Memorable Examples of AR in Customer Experience [+Tips for Implementing the Technology]

Augmented reality (AR) is no longer a futuristic novelty – it‘s a powerful tool that forward-thinking brands are using to transform customer experiences. By overlaying digital information onto the real world, AR enables customers to interact with products and services in entirely new ways, from trying on virtual clothes to learning repair skills hands-free.

The potential impact is massive. AR is projected to reach a global market value of $198 billion by 2025, with over 3.5 billion AR-enabled devices in use. For businesses, AR presents a tremendous opportunity to differentiate, drive sales, and build loyalty with immersive, personalized experiences.

But what does great AR look like in practice? Let‘s dive into 10 memorable examples from across industries and around the world. Whether you‘re a retailer, manufacturer, or service provider, these use cases will inspire you to think big with AR.

1. IKEA Place: Preview Furniture at Home

Buying furniture can be daunting. Will that couch fit in your space? Will the color match your walls? Swedish furniture giant IKEA solves this dilemma with IKEA Place, an AR app that lets shoppers virtually "place" true-to-scale 3D models of products in their homes.

Using ARKit technology, the app detects the floor and walls in your room and renders realistic 3D furniture that you can move and rotate to find the perfect spot. You can even walk around the virtual objects to see how they look from different angles.

The results have been impressive. IKEA Place has over 2 million downloads and a 4.7 star rating on the App Store. According to IKEA‘s digital transformation lead Michael Valdsgaard, "AR could be the thing that helps people bridge the gap between their digital shopping experience and going to the store."

2. L‘Oreal: Virtual Makeup Try-On

Cosmetics giant L‘Oreal is using AR to solve a common pain point for beauty shoppers: finding the right shade without trying the product in-store. Its ModiFace AR platform, acquired in 2018, powers virtual try-on experiences across L‘Oreal‘s portfolio of brands.

Shoppers can use the AR tools on each brand‘s mobile app or website to digitally sample different makeup products and shades in real-time. The technology maps the user‘s facial features and skin tone to realistically simulate how products will look on their unique face.

ModiFace is driving real results. Conversion rates triple when shoppers use the virtual try-on tool, and the technology has been deployed on over 1,000 web and mobile apps.

3. Warby Parker: Find Your Perfect Frames

Finding the right glasses is a challenge. Frames look different on every face, and most people want to try on multiple pairs before committing. Online eyewear retailer Warby Parker makes this process fun and interactive with its Virtual Try-On feature.

Using face mapping technology, the tool recommends frames that will flatter your face shape, then lets you see a 3D preview of how different styles look on you in real-time. You can even adjust the color and opacity to mirror how lenses would tint your view.

Virtual Try-On has been a game-changer for Warby Parker‘s online sales. Shoppers who use the tool are 3x more likely to make a purchase, and the brand has doubled its revenue since launching the feature.

4. Toyota: Discover Your Car‘s Features

Most car owners only use a fraction of their vehicle‘s capabilities, in part because owner‘s manuals are notoriously dense and hard to navigate. Toyota solves this with its AR Owner‘s Manual app, which gives drivers an interactive way to learn about their car‘s features.

Simply scan different areas of your Toyota with your smartphone camera, and the app displays AR hotspots that you can tap to access how-to videos, 3D overlays, and written explanations. Want to know what that button on your dash does? Just point your phone and find out.

The AR app has been a hit with Toyota owners. 90% of users say it helps them better understand their vehicle‘s features, and the app has an average user rating of 4.8 stars. By empowering customers with easy-to-use information, Toyota is boosting satisfaction and loyalty.

5. Sephora: Assisted Shopping with AR + AI

Sephora is known for its hands-on, high-touch in-store experience, but translating that personal service to digital can be a challenge. The beauty brand‘s Virtual Artist tool combines AR and AI to help shoppers find the right products online.

First, the AI analyzes your facial features to detect your skin type, tone, and areas of concern. Then the AR lets you virtually try on recommended products to see how they look on your unique face and skin. You can even get personalized tutorials based on your beauty goals.

The technology is paying off. Customers who use Virtual Artist spend 2x more than those who don‘t, and the tool has inspired over 200 million shade try-ons. By merging the best of AI and AR, Sephora is delivering a truly personalized digital shopping experience.

6. Gucci: Fashion Meets AR Fun

Luxury fashion house Gucci is using AR to create playful, interactive experiences that appeal to digitally-native younger shoppers. Its Gucci App features AR try-on for sneakers and the brand‘s decor collection, letting users see how the opulent designs would look in their own closets and homes.

But Gucci goes beyond practical product visualization with its "Gucci Arcade" section, which includes immersive AR mini-games inspired by its collections and campaigns. Players can explore fantastical branded worlds, from a tropical island to an 80s-style nightclub, and unlock exclusive rewards.

The whimsical AR activations are perfectly tailored to Gucci‘s brand identity and target audience. By inviting customers to step inside the Gucci universe, the brand is driving engagement and desire in an attention-short digital age.

7. AccuVein: Visualizing Veins for Easier IV Placement

While most AR use cases focus on sales and marketing, the technology also has powerful applications in healthcare. One example is AccuVein, a handheld scanner that uses AR to help nurses and doctors easily find patients‘ veins for IV placement.

