SMH & The Age
Winback CRM
Every unsubscribe represented an opportunity to reconnect.
Building on the Minds Wide Open brand platform, we designed a winback CRM program that reminded readers of the value of quality journalism through a premium brand experience. Rather than reducing the campaign to standard email templates, we translated its rich art direction into CRM and built a modular design system that gave the client endless creative flexibility while ensuring every communication remained unmistakably on brand.
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The Minds Wide Open campaign relied on a rich combination of layered textures, illustration, movement and editorial photography. The challenge was preserving that same level of craft in a channel that's often reduced to simple templates and functional layouts. Every visual element was carefully reimagined for email, using animation, GIFs and thoughtful interaction to create communications that felt every bit as immersive and premium as the wider campaign.
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Rather than creating a finite series of emails, we developed a flexible pick-and-mix modular system that empowered the client to build countless variations without compromising the creative vision. Every component was designed to work seamlessly with the next, allowing layouts, messaging, imagery and content to be mixed and matched while maintaining the integrity of the original art direction. The result was a toolkit that was both highly creative and highly practical.
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When someone decides whether to resubscribe, every interaction matters. By carrying the visual language of Minds Wide Open into CRM, each communication became another reminder of the care, craft and quality behind the brand. The consistency wasn't simply aesthetic—it reinforced the value of thoughtful, trusted journalism in a digital world saturated with noise, helping every touchpoint work a little harder to reconnect readers with the publications.
Creative Direction
Art Direction
Brand Platform Extension
CRM Experience
Modular Design System
Motion & GIF Design
Digital Design
Customer Communications
Designing a flexible CRM system
To translate the layered, textural Minds Wide Open visual language into email, we developed a modular framework that could flex across different messages, content types and future campaigns. Reusable headers, hero modules, content blocks, CTAs, dividers and footers created a scalable system that kept the brand consistent while allowing each communication to feel distinct.
Soft-edged textures, layered modules and subtle overlaps helped the system avoid the hard section breaks typical of email design, creating a more seamless and editorial CRM experience.
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Creative concept, art direction, CRM journey design, UX/UI, modular email system and initial design direction.
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Agency: BMF
Client: Nine Entertainment
Design: Mina Melis, Alex Kidd
Illustration: Yoon Park