A few weeks ago, summer vacation was in full swing. I wanted to do something educational with my kids, so we headed to the science museum. Of course, the first stop was the bathrooms. And that’s when I noticed something interesting: each stall had a small sign with a science fact inside. ( Of course I forgot to take a photo)
It wasn’t revolutionary, but it was cute. It extended the museum’s educational, “science-first” theme into a space that most people wouldn’t even think about. The mirror maze on the top floor was my favorite bit, but anyhoo – back to the loo. This small touch got me thinking about branding – and how every single customer touchpoint matters.
In branding, we often talk about “brand consistency” and “experience architecture” – the idea that your brand’s promise should be expressed across all interactions, from the obvious to the mundane. The bathrooms in this museum were a micro-example of that principle: an overlooked touchpoint elevated to reinforce the overall brand narrative.
Ever been to a restaurant only to find the bathrooms out of toilet paper or worse out of order? Or visited a boutique hotel with impeccably curated rooms, but the front desk staff were apathetic and untrained? It’s jarring – and it damages your brand. These inconsistencies create friction in the customer journey and can dissolve trust faster than a lump of sugar in a cup of hot tea.
The same principle applies – if your customer service is unresponsive, your social media posts are generic and opportunistic, or your advertising is just discount-driven noise with no strategic messaging, you’re sending mixed signals. Your audience perceives your brand as incoherent, and they disengage.
The Bottom Line…
Identify the “bathroom moments” in your own business. These are the touchpoints that are often overlooked – small, mundane experiences that can either reinforce or undermine your brand promise. They might be the onboarding email, the packaging, the checkout process, or yes – the actual bathroom in a physical location.
Give people an experience at every point of contact. Delight them in ways they don’t expect. That’s how you create a seamless, cohesive brand journey that feels intentional and memorable.
Now, back to bathrooms: I thought it would be fun to explore some of the most creatively branded bathrooms from around the world. Maybe one of these days, I’ll go spend a penny in style – and see what lessons in branding I can pick up along the way.
Disco Toilet Restaurant Mozza Montreal
Gramercy Park Hotel - Wouldn't Expect Less
