8.95 /10
CX Score Achievement
Up from 3.89 prior to integration
2.3x
Purchase Frequency Intent
Expected shopping frequency doubled
50%
Net-New Digital Shoppers
Of users had never shopped online before
CLIENT OVERVIEW
LC Waikiki is a global fashion retail powerhouse, committed to the philosophy that “everyone deserves to dress well.” To actualize this vision in the digital age, they partnered with WeASSIST to bridge a critical gap in the e-commerce landscape: providing true visual independence for blind and visually impaired shoppers. This ongoing, multi-year collaboration demonstrates how specialized assisted commerce acts as a catalyst for brand equity and net-new revenue.
The Challenge: Friction in Fashion Discovery
Fashion e-commerce is inherently visual. For blind and visually impaired consumers, digital shopping presents profound barriers. The inability to independently verify colors, examine patterns, or evaluate how a garment aligns with personal style creates severe friction in the customer journey.
- ✓ Loss of Autonomy: Shoppers are forced to share product links with sighted friends or family to confirm details, turning a personal shopping experience into a dependent task.
- ✓ Missed Opportunities: Flash sales, discount codes, and seasonal campaigns are often inaccessible or expire before users can secure sighted assistance.
- ✓ Cart Abandonment: Without the confidence to make informed styling choices, purchase intent rarely converts into transactions.
The Solution: Real-Time Assisted Commerce
WeASSIST operates as a premium service layer integrated into the shopping journey. It connects blind and visually impaired users directly to highly trained professional assistants via a smartphone camera.
1
Seamless Access
Through the WeWALK mobile app, LC Waikiki established an exclusive “Accessible Fashion” category. Users connect to live visual assistants entirely free of charge.
2
Professional Curation
Assistants do more than read labels; they provide detailed visual descriptions of patterns, fabric textures, and model fits, acting as real-time personal stylists.
3
Frictionless Checkout
Assistants navigate the LC Waikiki website alongside the user, ensuring discount codes are applied and the checkout process is completed with total confidence.
Measurable Commercial & Experiential Impact
The introduction of WeASSIST transformed the digital storefront. During the pilot phase—featuring a diverse demographic (avg. age 32, 50/50 gender split)—the data revealed massive shifts in brand interaction.
The Customer Voice
Autonomy, discovery, and equality. Hear directly from the users who experienced the shift from isolated browsing to fully supported digital commerce.
The Strategic Imperative for Global Fashion Retailers
Why leading brands must evolve from basic compliance to assisted commerce?
1. Expand Total Addressable Market
During the LC Waikiki test, 50% of participants had never shopped online for apparel. By removing systemic friction, brands immediately activate a highly loyal, underserved demographic.
2. Drive Basket Size & Discovery
Visual impairment often limits shoppers to familiar, repeat purchases. Assisted commerce facilitates safe product discovery, directly correlating to increased product variety purchased (rated 7.26/10 by users).
3. Elevate Brand Equity
Modern consumers demand authentic inclusion. Transitioning from performative CSR to functional, daily operational excellence builds enduring brand trust and generates positive, organic market positioning.
To learn more, click here to read the full report.
