IN A NUTSHELL

Kate Spade New York tasked us with bringing their new brand promise to life in the retail experience: “We inspire our girl to lead a more interesting life”.  After crafting a bespoke version of the customer journey (from awareness to advocacy in the form of a loop), we designed a collection of experience moments & service gestures, rethought the role of the sales associate by inventing the ksny Muse, and developed a digital tool for both store managers and Muse’s to deliver against the brand promise. During the process, we did live prototyping in stores with real guests where we received feedback that guided our selection, further develop, and refine the experience concepts. The rethinking of the shopping journey created an experience beyond simply making a purchase and created meaningful interactions to inspire ksny customers.