CX/UX//UI/BRAND DESIGN
SMC Email Retention Solutions
The project required a design solution that utilised both customer experience (CX) and user experience (UX) principles. This approach provided a robust framework and adaptable templates for a self-serve solution within Salesforce Marketing Cloud (SMC).
The resulting work enabled Vicinity Centres’ flagship center - Chadstone to easily plug-and-play design elements and modules from a Digital Asset Management solution (DAM) into their email marketing campaigns as needed, improving both the efficiency and effectiveness of their email retention strategies.
Challenge
The challenge was to develop a framework that would allow marketers to deliver “business as usual” (BAU) activities at speed and on brand while developing a new framework for the future. The objective was to enable marketers to communicate effectively with customers via email, providing them with a seamless and easy-to-use experience that would keep them engaged with the brand.
Solution
As the product designer, I developed a self-serve framework, with responsive templates for SMC that encapsulated a design philosophy to allow an infinite number of options across the design and layout for future marketing communications via customer journey campaigns, preference center, and self-serve marketing cloud templates. The framework provided a robust solution that was inline with the new campaign launch “Tailor Made.”
Features
The framework provided a responsive self-serve template which included the following features:
• Intuitive and informative design
• Seamless and easy-to-use user interface
• Flexibility to expand across multiple devices quickly and easily
• Pixel-perfect execution
• Structured design philosophy for future marketing communications
Options for the design and layout of customer journey campaigns, preference centre, and self-serve marketing cloud templates.
Results
The self-serve responsive templates provided an efficient and effective solution for marketers to deliver “business as usual” activities at speed and on brand. The design philosophy enabled an infinite number of options across the design and layout of future marketing communications, providing a robust solution that was inline with the new campaign launch “Tailor Made.”
The framework allowed for seamless and easy-to-use email communication that kept customers engaged with the brand.
Conclusion
In conclusion, the development of a robust framework and self-serve responsive templates for SMC provided an effective solution for marketers to deliver email communications that kept customers engaged with the brand, resulting in increased revenue and customer retention.
