Shaping Tic Tac Tiles
Consumer Experience
OVERVIEW
Engaging with DIY enthusiasts by nurturing community. Brand recognition in depth & breadth, that is part of the global DIY community.
Shaping the customer experience: discovering a niche community to cater towards in a global scale.
Every brand-to-customer touchpoint is reworked to a consistent online social presence of Tic Tac Tiles: to support and nurture DIY communities to flourish in their passions and creativity.
Date
2018-2020
Role
Marketing Experience Designer, Brand Strategist
Delivery
Online Brand Style & Guide. Messaging, Brand & Strategy, Collateral Design, Digital Design, User Experience Design, Online Presence Management, Influencer Marketing, Social Marketing & Campaigns,
Branded Online Storefronts
Brand Situation
Help create an online presence that caters to the home DIY community being formed globally.
As competition has been fierce in the industry, Tic Tac Tiles needed a solution to stand out in the market to actively engage with its customers while creating brand equity that matches the brand’s voice and personality.
Project Overview
Creating a hub of loyal customers.
A hub of loyal customers have created contents sharing their experiences of Tic Tac Tiles on social media and the contents immensely helped the company boost its sales.
PAST: DISCOVERY & APPROACH
What does the business stand for? Who is buying the products? We needed a reason for community.
Brand Definition
By doing a research on customers’ experiences about Tic Tac Tiles, we examined a distinctive set of steps that most consumers went through before purchasing. And, we were able to define a set of strong core values that appealed to its customers and reassess pain points for future marketing strategies.
Strategy Development
Through several researches centering around its communities as well as user buying process, we were able to map the buyer’s journey and develop strategies based off of the process.
After sorting out pain points from the research, we found a solution to actively engage with its loyal customers, who fully reflected upon Tic Tac Tiles’ brand personality on social media.Through a series of workshops and interviews my team and I were able to bring out how the company representative and stakeholder envisioned.
Understanding the Users
The primary audience of Tic Tac Tiles were mostly 23 to 50 year old women whom showed a high interest for DIY home decor and styling with a robust online presence.
We needed to increase an online presence of the business to actively engage with home DIY communities on social media.
Supporting and nurturing DIY communities to flourish in their passions and creativity.
— Tic Tac Tiles, Positioning Statement
Branding System Core Values
PRESENT: BRAND STYLE
Applying the core values to the consumer touch-points.
A New Brand Experience
A clear corporate logo builds up brand recognition and awareness. We took out what was previously known to customers and added a new style that meets users’ expectations about Tic Tac Tiles.
We focused on the customer experience of understanding a variety of ways of utilizing Tic Tac Tiles products and that is aligned with a statement that Tic Tac Tiles are a clean yet straightforward way of interior styling.
Simplicity & Clean
Create a pure, open, and accessible experience. It is always a challenge to create a user experience that balances both business and customer needs. Tic Tac Tiles’ customers have been sharing their Tic Tac Tiles experiences through social media, our team of experts needed to navigate its paths to a fun and captivating user experience that satisfies both customers and the company itself. Our team, composed of a copywriter, a marketer, a campaign manager, a visual designer and a user experience strategist, worked together to find the best way to optimize the customer experience of Tic Tac Tiles in the most efficient manner.
Measure, Test & Adjust
Through a multiple series of researching which include market research, online reputation management, and its current approach to marketing campaigns, we created a journey starting from the user’s needs to bonding with community enthusiasts. Tools like visual prototypes, user monitoring, social media management systems, storyboarding were essential to the process to map out the customer journey.
OUTCOME
Increased sales by 25% now with an annual revenue of $4M and helped kickstart its own web e-commerce site. Today with more than 35K followers on Instagram, its social presence is one of the best in the industry.
Application
CONCLUSION