tado°'s customer experience organisation initially relied on support teams to manage customer-facing content. There was an opportunity to establish a dedicated content design practice that could bring greater clarity, quality, and consistency to communication across languages and customer touchpoints.

We developed a multilingual content strategy, established editorial and governance systems, and introduced cross-functional workflows and rituals to support consistent content creation and management.

We also helped shape the processes and practices needed to embed content design within the organisation. Over time, this work contributed to the development of a dedicated content design function that continues to shape how tado° communicates with its customers.