Selects | Issue 1

A SELECTION OF RECENT CASE STUDIES

HELLO

We’ve prepared a selection of projects from the last year for you. From the incredible challenge of the Fonterra Roadie Experience, to tackling a large scale rebrand for Counties Power. Designing a luxury lodge brand and guest experience to driving deeper connection for the QSR team at Anchor Food Professionals with their Yum! customer using a new engagement platform we named Yum*Live!

As with most it’s also been a challenging year with the D&Co team working through lockdowns, managing home schooling, and trying to remember to exercise and go easy on the comfort food! But we’ve had another great year smashing targets, strengthening the team and extending our offering.

Late in 2021 we welcomed Naomi Gibbs to the team who has set up our Transformation service and we’re delighted to have TSB, WEL Networks and Fonterra as initial clients in this space.

We codified our Experience Innovation System into our Velocity programme where we coach our clients, leveraging the tools that we use when developing customer experience and new product and service innovations for our clients.

It’s also been important to us to give back and throughout the year we’ve supported a number of businesses and initiatives. For example we donated $10k to HelpforHospo, have given a number of free talks, donated time to businesses in need and will continue to do so.

BEST, RUSS AND THE TEAM

AT D&CO

EXPERIENCE INNOVATION BRAND + +

D&CO HELP FAR-SIGHTED ORGANISATIONS BECOME VISIONARY.

We create brand, customer, and employee experiences that make life better for millions of people, every day.

The world as we know it has changed beyond recognition. And with it, traditional ways of thinking have quickly become fossilised. The new landscape is one of tangible experiences. A place where people emotionally respond to brands in ways that are invisible, relevant, and magical.

As you know D&Co is an experience design consultancy that leverages the power of brand, customer experience, innovation, human-centred design, and technology to create a more connected experience between brands, and the human beings who interact with them.

EXPERIENCE INNOVATION

From small start-ups and equity partners to significant global brands, we’re a new breed of creative company, bringing together a network of extraordinary specialists –sharp thinkers with genuine insights to offer – to form a unique team for your project.

CREATING CONNECTED EXPERIENCES THAT ENHANCE THE LIVES OF REAL PEOPLE. BRAND EXPERIENCE

D&Co creates brands relevant to the experience age. We’re a blend of experienced individuals who combine logic, magic and relentless passion to build new brands, reposition existing ones, and ultimately deliver growth through an enduring business advantage.

+ Brand strategy

+ Positioning

+ Architecture

+ Naming

+ Identity & Expression

+ Visual & Interaction design

+ Pop-up & Spatial design

+ Content strategy & development

Whether it’s aimed at customers, shareholders or employees, your brand is the experience. Truly meaningful experiences don’t come easy, mind you. Yet with vision, insight, and experience we’ll help you create something special using our own proprietary ‘Experience Innovation System’.

+ Customer insight (Ethnography, Walk a Mile, Interviewing, Quant)

+ Customer Experience (CX) strategy & execution

+ Digital Experience (DX) strategy & execution

+ Employee Experience (EX) strategy & execution

+ Service Design

+ Rapid design sprints & prototyping

+ Customer testing and idea validation

+ Experience viability modelling

+ Touchpoint optimisation

+ Pop-up & Spatial design

The best innovations are driven by simple, human insights – sometimes by solving problems people didn’t even know they had. Using proven proprietary methods and fun, engaging processes, we’ll make sure your innovation outputs have the best possible chance of survival in a ‘why would we even bother’ customer world.

+ Customer insight (Ethnography, Walk a Mile, Interviewing, Quant)

+ Growth strategy

+ Customer opportunity modelling

+ Concept development

+ MVP development

+ Prototyping, Testing, Iterating and Piloting

+ Go to market strategy

+ Trend reports (supported by our NYC ‘futures’ agency)

A ROUND UP OF CASE STUDIES FROM THE LAST YEAR HAND PICKED JUST FOR YOU

FONTERRA

Good Together Tanker Roadie.

COUNTIES ENERGY

Reimagining the future of energy.

