Enhanced Arrival Experience

We developed a comprehensive solution brief to revolutionize the hotel arrival experience.

We developed a comprehensive solution brief to revolutionize the hotel arrival experience.

Combining deep-needs insights, obscure wireless technologies, and “big data”, we developed a solution brief, and proof-of-concepts for technologies and processes that would enable our client – a major hotel chain, to personalize the arrival experience. This system enabled staff to identify a guest by name as they approached various touch-points in the hotel, and cue staff to engage them according to their preferences, past behaviors in the hotel, and in specific cases, their public social media (in a non-creepy way). The outcome of this initiative is greater affinity for the hotel brand, and increased in-hotel spend.

Our Approach
Following Design Thinking principles, we began with a deep dive into the guests and staff needs through interviews and empathy sessions. We created an “emotional journey” map that started from the moment a person is aware of their need to travel, and concluded when they complete their in-room arrival ritual. From this map, we could easily identify the most relevant touch-points in which to focus. We then developed a phased plan for deploying such a system, enlisted vendors, and performed in-hotel proof-of-concepts of various technologies.

 

Your browser is out of date. It has security vulnerabilities and may not display all features on this site and other sites.

Please update your browser using one of modern browsers (Google Chrome, Opera, Firefox, IE 10).

X
Google+