Experience Design, Research & Digital Agency of Record

Plexus

Plexus Worldwide is more than a health company.

My Role

Creative Lead

Researcher

UX / UI

The Task

Digital Agency of Record

Experiences

Public commerce

Back-office portal

Delivery

10 months go to market

01The Ask

Exceptional products & a thriving social model to empower, improve & energize lives.

Plexus is not just a product, a brand, or a business. It is a lifestyle centered on health and happiness. As their Digital Agency of Record, we helped the growing multi-level marketing company bring its “Health and Happiness” positioning to life.

Plexus public commerce and back-office designs across desktop and mobile

02Research

A unique business model & tailored solutions

As their Digital Agency of Record, we first needed to understand their business-to-distributor-to-consumer model through phone interviews with ambassadors, distributors, and customers.

For a brand rooted in social media, we unearthed compensating behaviors that were putting strain on customer relationships and the growth potential of individual distributors. Plexus was also going through an extensive rebrand, so we needed a multi-channel experience that could live up to its new image.

Plexus research: Primary research plan — Sample slide: Primary research plan

Plexus research: Interview questionnaire — Sample slide: Interview questionnaire

Plexus research: Usability, service & content findings — Sample slide: Usability, service & content findings

Plexus research: Customer relationships — Sample slide: Customer relationships

Plexus research: Customer motivations — Sample slide: Customer motivations

Plexus research: Recurring research themes — Sample slide: Recurring research themes

Plexus research: Product detail benchmarks — Sample slide: Product detail benchmarks

Plexus research: Competitive benchmarks — Sample slide: Competitive benchmarks

Research plans & interview guides

Plexus preferred customer research plan — Preferred customer research plan

Plexus preferred customer interview guide — Preferred customer interview guide

Plexus customer interview questions — Customer interview questions

Plexus customer interview follow-up — Customer interview follow-up

Plexus ambassador interview guide — Ambassador interview guide

Plexus ambassador interview follow-up — Ambassador interview follow-up

03Information Architecture

Distinct paths for each audience

Plexus information architecture: Ambassador · logged in — Ambassador · logged in

Plexus information architecture: Preferred customer · logged in — Preferred customer · logged in

Plexus information architecture: Retail customer · logged in — Retail customer · logged in

Plexus information architecture: Public experience — Public experience

04The Experience

Back-office portal & public experience

Animated Plexus designs showcasing the back-office dashboard and public experience

Empower.
Improve.
Energize.

In addition to custom B2C and B2D2C site experiences, we led digital initiatives to create meaningful relationships with core customers and extend the brand’s reach to new customers.

Primary & secondary research
Brand & commerce strategy
Solution design
Content strategy and execution
Photography strategy & art direction
Experience design
Visual design
User testing
Live prototype demo in MGM Garden Arena
Front-end development
Quality assurance testing
Loyalty program research & strategy
Social strategy & execution

05 · Delivery

We’ve completed

Stakeholder interviews: 11
Designs: 291
Preferred customer interviews: 8
New product line rollouts: 2
Ambassador interviews: 8
Live launch conference: 1
Experiences: public + back-office: 2
Months go to market: 10

06Campaign Results

Extending reach and engagement

Social Campaign · 10 weeks

What Have You Got To Lose

Participants: 24,000
Unique participant posts: 40,000

Joyome Product Launch · May 2018

2 Big 2 Miss

When the site went live, the event sold out in less than a day. During the launch month, the site saw increased time on site, more pages viewed per session, and an improved bounce rate.

Total time on site: +105%
More pages viewed per session: 60%
Better bounce rate: 35%