MODELLING MATTERS

Using brand to reimagine Modelling Matters for growth.

PAINA LODGE

Designing a very special luxury escape in the heart of the beautiful Coromandel.

SOUTHERN CROSS HEALTH INSURANCE

Developing the ‘Moments that Matter’ CX Toolkit.

ANCHOR FP – YUM LIVE!

Driving deeper customer engagement in a world of restricted travel.

FONTERR A

Our Choice. A capital structure for a better future, together.

08

16

22

30

38

44

50

GOOD TOGETHER TANKER ROADIE

BACKGROUND

Fonterra has exhibited at Fieldays, the Southern Hemisphere’s largest agriculture show, for many years now. But like lots of events, Fieldays 2020 ended up being cancelled due to COVID-19. But that didn’t stop Fonterra planning big for the next one; with an experience that brought together the Co-op’s farmers, fans, teams, and communities.

THE CHALLENGE

We wanted to create an experience that brought to life Fonterra’s new philosophy of Good Together in a way that would really turn wheels. So our first big challenge was to develop a highly interactive experience that could debut at Fieldays, but then travel on around the country.

Checkout the full case study and VR experience at dandco.nz

OUR SOLUTION

The D&Co team had previously worked on Fonterra’s internal philosophy to align strategy, purpose and values under the philosophy of ‘Good Together’. This had already proven to be popular and effective internally, so we wanted to use it as an external driver to share the good work Fonterra does.

By demonstrating the strength of the Co-op’s people, and showing what doing good together could actually result in, we were able to highlight lots of great stories. Such as the farmers who turned their gin distillery into a hand sanitiser plant during our first lock-down. Or the tanker drivers who transported water into drought torn Northland. And the many other human stories of just… being good people doing great things together.

DELIVERABLES

+ Brand strategy

+ Brand story

+ Experience design

+ Spacial design

+ Brand design

+ Game design

+ Way finding

+ LED screen design

+ Truck and container decal design

+ Interior design and fit out

+ Game fabrication

+ Video booth design and development

+ Content strategy and planning

+ Event build

+ VR event capture

FROM FIELDAYS TO THE NATION

The initial launch event at Fieldays was even more successful than the team expected. In fact, literally hundreds of visitors came to experience it, with queues leading to stanchions and crowd control! Many visitors commented on the amazing stories of good, and the work employees and farmers are doing in their communities.

The Fonterra Good Together Tanker Roadie is now on the moooove up and down the country engaging with communities and capturing new stories to share at the end of our year-long roadie.

Proof, if ever it were needed, that when it comes to getting brand experiences out there, D&Co will nudge it up a gear, every time.

BRINGING OUR VISION TO LIFE

To offer a genuinely new experience, we knew we needed to think big - quite literally. Between the Fonterra and D&Co teams, we then explored how we could bring the Good Together experience to life. We landed on the idea of the Fonterra Good Together Tanker Roadie – and the rest is already making history!

By bringing in specialist teams to convert the tanker, we created a unique experience that would not only be a big hit at Fieldays – but also beyond – traveling up and down Aotearoa visiting Farmsource stores, local events, schools and more.

Checkout the full case study and VR experience at dandco.nz

Checkout the full case study and VR experience at dandco.nz

DRIVING IMAGINATION

We converted part of the tanker into a video booth ‘farmhouse’ to capture employee and farmer stories. Then we added a tanker driving simulator that has been incredibly popular not just for young fans – but with existing tanker drivers and lots of grownups too! Accompanying the container is a ‘Milk Mayhem’ game to entertain the kids, and multiple stories celebrating all the good things that Co-op employees and farmers have done over the last few years.

BACKGROUND

Counties Power had been experiencing rapid organic growth as well as seeing an acceleration of unregulated ventures. The business recognised the need to review and refresh its brand platform to make it future-ready for all the challenges and opportunities it will encounter over the next few years.

REIMAGINING THE FUTURE OF ENERGY

THE CHALLENGE

How do you enable an established, traditional networks company to reposition itself to become re-energised and future fit for a changing energy market?

That was the challenge the Counties Power team set for D&Co.

