Dē.SHA Design Lab

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Overview

$50 - $99/hr

Avg Hourly Rate

2 - 9

Employees

2024

Year Founded

ABOUT DĒ.SHA DESIGN LAB

Architecture for the next era of CX

We are a design and technology services firm dedicated to enhancing customer experiences. Our goal is to assist brands in developing predictive, personalized, and seamless interactions that genuinely engage their audiences. By leveraging robust customer experience architecture, we foster loyalty, enhance retention, and enable sustainable growth.

LANGUAGES SPOKEN

English

HIGHLIGHTS

$50 - $99/hr

Avg Hourly Rate

2 - 9

Employees

2024

Year Founded

Services

Focus

Industries

Clients

Services Provided

60% AI Strategy & Roadmap Consulting

30% CRM Consulting and SI

10% Unified Communications Consulting & SI

40% Logo Design

60% Brand Identity Design

Portfolio

CX Transformation for a Online Gourmet Experience

Brgrmeister

Brgrmeister is a gourmet burger brand celebrated for its lavish burgers and genuine American-style dining experience. It aims to serve both dine-in patrons and online delivery/takeaway customers. As the significance of delivery and third-party platforms rises, Brgrmeister looked to enhance its premium experience beyond the physical restaurant. **Challenge**: The goal was to replicate the high-end dine-in atmosphere for home delivery and at-home dining, ensuring that every touchpoint—from ordering to packaging and unboxing—felt premium. It was vital to maintain consistent messaging, packaging, presentation, and brand image across various channels, including dine-in, takeaway, third-party delivery services, and social media. Additionally, the brand faced the challenge of differentiating itself on third-party platforms where it had limited control over how its brand was showcased. **Solution**: - **Customer Journey Mapping**: The end-to-end journey for dine-in, takeaway, and delivery was mapped to pinpoint key moments for introducing premium elements. - **Understanding the Core Customer**: Gen Z was identified as the primary audience; their preferences and behaviors informed the design of the experience. - **Packaging Design**: Packaging was revamped to maintain food quality, enhance the unboxing experience, and reflect the brand’s story through luxurious aesthetics. - **Touchpoint & Brand Story Consistency**: Efforts were made to ensure that messaging, social storytelling, packaging, and digital presence consistently communicated a premium-gourmet identity across all platforms. - **Unique Engagement Touchpoints**: Initiatives such as pop-ups at food festivals, branded merchandise, storytelling postcards, and influencer collaborations were introduced to strengthen brand connections and emphasize the gourmet promise beyond just food. **Results**: Customers reported a more pleasurable and luxurious at-home dining experience, with specific feedback highlighting improvements in packaging, presentation, and food quality. Online sales and conversion rates saw an uptick (with increased repeat purchases and order frequency) thanks to enhanced storytelling and a stronger brand presence on delivery platforms.

Silverock Hotel Management – Brand & CX Transforma

Silverock Hotel Management

**Project Overview** This initiative focuses on transforming the brand and customer experience for Silverock, aimed at aligning its hotel management services with investor expectations through effective positioning, journey design, and consistent touchpoints. **Company Background** Silverock is a hotel management company that operates 9 hotels in 3 cities, managing over 1,250 keys and assets worth US$50M. The firm collaborates with property owners to enhance value through operations, sales and marketing, financial planning, and project development. **Challenge** While Silverock demonstrated strong operational capabilities, it struggled to provide a cohesive experience for investors. Communication varied between properties, reporting was inconsistent, and new investors encountered ambiguous onboarding processes. These issues hindered trust and weakened its positioning as a reputable management partner. **Solution** De.SHA redefined Silverock’s brand and experience with a focus on investors as the primary audience. - **Journey Mapping:** Created a comprehensive investor lifecycle that includes discovery, onboarding, operations, reporting, and renewal, identifying key pain points related to transparency and consistency. - **Touchpoint Design:** Standardized communications for investors, which included organized onboarding kits, quarterly performance dashboards, and annual reviews. - **Brand Strategy:** Repositioned Silverock based on its core values—Integrity, Accountability, Innovation, and Personal Connection—to enhance its appeal to investors. - **Website & Digital Presence:** Developed a professional, data-driven website that highlights assets under management, properties, return on investment, leadership profiles, and service offerings to build credibility. **Results** The initiative strengthened investor confidence through transparent and organized communication, refined the brand identity to reflect the stature of a US$50M assets under management firm, and streamlined the partner onboarding process with a clear and consistent journey.

Customer Experience Transformation

Arbana

Arbana is a leading e-commerce platform focused on "mindful shopping." Its goal is to allow customers to shop purposefully, prioritizing authenticity, craftsmanship, and significant choices. To realize this vision, Arbana sought to enhance its brand and customer experience, ensuring that every interaction—whether digital, physical, or service-related—embodies mindfulness and responsibility. Challenge: Despite having a robust brand ethos, Arbana's customer journeys were inconsistent and lacked structure. Customers often did not experience the essence of mindful shopping through tangible elements like packaging, service, and digital interactions, which felt disjointed. Without a well-defined customer experience (CX) framework, Arbana risked undermining its brand positioning and losing trust among its target audience. Solution: De.SHA redefined Arbana’s brand with a CX-first strategy, integrating mindfulness into every aspect of customer interaction. - Journey Mapping: Created a comprehensive overview of the customer lifecycle—covering discovery, browsing, purchasing, delivery, and after-sales—to identify gaps and opportunities to embody mindful values. - Touchpoint Design: Revamped packaging, website navigation, and service communication to support responsible and thoughtful storytelling. For instance, offering concierge-style customer support through chat, phone, and email reinforced Arbana’s premium and mindful brand identity. - Brand Storytelling: Infused Arbana’s philosophy throughout various touchpoints, from product descriptions and category pages to packaging inserts and customer service dialogues. - Experience Consistency: Ensured that the commitment to mindfulness was evident not only in the messaging but also in practical elements like sustainable packaging, service tone, and clarity in digital experiences. Result: By strategically mapping journeys and redesigning touchpoints, De.SHA enabled Arbana to bring its philosophy of mindful shopping to life in a customer-focused manner. Every step of the customer journey now emphasizes Arbana’s distinctive positioning, transforming values into real customer satisfaction.

2 more projects

Projects & Clients

Project Size & Rate

Average Hourly Rate

$50 - $99/hr

Pricing Snapshot

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$50 - $99/hr

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What Clients Have Said

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"Dē.SHA Design Lab delivers quality projects within budget and timeline expectations based on verified client feedback."

Based on verified reviews and internal benchmark data

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AI Strategy & Roadmap Consulting

CRM Consulting and SI

Unified Communications Consulting & SI

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