The way a customer experiences a brand has a profound impact on perception, purchase behavior and loyalty. That’s why our work begins and ends with our clients’ customers. We listen to them. Validate with them. We even include them in our experience-design process. We do this so we can make things simpler, more useful, more entertaining, more convenient. And hopefully, in some way, change their lives.
Creative Director's Choice: Simona Ternblom of Critical Mass discusses Ikea's ‘Where life happens’
Where home décor is concerned, most ads, blogs, and social posts present us with an edited, art-directed vision of domestic life – not life itself. So, there’s a bit of friction between reality and the manufactured lifestyle that most brands are trying to sell. That’s why it was so refreshing to see Ikea’s 'Where life happens' campaign by Åkestam Holst.
Full disclosure: I’m Swedish, and I’ve always had a love for Ikea. They’ve carved out a strong niche with their down-to-earth products and accessible style. But the Åkestam Holst work develops the realness at the core of the Ikea brand into something deeper. Their video spots feature things that are almost guaranteed to be absent from other brand campaigns: divorce, adoption, single motherhood, angst-ridden teens. Home is the center of all those things. Home is where life happens, and life is messy.
As a human being (not just as a Swede), I love the moving idea at the core of the campaign. And as a designer, I’m impressed by how well Åkestam Holst executed a compelling, authentic story through an unpretentious campaign. To do that, and to do it successfully, meant swimming directly against the prevailing currents of the marketing landscape, which takes courage.
In a world of loud, manicured, aspirational content, Ikea gave us something quiet, compassionate, and real. They’ve proven that a brand can stand out by winning their customer’s heart, rather than their customer’s eyes. Humanism over consumerism.
Simona Ternblom is group creative director at Critical Mass, working out of the agency's New York office.