DELIVERABLES

+ Brand strategy

+ Naming

+ Brand story

+ Identity development

+ Brand activations

+ Car livery

+ Brand video

+ Brand photography

+ Website architecture, design and development

+ Spacial design

OUR SOLUTION

D&Co partnered with Counties Power on a full-scale rebrand to reflect the changing nature of the business. Working closely with the executive we quickly determined the Counties Power name needed to evolve to align to the brave new energy future the business is embracing, from its ground-breaking Vehicle-to-Grid technology pilot, OpenLoop - an innovative EV charging platform, and the Secondlife EV batter system. This name change decision was not made lightly, but in exploring multiple naming options Counties Energy met our collective criteria.

Counties Energy repositions the business to reflect the needs of todays customers - and for the next generation to come. It’s a brand born from Counties Power. Built from a powerful history and now ready to embrace the future of energy that lies ahead. The new brand provides a platform for growth and a way to help shape a smarter energy future. It provides a fresh new perspective, a differentiated strategy, a powerful brand story and an exciting new visual identity system.

The new brand purpose ‘to reimagine the future of energy’ set our direction as we explored how the brand story and visual identity system could signal this exciting new chapter for the business.

The adaptive visual identity system is primed to work across multiple platforms, content formats and activations. The choice of imagery, iconography, typography and illustration reflects the progressive nature of the business. Whether it be the powerfully emotive brand video, website, social or internal comms, each element of the brand is designed to shift perceptions as the business embraces change.

Checkout the full case study and brand film at dandco.nz

The new Counties Energy brand was revealed to an overwhelmingly positive response, with employees rallying around the new brand and reinvigorated by the new name, design and direction.

“ We’d worked with D&Co before so when it was time to refresh our brand we knew we’d be in good hands and we haven’t been let down. Russ and the team guided us through the process, inspiring us to push further as we explored what a new Counties Power could become. And from these discussions Counties Energy was born. A progressive, innovative and powerful new brand that has captured our imagination and now paves the way as we focus on creating a smarter energy future that will change lives for the better. It’s an incredibly exciting time and we’re delighted with the smarts, creativity and innovative spirit D&Co have brought. Their business model brings together the very best strategic and creative minds in the country, tailored for the specific challenges they face. From the guiding leadership and brand strategy from Russ to the incredible mind of Scotty on the brand voice, Craig with his emotive video storytelling and Paul bringing the brand to life - we’ve been blown away.”

MOONIS VEGDANI GROUP GM TECHNOLOGY & DIGITAL

USING BRAND TO REIMAGINE MODELLING MATTERS FOR GROWTH

BACKGROUND

When Modelling Matters decided to diversify and expand their traditional oil & gas geo-modelling business to include water and mining resource modelling services, they knew they needed a new brand strategy, brand story and visual identity to support this exciting new venture. That’s when they reached out to D&Co.

THE CHALLENGE

Modelling Matters had traditionally serviced the oil and gas sector and had an identity aligned to these sectors. The business needed a fresh and differentiated strategy and visual identity system as it diversified into water and mining sectors with new associates joining the business and an exciting future ahead.

Checkout the full case study at dandco.nz

OUR SOLUTION

Working alongside the leadership team at Modelling Matters we provided foundational business strategy tools and guided the team through our proprietary brand strategy model. This led to defining the competitive strengths, a fresh new purpose and ambition, key values, and a brand essence that gives everyone at Modelling Matters a clear sense of where they’re going, why they’re doing it and what they stand for.

From this exciting brand strategy, a powerful and emotive brand story was realised which crystallises what they’re is all about and signals a fresh and progressive Modelling Matters as they model better futures today by transforming data into smarter decisions.

To support this new vision for the business, we developed a visually stunning and unique identity system to clearly differentiates Modelling Matters in the marketplace.

DELIVERABLES

+ Business strategy support

+ Brand strategy

+ Brand story

+ Identity development

+ Brand activations and rollout

+ Website architecture, design and development

Gas & Oil

Geothermal & Water

Mineral Mining

WE HELPED POSITION THE NEW BUSINESS FOR GROWTH

The Modelling Matters team are a nimble collective of some of the smartest, most switched-on geologists in Australia, offering decades of combined on-theground knowledge and expertise.

They inspire decision makers to take informed action by providing insights driven smarts. Ultimately unlocking their clients potential through deep insights and expert know-how using a unique methodology and operating model.

The refreshed Modelling Matters is a new breed of geo-modelling consultancy; leaner, smarter, and more proactive. They bring together a network of extraordinary specialists across multiple industries large and small - to unlock their clients future potential, today.

“ Russ and the D&Co team were incredible to work with, giving us access to foundational business strategy tools and guiding us through their proprietary brand strategy model and wowing us with an incredible visual identity. We’re super excited about the future and couldn’t be happier with the work D&Co have achieved for us.”

ELLIOTT DOUGLAS DIRECTOR / PRINCIPAL GEOLOGICAL MODELLER

MODELLING MATTERS AUSTRALIA

DESIGNING A VERY SPECIAL LUXURY ESCAPE IN THE HEART OF THE BEAUTIFUL COROMANDEL

BACKGROUND

Russ has worked with luxury brands around the world from the Raddison Blue Edwardian Berkshire hotel to The Mayfair hotel in London but we’ve always wanted to create a luxury brand from the ground up and when the opportunity came up we jumped on it!

THE CHALLENGE

With a new beach side property tucked away in The Pines at Matarangi and a limited number of luxury accommodation options the challenge was set to develop a new luxury dwelling concept.

OUR SOLUTION

The exploration of a new luxury accommodation concept came with some key objectives. Namely to develop the naming, brand story, visual identity and guest experience to align to the nature of the property and the exclusive enclave in which it’s located - The Pines at Matarangi.

With the interior design work complete the team were able to lean on this design direction and take cues from architectural structure of the property as they developed the word mark and the visual language.

With a powerful visual identity in place a series of guest experience moments were developed. From the Paina summer edition magazine which celebrates local artists, restaurants and artisans to the thoughtful welcome pack and gifts laid out for guests upon arrival. From the cheeseboard, napkins and coasters to the specially commissioned Paina Lodge artwork - every aspect of the experience has been carefully considered and designed.

Checkout the full case study and brand film at dandco.nz

And to support the experience we developed a powerfully emotive brand story. The story was then brought to life through a brand film shot on location at Matarangi alongside a photography shoot. With the experience complete it’s a pleasure to see Paina Lodge being enjoyed by the owners friends and family.

DELIVERABLES

+ Naming

+ Brand strategy

+ Brand story

+ Identity development

+ Brand film

+ Photography

+ Interior design

+ Brand activations and rollout

+ Website architecture, design and development

SAND

SURF

“ We’re blown away with the incredible work the D&Co team have put into our very special property in our own little slice of paradise in the Coromandel.”

THE PAINA LODGE BRAND STORY.

Paina Lodge is a luxury escape in the heart of the beautiful Coromandel. Nestled beside Matarangi Beach, the lodge is typically only available for a few weeks per year.

Set in a beachside pine forest for added privacy, you’re just a couple of minutes walk away from 4km of golden sands and surf, and lots of activities from golf and cycling, to nature trails, surfing and kite surfing.

Or, if a simple escape to solitude is what you need, you’ve found your destination. Either way, you’ll love the little luxuries and delightful surprises we provide. Discover what makes Paina Lodge so special – and unforgettable.

OWNER PAINA LODGE

DEVELOPING THE ‘MOMENTS THAT MATTER’ CX TOOLKIT

BACKGROUND

Even before COVID-19 struck, health insurers worldwide were striving to keep ahead of the rapid changes in the industry. From new technologies and shifts in value-based care, to changing customer expectations (for example, more transparency, convenience, and truly seamless service). Southern Cross Health Society recognises the importance of customer experience (CX) in delivering to these changing dynamics – so we were delighted when they reached out to D&Co to assist.

