A Behind The Scenes Look at How We Overhauled Our Own Client Experience (Phase 3: Our Visual Branding)

April 8, 2022

Sarah Williams


Here, you'll find all of the resources, tutorials and behind the scenes to audit & elevate your client experience. Our goal? To increase the lifetime value of your clients and make your client experience your brand's secret advantage.

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Welcome to the third article of our 5-part “Walking The Talk” series, giving you a behind the scenes look at how we overhauled our own client experience! When we work with our clients to design their client experiences, we work through five specific phases (research, offers, brand, systems and client acquisition).

To read more about how our market research went, check out the first article here. To get an inside look at how we overhauled our own offers (and why!), you can read the second article here.

Now, this one is a fun one! I’m personally a super visual person, and I’ve rebranded Rebel Office SO. MANY. TIMES. on my own, so to walk you through that process and how we found our dream designer (and what she created for us!), this is going to be a good one. Let’s jump in:

Rebel Office - Branding Rebrand - 8


Our Branding Timeline

I’m going to preface this section by letting you know I am already wildly embarrassed to show you our visual evolution. We’ve been through a lot, and since I’ve DIY’ed it up until this point, well… let me just walk you through it.

  • We launched in 2015 as a graphic design agency. I had done freelance design projects all throughout university.
  • We started to pivot to business consulting, focusing on organization and systems and helping new entrepreneurs get started.
  • We started to lean into the female entrepreneurship space, being tempted by the promise of scalability with digital memberships.
  • That wasn’t quite right, and we realized a major need with getting tools, systems and tech setup for entrepreneurs and our retainer OBM projects started to happen naturally.
  • But that wasn’t quite aligned, and it was time we repositioned ourselves in a new market, niching down from general “entrepreneurship” to client experience.

Here’s a bit of a visual representation of our cringe-worthy evolution through our poor Instagram feed 😂

Why We Invested in a Strategic Brand Designer This Time Around

Something that became very clear to me this time around, with us taking our time getting clear and making intentional, very strategic decisions with this new direction focusing on designing Client Experiences, was that we had to do this differently than what’s always been done.

This took some self-reflection and difficult chats with myself to determine that I’m simply NOT the best person to be doing every single thing in Rebel Office. For me to get Rebel Office to the place where I see us truly THRIVING and scaling, we needed a visual identity that was going to reflect THAT space, not where we are now.

Ultimately, if I’m going to commit to making Rebel Office exactly what I want (and better), I need to start making the right investments to get us there.

Enter: Studio Crescent and its founder Jess Poon.

An Ottawa-based brand & web agency (because y’all know how much I love supporting my fellow Canadian brands!), Studio Crescent is truly the epitome of an expert and leader in her field.

Through her strategic questions and pure creative genius, we worked together for a period of about 3 weeks to create and refine the new Rebel Office brand. Without further ado…


Our New Branding Package

Our main focus was creating a visual identity that was elevated, but still casual. We needed it to reflect our values of freedom, impact and challenging the status quo, all while helping us build trust and demonstrate a level of professionalism and expertise.

Elevating Your Look to Match Your Vision

We’re obsessed with our new brand, but it’s more than that. You’ll see in our next article in this series about how we apply our visual identity to elevate the actual experience that we run our clients through, along with how we integrate our branding into our systems.

At the end of the day, do you NEED a strong, aligned brand to build a business? No. But will it help you build trust, showcase your personality and attract your dream clients? Absolutely.

And for so many of us, we have these grand visions for our businesses, and our visual identity can make a huge dent in making that a reality.

Which is why we’ve officially partnered with Jess from Studio Crescent to work with you during the Design Phase of our GAME CHANGER & ICON packages. While we’re doing market research for you and working closely with you to audit and elevate your existing offer suite, you’ll also spend a week with Jess doing a Design Intensive elevating your brand’s visual identity package!

Rebel Office Client Experience Design

In the Design Phase alone, you’ll walk away with:

  • Brand identity refresh
    Primary logo, alternative logo, favicon
    Color palette
    Font recommendations
    Mini brand style guide

At this time, we then take all of those beautifully-you new assets and integrate them into your client experience as we begin our own CX design phase: Setting up your CRM, designing your proposals, setting up your workflows, developing your SOPs, etc.

Yep, the whole shebang. We offer complimentary discovery calls to see if this is the right next step for your business so feel free to head on over here and schedule a call! No pressure, no obligation, you can just learn about our services and we can learn more about the vision you have for your business.

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