Van Cleef & Arpels — Brand Event System
Bringing one of the world's most prestigious jewellery houses online in Hong Kong — without losing an ounce of the brand's soul
Redesigning a critical financial system for tens of thousands of pension scheme members
The Problem
Van Cleef & Arpels' L'École, a travelling school of jewellery arts, was opening a temporary residency in Hong Kong. For a brand defined by extraordinary craft, exclusivity, and over a century of Parisian heritage, the digital experience supporting it couldn't simply be functional. It had to feel like Van Cleef & Arpels.
The challenge was twofold. Build a platform that would drive awareness and class registrations in the Hong Kong and Chinese markets, audiences with specific cultural expectations and a distinct digital landscape. And do it in a way that honoured one of the most tightly governed brand identities in luxury, while still delivering a genuinely usable experience for people trying to find, understand, and book classes.
My Role
I led the project as Product Design Lead, responsible for the end-to-end creative and UX direction from discovery through to launch. My role covered competitor and comparative research, information architecture, creative direction, content hierarchy, and design, as well as managing the relationship between VCA's teams in Paris and Hong Kong, who brought meaningfully different priorities and expectations to the project.
The Core Challenge
Two tensions ran through this project from start to finish.
The first was brand rigidity versus digital usability. Van Cleef & Arpels has exacting standards for how the brand appears in any context. Every typographic choice, colour, interaction, and image is governed by guidelines built over more than a century. The instincts that make a luxury brand visually exceptional, restraint, whitespace, high-end photography, deliberate pacing, can work directly against the clarity a booking system requires. Getting users from interest to registration without the interface ever feeling rushed, or worse, cheapened, required constant calibration.
The second was digital versus offline. VCA's existing registration process was entirely offline, a considered, high-touch experience consistent with how the brand serves its customers. The brief wasn't to replace that, but to introduce a digital layer that made registration accessible without severing the connection to the white-glove experience VCA customers expected. Every step of the digital flow had to be designed with that handover in mind.
The Decisions That Mattered
We led with storytelling before we asked anyone to do anything. The site was structured to immerse users in the world of L'École before presenting a booking interface. Craftsmanship imagery, artisan narratives, and brand storytelling came first, building desire and context before any transactional moment. This wasn't decorative padding. By the time a user reached registration, they already understood what they were booking and why it was worth their time.
We treated localisation as a design problem, not a translation exercise. The site needed to work in both English and Traditional Chinese for Hong Kong audiences, with consideration for Simplified Chinese and mainland Chinese users. We worked with local market consultants to ensure the visual approach and language had genuine cultural resonance, not just linguistic accuracy, while keeping the experience consistent with the brand standards set in Paris. Getting that balance right required more back-and-forth than anyone had anticipated.
We made registration feel like service, not a form. Progressive disclosure, considered micro-interactions, and a calm, spacious layout meant the booking process never felt transactional, even when it was. The integration with VCA's existing offline processes was mapped carefully so that the transition from digital to human felt seamless rather than jarring.
Outcome
The platform launched successfully in Hong Kong, supporting both brand awareness and class registration across the target markets. Delivering a live, bilingual digital experience for one of the world's most closely governed luxury brands, in a market that required genuine cultural fluency to get right, was not a straightforward thing to pull off. That it felt effortless to the end user was, in a way, the point.