Quest’s CRM program for consumer-initiated testing needed to be built from the ground up. Our first goals were to develop the strategic, technical, and creative infrastructure to meet the challenges left by minimal media support in an emerging but heavily regulated industry.

01 Analyze existing emails and make observations

We started by building a flexible design system to efficiently tell relevant, impactful stories at scale. The design system and automated, trigger-based journeys helped Quest shift from an ad hoc approach to multi-touch campaigns, which better accounted for customer behaviors and drove higher engagement.

02 Categorize content and messaging priorities

03 Build a scalable design system

Results as of May 2023

15k+

˜500M

15%

$3.5M

New Customers

Total emails delivered

Repeat purchase rate

Estimated LTV