| Role | Product Manager, Retention & Growth |
| Prepared | February 2026 |
| Scope | 0→1 Feature, 8-week MVP, ₹12 Cr investment |
| Impact | 50% LTV increase · ₹12,600 Cr 3-year incremental revenue · 116x ROI |
Lenskart built a ₹6,653 Cr business selling glasses. But it loses the customer the moment they receive their order.
The Core Problem: Lenskart is perceived as a "vending machine" — not a health partner. Users download the app for a discount, complete their purchase, and never return. There is no reason to open the app between purchases, no emotional connection, no utility.
The Business Cost:
Strategic Question: How do we give users a reason to return to Lenskart between purchases — and make switching to a competitor painful?
| Block | Problem | Evidence | Business Impact |
|---|---|---|---|
| A: Engagement Cliff | Users abandon after transaction | 70% churn by Day 30; 12–24 month dead zone | Cannot amortise ₹450 CAC |
| B: Metric Failure | App used only for buying | 20–30% non-transactional MAU; 80%+ LTV from one purchase | No emotional connection |
| C: Perception Barrier | Seen as shop, not service | Users call it "transactional retailer"; triggers: breakage and discounts only | Competitive moat unrealised |
| D: Wasted Asset | Rich data unused | Prescriptions, health history, purchase cycles stored but not leveraged | Cannot build defensibility |
Research Methodology: