After experiencing tremendous five-year growth, health and wellness company Plexus Worldwide partnered with Gorilla as their Digital Agency of Record to reevaluate and reimagine their entire digital commerce presence. This wide-ranging collaboration spanned digital strategy, user experience & testing, visual design, multimedia content, and social.
Unlike many other direct selling companies, Plexus does not employ a party model, so they faced challenges connecting with and communicating their value to end customers and managing and enabling their large network of brand Ambassadors. Subsequently, we partnered across their rebranding and ecommerce initiatives to solidify a fully connected brand experience and help refine the user experience to support surging demand.
Through extensive collaboration with the Plexus team, Gorilla worked to fully understand their B2D2C model by conducting primary research with both Ambassadors (Distributors) and preferred customers. As a brand deeply rooted in social media, we unearthed a wealth of compensating behaviors that were putting strain on customer relationships and the growth potential for individual distributors.
We conducted moderated and unmoderated user-testing with Ambassadors to validate a solution that provided the user experience and digital tools needed to effectively manage and grow their businesses from any device. The solution also included a simplified user interface that empowered customers to explore products, content, and manage their own accounts (a win for the customer service team as well).
In addition to making both the B2C and B2D2C experience more user-friendly and B2D2C experience more proactive with real-time data analytics, we worked closely with Plexus to ensure both site experiences reflected their ongoing rebranding. We provided full content development, UX and visual design to realize new brand positioning for the B2C and B2D2C interfaces, reflecting the brand’s colorful, friendly, and motivational personality throughout a holistic digital experience. We then utilized our research and creative direction to support Plexus’ Canadian launch.
Post-launch, Gorilla helped extend the experience beyond the site, collaborating on a strategic marketing roadmap. This included supporting a new product line launch, digital marketing, and providing social strategy and execution.
Read on to see how we collaborated on the brand’s continuing evolution.