For over 30 years, OSIM has been a trusted name for developing innovative healthy lifestyle products, most notably massage chairs – but also stretching to body toning and fitness, air and water purification, blood pressure monitoring and more. But with a growing retail network of more than 856 outlets in 30 countries, OSIM faced many challenges in building customer loyalty, digital relevance and consistent brand experiences worldwide. OSIM needed to transform from a specialized retailer into an experience maker.

After an in-depth audit across physical and digital channels, we seized an opportunity to transform the OSIM experience by developing new digital and cultural tools. The refreshed OSIM website, app and social media encouraged long-term customer engagement and educated them on health issues beyond simple product tutorials. New warrantees and customer care kits provided effective resources for common customer needs. Finally, cultural training empowered staff to more clearly deliver the desired brand experience.

The modern OSIM experience enriches the lives of customers, offering them relevant information and services that contribute to their well-being. It encourages people to take control of their health and helps them achieve their own definition of feeling great and looking good.

Design Director: Steve Harkin

Brand Experience Strategy: Tristan Ramsdale, Vicki Lai, Shi Yan Ang and Steve Harkin

UI Designers: Steve Harkin and Henrique Aguiar