Experience Design: Features and Benefits.
Key Features.
Together, we detail the customer journey: before, during, after their stay at the hotel.
Every stage of the journey is analysed using each of the senses.
This analysis is documented in photos, videos and interviews.
Using this analysis, we design an experience for the customer that is inline with the customers value proposal.
These ideas for redesigning the customer experience are tested until the perfect solution is identified.
This redesign serves as new standards of customer experience and are rolled out throughout the business.
Key Benefits.
Participants forced to critically analyse their routines and help identify the problem to be solved.
The process allows participants to safely try new, creative, innovative solutions from a defined framework.
Participants are proud to contribute to the new standards expected at the hotel and can more easily communicate these new standards to other employees.
Positive customer feedback is a source of pride.
Negative customer experiences are seen as opportunities to improve themselves through a defined and secure process.
The Experience Gap.
We help bridge the gap between expectation and reality.
