The challenge
Building on the earlier efforts to ensure the brand was consistently reflected across all channels, it was time to take things a step further. We set the goal improve the customer experience.
The process
To improve the customer experience, we explored opportunities to create moments of delight across multiple touch points in the order journey. To achieve this, I redesigned the order confirmation email to feel more personal, applied the brand identity to the delivery boxes, and extended the branding to the packaging of Vos Koffie’s own cleaning products line, which had launched the previous year. In addition, I created branded tape and cards that could be included with orders — either to add a personal touch or to thoughtfully recover from service issues.
For all newly designed packaging materials, we made conscious, environmentally friendly choices: switching to paper-based tape instead of plastic, using unbleached kraft boxes in place of the previously used bleached ones, and creating cards from PaperWise paper, made from agricultural bio-waste.
My role
- Designed packaging materials aligned with the brand identity and sustainability goals
- Designed and produced content for Meta ad campaigns
- Created copy and visual content for the website and social media
- Additional: Implemented operational process improvements
What customers said
“Het kaartje bij de bestelling geeft een heel persoonlijke touch aan de wereld van het online winkelen.”
– Jens
Skills I applied for this project