THE CHALLENGE

Southern Cross needed a customer experience toolkit that could be used simply and quickly across the organisation, so their teams could focus on what mattered most to their members – from awareness, research, and comparison to quickly checking their plan, using their policy, making changes and everything else in between.

OUR SOLUTION

Using D&Co’s proprietary Experience Innovation System, we developed the Southern Cross ‘Moments that Matter’ CX toolkit - a comprehensive set of customer insights and a range of practical tools to help teams focus on what truly matters most to customers.

First, we looked inwards to gauge internal perspectives. We then interviewed frontline staff to understand their ‘gain points’ and ‘pain points’ – especially when they were supporting customers. Next, we spoke with 24 customers for an honest understanding of their experience with Southern Cross.

These interviews highlighted a wealth of important insights which were then used to frame key ‘needs’ statements which we subsequently put through quantitative research to validate. This diligent approach became the foundation for the CX toolkit; a useful set of practical tools, including a set of large format boards for big room planning, our Voice of the Business, Team and Member Reports, the Toolkit Guide and supporting Member Benefit Cards.

DELIVERABLES

+ Desktop research

+ Journey mapping

+ Ethnographic research

+ Voice of the Business, Voice of the Team, and Voice of the Customer reports

+ Customer stories

+ Quantitative research

+ Synthesis

+ CX Strategy formation

+ CX installation design

+ Virtual CX design

+ Keynote presentation

Checkout the full case study and interactive film at dandco.nz

THE GREAT NEWS? IT’S ALREADY WORKING!

The toolkit is already being used by teams across Southern Cross who are looking to enhance customer experience at each stage of the journey. We’ve even developed the tools to be ‘virtual’ so anyone can access and use them. In addition to this CX work, we also presented a keynote to executives and key teams across the business sharing key trends from our global trends and futures team. And we’ve also recently helped Southern Cross Pet Insurance with their CX needs as the pet insurance sector becomes more competitive and customers demand a more frictionless experience.

“ We’re delighted to be working with Russ and the team at D&Co as we build towards our ‘Moments that Matter’ CX strategy and in defining our future state for the Southern Cross customer experience.

D&Co have demonstrated deep CX capability and it’s a fantastic collaboration as we work through their CX framework. Russ has also shared his own insights and knowledge with our wider team and these have been extremely well received. We really value the partnership with D&Co, and look forward to it making a real difference in the moments that matter to our members.”

The virtual experience, a CX World first, provides Southern Cross Health Insurance teams around the country with to access the CX Toolkit including all of the key reports and tools.

Checkout the full case study and interactive film at dandco.nz

DRIVING DEEPER CUSTOMER ENGAGEMENT IN A WORLD OF RESTRICTED TRAVEL

BACKGROUND

In these times of restricted travel and an inability for professionals to attend trade shows around the world how do you remain connected, drive engagement and continue to develop rewarding business relationships with clients dotted around the world?

THE CHALLENGE

We were approached by the QSR team at Anchor Food Professionals (AFP) to consider ways in which to drive deep customer engagement with their customers around the world - virtually.

Checkout the full case study at dandco.nz

OUR SOLUTION

Following a significant Voice of Customer piece of research we worked closely with the AFP team responsible for the Yum! account, who look after Pizzahut, amongst others. We unearthed key insights from the research and explored strategies that would deliver real and tangible value.

Having recently designed a trends report on the Future of Trade Shows, via our research partners in NYC, we leveraged this work to help us ideate fresh ways to deliver a highly engaging and enduring experience for AFP’s Yum! customers around the world.

Yum*Live! was born. An idea that drives deeper customer connection, collaboration and value. Customers have access to fresh thinking and the latest trends through to menu ideation via the teams passionate and dedicated chef. There’s also a wealth of business support and tools, sustainability advice and access to a team of experts across the QSR team.

Yum*Live! is helping to support Yum! customers around the world to help improve their business and deliver for their customers.

DELIVERABLES

+ Community and activation strategy and story

+ Visual identity development

+ Ident animation

+ Content strategy and copywriting

+ Activations

+ Website architecture and design

“ We had been considering ways in which to improve engagement with our global customer base during restrictions on travel due to COVID-19. Russ and his team worked with us to develop fresh thinking and new ideas and Yum*Live! was born. An idea that drives deeper customer connection, collaboration and value.