The device projects a map of the veins onto the patient‘s skin, taking the guesswork out of needle insertion. This can be especially valuable for patients with hard-to-find veins, like children and the elderly.

AccuVein is used in over 5,000 hospitals worldwide, and has been shown to reduce escalations by 45% when finding difficult veins. By making a common medical procedure faster and less painful, the AR tool is improving both patient outcomes and satisfaction.

8. JigSpace: Interactive 3D Learning

Imagine if you could explore the inner workings of a jet engine, the intricacies of a DNA molecule, or the architectural wonders of Rome – all from your coffee table. That‘s the promise of JigSpace, an AR app that lets you interact with highly detailed 3D models and simulations.

The app contains a vast library of interactive "Jigs" spanning science, history, technology and more. Using ARKit, you can place the 3D models in your real-world environment and expand, rotate, and cutaway to explore every angle and detail.

JigSpace is transforming how we learn and share knowledge. The app has been downloaded over 1 million times and used in classrooms around the world. By making complex subjects more accessible and engaging, AR has the power to democratize education.

9. Streem: Remote Collaboration with AR Video

Home services marketplace Streem is using AR to help contractors and technicians collaborate remotely with customers. Its patented AR video platform lets service providers see what the customer sees through their smartphone camera, with real-time AR annotations.

For example, if a customer needs help installing a new appliance, they can use Streem to show the technician the problem area. The technician can then guide the customer step-by-step using AR arrows, text, and drawings that appear on the customer‘s screen.

Streem‘s AR technology has been a boon for customer support in the COVID-19 era. Calls using the platform are 50% shorter than traditional phone support, and first-call resolution rates are 70% higher. By enabling faster, more efficient remote service, AR is raising the bar for customer care.

10. PTC: Empowering Field Technicians

Industrial software company PTC is putting AR to work on the factory floor with its Vuforia Chalk AR remote assistance tool. Using a mobile device or wearable, field technicians can collaborate in real time with remote experts to diagnose and fix complex machinery.

The remote expert can see what the technician sees and provide AR guidance by drawing digital annotations that accurately stick to 3D physical objects. The technician can also access contextual work instructions and IoT data visualizations to help them complete tasks faster and more accurately.

Companies using Vuforia Chalk have seen 74% reductions in resolution time and $50 million in savings. As industrial equipment gets more complex, AR will be key to keeping frontline workers safe, productive, and empowered.

AR Implementation Tips: How to Get Started

Inspired to bring the power of AR to your own business? Here are some key steps and considerations to get you started:

1. Define your use case: Identify a specific customer pain point or experience that AR could enhance. Focus on areas where visualization, interactivity, and context can drive better outcomes.

2. Choose your AR approach: Will you build a mobile app, a web-based experience, or a wearable solution? Each has pros and cons in terms of cost, reach, and functionality.

3. Select an AR platform: Evaluate AR development platforms and SDKs based on your use case, target devices, and resource constraints. Leading options include ARKit, ARCore, Vuforia, and Spark AR.

4. Design for the user: Put yourself in the customer‘s shoes and design an AR experience that is intuitive, engaging, and adds real value. Conduct user testing early and often to validate your assumptions.

5. Optimize content creation: High-quality 3D models and animations are essential for AR. Invest in tools and talent to create compelling, lightweight assets that load quickly and look great on a range of devices.

6. Plan for discovery: Make sure customers can easily find and access your AR experience. Promote it across touchpoints, from your website and app to product packaging and in-store displays.

7. Measure and iterate: Establish clear success metrics for your AR initiative, like engagement rate, conversion, or satisfaction. Use analytics and user feedback to continuously improve the experience over time.

The most important thing is to start small and learn as you go. AR is still an emerging field, and best practices are evolving rapidly. By staying agile and experimenting often, you can unlock the potential of this transformative technology.

The Future of AR in CX

The examples we‘ve explored are just the beginning of AR‘s impact on customer experience. As the technology advances, we can expect to see even more immersive, intelligent, and integrated applications emerge.

Some key trends to watch include:

• WebAR: Browser-based AR experiences that work across devices without an app, making AR more accessible and reducing friction.

• Wearables: Lightweight AR glasses and headsets that enable hands-free, contextual experiences in any environment.

• AI integration: Combining AR with computer vision, natural language processing, and machine learning to create more personalized, adaptive experiences.

• Spatial commerce: Virtual showrooms and AR-enabled stores that let customers browse and buy in immersive 3D spaces.

• AR as a platform: The rise of AR cloud platforms that enable persistent, shared experiences across the digital and physical worlds.

As these trends converge, AR has the potential to fundamentally reshape how we interact with products, services, and each other. Brands that embrace this shift and put AR at the center of their customer experience strategies will be well-positioned to lead in the next era of digital transformation.

The time to start exploring AR is now. The technology is already driving real results for businesses across industries, and customer expectations are rising fast. By starting small, iterating often, and staying focused on creating value, any brand can harness the power of AR to delight customers and drive growth.

As Apple CEO Tim Cook put it, "Simply put, we believe augmented reality is going to change the way we use technology forever." Will you be part of this revolution?