Transforming Touchpoints: From Product to Experience for a Global Home Care Brand

Over several years as part of Accenture Industrial Design, I collaborated with Reckitt and their brand Finish on a range of strategic design initiatives aimed at enhancing the consumer experience and future-proofing the brand.

While the specific project details remain confidential, the collaboration spanned key moments across the product and service lifecycle—from early-stage development to market launch.

My role supported:

• The successful launch of their latest premium product line, by leading the design and execution of large-scale consumer research (both qualitative and quantitative) to validate product design decisions and uncover preferences.

• The adoption of customer-centric and digital-first brand experience frameworks, facilitating internal buy-in across marketing, R&D, and commercial teams to drive transformation within the category.

• The strategy and development of new packaging platforms aligned with sustainability goals, including eCommerce optimization, plastic reduction, and steps toward circular packaging systems.

This work was grounded in a service design approach—connecting consumer insight with business priorities and aligning diverse stakeholders around shared goals.

Due to the confidential nature of the projects, I can’t share more specific outputs publicly, but I’d be happy to discuss the insights and lessons learned from this collaboration in a one-on-one conversation.