Building nimblii’s Brand and Customer Journey in a Competitive Market
Challenge
nimblii, a new entrant in the competitive pet product industry, required a compelling brand identity and visual direction to differentiate itself in a saturated market. The brand needed to resonate across a bilingual, multi-channel marketing strategy and an e-commerce platform. Standing out was crucial, but so was building trust—an essential factor for new e-commerce businesses in markets like Germany, where consumers expect reliability and responsive customer service. nimblii faced the challenge of designing a unique customer journey that would attract attention and foster loyalty from the start.
Solution
To carve out a distinct space in the market, I honed in on a niche: design-focused products for small dog owners who seek to integrate their pets seamlessly into their lifestyles. Rather than following the typical "cute and playful" small dog brand aesthetic, I crafted a modern, sophisticated visual identity. This identity captured the beauty of life’s simple moments with pets, steering away from the usual focus on "big moments" or spectacle.
The brand experience was woven through every touchpoint of the customer journey from advertising to social media to the e-commerce website to customer service.
To address the critical need for trust and personalization, I developed and branded a unique customer care system, 'Human Customer Support.' This system guaranteed that customer inquiries would be handled by real company representatives rather than automated bots, reinforcing reliability and building customer loyalty.
ROLES
• Experience Design
• UX/UI Design
• Creative Direction
• Art Direction
CLIENT
nimblii is a lifestyle e-commerce for small dogs in the EU. www.nimblii.dog www.nimblii.de
