The Brazilian cosmetics brand ADCOS, with 114 physical and online stores, actively invests in educating its consultants to enhance customer service and understand the needs of every Brazilian skin type.
The MRCA (My ADCOS Skincare Routine) is a highly effective material used at the point of sale. It analyzes the customer’s skin and recommends the most suitable treatment. With a comprehensive set of questions and a product guide tailored to different skin types, it also includes a section for filling out information about the customer and the product being provided as a sample.
Through a mystery shopper survey, I identified the approach used and the usage of the material, as well as the strengths and weaknesses of the process. In interviews with the consultants, I diagnosed their day-to-day needs. The sample provided at the end of the consultation needed to be perceived as more valuable. I resolved this issue by designing a new layout for the monodose insert folder, which highlighted the gift and the brand.
Engagement. Crafting new questions with different wording facilitated understanding for both the customer and the consultant, making communication more transparent.
Brand positioning. The brand’s positioning now aligns with its visual communication.
Vocabulary. I proposed a more accessible language for customers.
Sustainability. We reduced material usage and printing costs for the folders.
Monodose became valued and evolved into another area for presenting ADCOS products and brands.
Adoption. The created material obtained 100% approval and adoption from sales teams, store staff, training teams, as well as the company’s management.
Client ADCOS . Studio Sakada design . Designer / Graphic project Kryscila Mattos
