While at Photobox, I developed and launched a concierge-style bespoke design service for customers creating wedding books, transforming a standard photo product into a more premium, guided and emotionally meaningful experience. The opportunity was to create a new revenue stream around a deeply personal customer need: helping people turn wedding memories into a beautifully curated keepsake without the overwhelm of designing it alone.

I built the proof of concept from the ground up, shaping the service proposition, operational workflow, branding, website and end-to-end customer journey. This included sourcing platforms to improve efficiency, creating lead-capture materials and designing an experience that moved customers from initial assessment through to photo submission, creative theme selection, collaborative design revisions and final delivery in themed hand-packaging. Each touchpoint was designed to make the process feel personal, expert-led and reassuring.

Across service design, brand development, workflow creation and stakeholder pitching, the project proved the commercial potential of Photobox’s first customer-facing service product. After organically achieving the proof-of-concept goal within a few months, I presented the model to the C-suite, helping secure further investment and continued development of the service.