The Challenge

InMoment needed a way to make the abstract concept of "Customer Empathy" tangible for B2B clients. The objective was to move beyond standard sales decks and create a tactile, immersive toolkit that would drive deeper engagement than standard digital communications.

My Role & Process

As the Lead Designer and Illustrator, I was responsible for translating complex customer journey data into an engaging visual narrative. I developed a unified illustration style and managed the production of a multi-piece physical kit, ensuring the unboxing experience reinforced the campaign's message..

Key Campaign Components

• The “Survival” Kit: Designed a branded unboxing experience containing physical artifacts, serving as a high-retention "leave-behind" for client meetings.

• Illustrated Journey Map: Visualized the customer lifecycle as a physical terrain, turning friction points and opportunities into a navigable landscape.

• Tactical Guide (Brochure): Created supporting literature that connected the visual metaphors back to specific CX methodologies and business outcomes.