>\n\n\n

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Learn more<\/a><\/p>\n\n\n\n

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Where do you want to start? Let’s talk\u2014no strings attached. <\/strong><\/p>\n\n<\/div>\n\n

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Birgit B\u00e4rnreuther<\/strong> <\/p>\n\n\n\n

Head of Consulting<\/p>\n\n\n\n

+49 30 \/ 544 870 24<\/strong>(Mon\u2013Fri, 9 a.m.\u20136 p.m.)<\/p>\n\n<\/div>\n<\/div><\/div>\n\n

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Birgit B\u00e4rnreuther<\/strong>, Head of Consulting<\/p>\n\n\n\n

+49 30 \/ 544 870 24<\/strong>(Mon\u2013Fri, 9 a.m.\u20136 p.m.)<\/p>\n\n<\/div><\/div>\n<\/div>\n<\/div><\/div>\n\n

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