A customer communication system that replaces standard text notifications with animated messages featuring Doggo, the Jack & Jones brand mascot — turning routine transactional messages into a consistent, branded experience across Email and WhatsApp.

The project covers six touchpoints: login verification, order updates, alterations, cancellations, refunds, and delivery notifications. Doggo acts as the customer's companion throughout — celebrating orders, reassuring them through delays, and meeting them at the door on delivery day.

One of the biggest challenges was file size. A beautiful animation is useless if it clogs up an inbox or times out on WhatsApp — so every GIF had to be small enough to load instantly on mobile data. This meant ruthless optimisation across colour palettes, frame rates, and ensuring the first frame alone tells the story (essential for Outlook, which doesn't render GIFs at all).

The result: communication that feels as considered as the clothes themselves.