HP Indigo: NPS Email Design System
A complete NPS (Net Promoter Score) email design system for HP Indigo, the digital printing division of HP. Built around a bold retro pop-art visual language with halftone dot backgrounds and comic-book illustrations, the system spans four distinct email types: a post-case resolution survey, and three tiers of internal agent performance notifications coded by customer score. Blue for survey prompts, green for promoter celebrations, amber for passive encouragement, and red for detractor alerts.
The Challenge
HP Indigo's customer experience team needed a structured way to close the loop on service interactions and motivate field agents to move the NPS needle. Generic transactional emails were being ignored. The challenge was designing a system that felt personal and emotionally resonant enough to drive both customer response rates and internal team engagement, across three distinct score tiers and multiple use cases, while staying unmistakably on-brand for a global enterprise.
Deliverables
- Post-Case NPS Survey Email
- Promoter Notification Emails (3 variants)
- Passive Score Motivational Emails (2 variants)
- Detractor Alert Emails (4 variants)
- Color-Coded Scoring Tier System (Blue, Green, Amber, Red)
- Retro Pop-Art Illustration Language
Focus Areas
Business Impact
Delivered a 10-template NPS email system that turned routine service follow-ups into emotionally engaging touchpoints, giving HP Indigo a scalable framework to celebrate promoters, coach passive accounts, and mobilize the team around detractor recovery.
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