Scaling brand and design across digital ecosystems
Internal tone of voice and visual guidelines that bring consistency to the HP Support experience.
The goal was to redefine HP’s customer support by reducing the need for intervention while transforming support interactions into a positive, loyalty-building experience.
We conducted in-depth research and competitive analysis to identify key opportunities. Developed a cohesive framework and core experience to create a seamless, proactive support ecosystem across HP’s platforms.
Working closely with the HP support team, we then created a unified tone of voice and visual design language system that strengthens clarity, consistency, and brand trust for millions of customers globally.
We developed a scalable system of guidelines designed to inspire confidence and empower users to resolve issues successfully and independently. The new tone of voice was codified into clear principles for writing and interface design, then extended across HP’s help content, digital tools and service flows to create a cohesive experience.
A style guide accessible to designers at HP internally kept clarity alive as new support experiences were developed, helping teams across languages and regions to think, design and write as one.
The HP Support experience now feels clear, approachable and consistent - strengthening trust and reinforcing HP’s reputation for reliability.
