West Midlands Combined Authority commissioned us to create an animated video to support the launch of their Customer Service Toolkit, designed to improve customer experience across services, teams, and touchpoints. The challenge was to take a complex, principles-led toolkit and translate it into something clear, engaging, and accessible for a wide internal audience, while maintaining a tone that felt human, inclusive, and practical rather than corporate or instructional.

We developed a narrative-led animated video using illustration, motion, and plain-language messaging to clearly explain customer experience concepts and bring the toolkit to life. The animation balances clarity with warmth, using relatable scenarios and visual metaphors to help viewers understand how customer-focused thinking applies to real-world situations. The result is a versatile communication asset that supports internal engagement, encourages consistent service standards, and helps embed customer experience thinking across the organisation.