When we help your company create products, services, and communication tools, we aren't really working for you, but for the people you address. We do it so they can feel positive emotions and have functional and fulfilling experiences, designed specifically for them and their needs.
And that's how you'll make your brand memorable: by creating a positive experience for them. Reaching your business goals will be a natural consequence of this vision.
Designing for people means knowing them deeply, understanding their wants and needs. It means understanding their challenges and anticipating the external factors that influence their choices.
That's why every one of our projects begins with in-depth qualitative research.
When products or services are equal, what sets one brand apart from another? What makes one brand memorable and another forgettable? What defines a "love brand"?
The answer is experience. It's the key differentiator between competing brands. And when that experience is positive, a deep bond forms between your brand and people. They won't forget you, and they'll tell others about you.
This is why we design experiences: to turn ordinary interactions with your brand into extraordinary and surprising ones.
For an experience to be memorable, it must evoke positive emotions.
“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” — Maya Angelou
This is why we thoroughly study the emotions people feel in every interaction with the brand, and we design experiences to enhance them and align them with the brand's values.
The unforgettable experience for those who interact with your company: this is the goal of our work.
Our design process begins with an in-depth analysis of your brand and the people who interact with it. From here, we uncover the guidelines that will lead us, together, to improve your offering and communication.
We handle not only the ideation but also the implementation of everything you need to communicate your brand, across all touchpoints.
Clarity of message, values, intent, and tone of voice are essential for communicating effectively with your customers. Through targeted workshops, we uncover the elements that make your brand recognizable for its uniqueness. This work results in a guide with the principles for communicating with your audience in the best possible way.
A brand isn't just a logo or a visual identity. Above all, it's a perception: it's the impression you leave on people—"what they say about you when you're not in the room," as Jeff Bezos would say.
How is this perception formed? Of course, through the logo, the visual and verbal identity, and communication materials. But only if they speak to your brand's core identity and resonate with people's emotions. The impression you leave is the sum of what you do, what you say, and what you convey—with consistency and coherence.
What is your brand's unique quality? What is its personality and what are its guiding values? What is its long-term vision? Who is its target audience? We begin working on your brand with the Brand Essence workshop, where the answers to these and other foundational questions will emerge. In fact, this is precisely where we lay the foundations for designing the experience for everyone who interacts with your brand.
When is a strong, trusting relationship created? When the people who interact with your brand share your same values—expressed not only through content but above all through your company's actions and choices as it evolves.
Internal team interviews
Collection of company materials and data
Competitor analysis
Brand Essence Workshop
Production of the analysis document
At the end of this first phase of the project, you get a strategic dossier containing the essence of your brand, as it emerged from the initial analysis and the workshop.
You also gain the intangible—but no less important—benefit of testing the effectiveness of a work approach that involves the entire team, designed to achieve concrete results in a short time through the principles of co-design and design thinking.
Want to continue the analysis and learn more about your current and potential customers? Then we can move on to the Customer Experience.
We identify the people who interact with your company, their needs, and the emotions they experience throughout the entire journey with your product or service. We talk to them, observe them, and create opportunities for dialogue.
Then, we design every touchpoint to generate unexpected positive emotions. It's precisely these emotions that make an experience unforgettable.
We form a first opinion of a brand from the very first interaction, whether it's a Google search result or the sign on a van we pass on the street. It's not enough to invest attention and budget only on the website, company profile, or showroom while neglecting all the other equally important moments of potential interaction. Every little detail must be carefully designed.
For a contact to become a relationship, we must identify and understand the entire experience of those who interact with your brand, and understand the emotions they feel, moment by moment.
The Customer Experience phase begins with a workshop with your internal team to map the current Customer Journey—the path people take when interacting with your brand. This runs from searching for a solution to their need, through the decision-making phase (including the messy middle), all the way to becoming a customer. But the journey doesn't end there; the mapping also includes the post-purchase and usage stages. So the journey can begin again.
For every touchpoint, and for every stage of the journey, we add a layer of insight into the emotions people are experiencing. Only then can we design an experience that exceeds their expectations and builds trust and memorability.
Alongside the workshop, we conduct qualitative interviews with customers and prospects. This allows us to merge and compare the theoretical model with their real journey and emotions. Now we have a very precise vision of the current Customer Experience, which is the foundation for the next step: designing a new Customer Experience.
The new design combines the Brand Essence with the Customer Journey, paying attention to both major experiences and micro-interactions. It's a path carefully designed at every moment to evoke positive emotions—the very ones that will make the experience unforgettable.
At the end of this project phase, you get a complete and precise map of the customer's experience and emotions. The dossier also includes the qualitative research report and a wealth of insights useful for all aspects of your business.
But above all, it contains the design for the new customer journey and the tools needed to provide an unforgettable Brand Experience.
Now, if you wish, we can also handle the validation and design of your products and services and your communication tools.
From design to delivery.
Throughout the process, opportunities always arise to explore new products and services, or to improve existing ones. We use established Design Thinking methodologies—like Service Design and Design Sprints—to validate these ideas and test their effectiveness with real customers.
From here, we create everything needed to communicate your Brand Essence and make the brand experience unforgettable.
From design to implementation. Brand Experience is made up of many moments, both small and large, that we design with the company's values and the needs of people as our compass.
We have identified the Brand Essence and mapped the Customer Experience, which is the journey and emotions of those who interact with your brand. Now, together, we evaluate the effectiveness of the products and services you offer in relation to people's needs, to improve them or design new ones.
Then, we design and implement all the experience's touchpoints so that they are consistent with each other and aligned with the Brand Experience we want to achieve: identity, website, app, printed material, trade show booths, and the in-store experience.
We test the effectiveness of what we design—before we build it—with real customers. When is it effective? When the emotions that emerge from the interactions are positive and consistent with the company's positioning. At this point, we create everything needed to communicate your Brand Essence.
We don't do everything on our own. We collaborate with professionals, experts, and partner companies we enjoy working with and who allow us to maintain a high standard of service and results.
Because for us, the experience of those who purchase our services is also important. With all due respect to the shoemakers.
All the materials, whether physical or digital, that you need to communicate in a memorable way.
The working and communication tools designed after our work on the Brand Essence and Customer Journey have a value that goes beyond the simple transmission of information: they will be pieces of a mosaic that creates useful and effective experiences, transforming people into loyal customers, ambassadors of your business, and the reputation of your brand.
Now that you have completed the Brand Experience journey, you also have all the guidelines to keep your communication on the right track for years to come.