incredible

At Incredible Studio, we believe that experience is the only true market differentiator. This conviction is the foundation of our business and the guiding principle behind every project we undertake. That's why, when we founded the studio, our first challenge wasn't to design a logo, but to engineer a unique, consistent, and memorable client experience from the ground up.

We wanted to avoid the "shoemaker's children" syndrome by building a system that would leave our clients not just satisfied with the result, but thrilled with the journey we took together.

The challenge

Our challenge was to translate a philosophy into a structured process. We had to tangibly define what a "memorable experience" meant in the context of a design and communication project. The goal was to create an operating model that put the client at the center, anticipating their needs, concerns, and emotions at every stage of the collaboration.

Our approach

We applied the exact same process to ourselves that we offer our clients, structuring it in three strategic phases.

Phase 1
Validation and Research
We began with a market validation process, engaging with a panel of professionals from various companies. These qualitative interviews allowed us to test our vision and, most importantly, to map the needs, frustrations, and latent expectations of our potential clients. From this analysis, we precisely defined our buyer personas and their emotional landscape before, during, and after a project.

Phase 2
Customer Journey Mapping
We mapped every single touchpoint a client has with our studio, from their first online search to the project's conclusion and beyond. For each interaction, we associated the emotions that emerged during the interviews, identifying the most delicate moments in the journey (like waiting for feedback or receiving a proposal). This enabled us to pinpoint where we could intervene to turn points of friction into valuable opportunities.

Phase 3
Experience Design
With a clear map of emotional and operational needs, we designed concrete solutions. One example of our method is the weekly update. Knowing that uncertainty about project progress is a major source of client anxiety, we automated a report email that is sent every Friday. But we didn't stop at the functional aspect. In that same email, we ask the client to express their emotional state regarding the project with a single click. This data is displayed on their dedicated dashboard which, at the end of the journey, becomes a visual history of the milestones achieved and the emotions experienced together.

The result: our promise

This process allowed us to build a client experience that is our first and most important product. We firmly believe that emotions are what transform an excellent service into an indelible memory, and we apply this principle to every interaction.

We have designed dozens of other details that make collaborating with us unique. But we can't reveal everything here. The rest is an experience we reserve for our clients.