I’d worked with Russ before on storytelling and wanted to leverage this kind of thinking again to bring our story and content to life in a unique way. Yum*Live! has been incredibly well received by our global customers and we’ll continue to work with D&Co on the content strategy and rollout.”

HAILEY RYAN

GLOBAL ACCOUNT MANAGER

GLOBAL QSR

OUR CHOICE. A CAPITAL STRUCTURE FOR A BETTER FUTURE, TOGETHER

BACKGROUND

With big decisions looming due to proposed changes to Fonterra’s capital structure the client side team knew that engaging with farmers, clearly decoding the complex nature of their options and ensuring that they voted en-masse was critical. That’s when they reached out to D&Co for help in supporting their communication approach.

THE CHALLENGE

To create an engagement and activation campaign that clearly communicated the capital structure options and benefits to farmers and the need for all farmers to vote.

DELIVERABLES

+ Campaign strategy

+ Campaign naming

+ Copywriting

+ Our Choice visual identity

+ All campaign creative including posters, flyers, website,

+ Photography shoot

+ Video script writing and development

+ Campaign management

OUR SOLUTION

We immersed ourselves in the complexity of the capital structure options with our team working tirelessly to unpack an incredibly detailed and lengthy set of documents, decode them and turn them into easily digestible, plain English communications. This was no mean feat and we’re incredibly proud of the team for clearly communicating the options, the benefits of the recommended approach and the importance of voting.

We developed the campaign name and positioning alongside a series of activations starting with an A5 flyer that was sent to every farmer. This leaflet unpacked the capital structure and the benefits of acting. With the importance of voting and the seriousness of the decision to be made we felt existing farmer photography didn’t hit the mark. We therefore commissioned a series of shoots to capture a more stoic set of Fonterra farmer shots. These were then used across all comms.

We supported the initial flyer with a series of posters, flyers, web pages on Fonterra.com and simple video content to further help to explain the capital structure.

With an unprecedented 85.2% coming out to vote the campaign was a success from both an engagement and voter turn out perspective. We’re now working on embedding the new capital structure with farmers to ensure the new rules are clearly communicated and support is on hand to help.

Checkout the full case study at dandco.nz

BUT THERE’S MORE...

+ FonterraGood Together - brand strategy, story, visual identity and activations.

+ FonterraFarmers Handbook.

+ Bakels Edible Oils - brand strategy, story, visual identity, photo shoot, website and activations.

+ ECL GroupOpenLoop visual identity and exhibit design

+ ECL Groupbrand strategy.

+ WEL Networks - innovation design sprint programme.

+ Anchor FPbrand strategy, story, voice etc.

THERE’S MORE... A ROUND UP OF SOME OF THE OTHER PROJECTS WE’VE BEEN LUCKY ENOUGH TO WORK ON.

+ Fonterra - Te Awamutu foyer/training room design.

+ Foodstuffs - New World Fair Value design sprint.

+ Foodstuffs - New World global research.

+ Foodstuffs - New World customer engagement MVP strategy.

+ Southern Cross Pet Insurance - Moments that matter CX strategy.

D&CO IS A NEW BREED OF CREATIVE COMPANY THAT IS DESIGNED FOR THE EXPERIENCE AGE. WE ARE A COLLECTIVE OF SPECIALISTS THAT HELP TRANSFORM CUSTOMER EXPERIENCES FOR THE BETTER AND ACCELERATE BUSINESS SUCCESS FOR OUR CLIENTS.

We leverage the power of innovation, brand, human-centred design and technology to create experiences that enhance the lives of real people. We create tailored teams from our extensive collective to deliver the greatest impact for our clients. We deliver this through a networked approach to building the right team for the right task.

We passionately believe that our pursuit of customer experience excellence for our clients is a critical component to delivering business growth as we enter an era where experience innovation will drive successful business transformation.

CUSTOMER EXPERIENCE EXCELLENCE