SUMMARY
We set out to improve how Caddis gathers product feedback by rethinking their testing experience. Through interviews and observational research, we discovered that users wanted to feel more valued and connected during the process. In response, we designed a tactile, narrative-driven care package that reframes testing as an emotional brand moment. This approach deepens customer relationships, encourages more thoughtful feedback, and turns testers into loyal advocates.
challenge
We identified a gap in how Caddis engages testers during product trials, feedback felt transactional and users lacked a sense of connection to the brand. Through interviews and user journey mapping, we found that testers wanted to feel seen, valued, and part of something bigger. This revealed an opportunity to transform the testing process into a curated brand experience that builds emotional resonance, encourages storytelling, and gathers deeper, more meaningful insights.
Outcome
The project became a tactile, story-driven testing package designed to make users feel seen, engaged, and part of the Caddis community. With 70 percent of Caddis purchases happening online, building trust and emotional connection remotely is key. Our testing package includes prompts, analog tools, and surprise elements to turn testing into a memorable experience. It directly addresses the gap in tester engagement while boosting feedback quality and shopper confidence in a largely digital environment.
MEET THE Designers:
Paris Hovnanian
Melanie Wu
Lily Avalo