Companies invest in an identity, and then implement it in a formal way, sometimes quite out of line with the identity itself. Flipkart’s Brand Playbook was designed to extend the brand’s playful nature into all communication.
The playbook consisted of communication to employees about various protocols and instructions on their interactions with customers, processes and delivery of the service.
The design of the playbook goes past a dry instruction manual to create an attractive information source for the brand.
