New York, San Francisco, Chicago
Research Summary
^ Executive summary page to narrate research findings
(I participated in the synthesis and summarizing of research findings)
^ Competitive analysis as part of research summary
I was responsible for the competitive analysis. Instead of comparing hotel chains, I constructed the research as inspirations and trends. I found key trends and examples that back up the trend from various industries including hospitality, retail, travel, technology and entertainment.
Current State Customer Journey Map
^ Customer journey map of current state to diagnose breakpoints
(I set the foundation of the document and then visual designer added skin)
Opportunity Areas
^ Part of final deliverable – future opportunities
(Final deliverables were created by the visual design lead. I constructed the foundation work through the following process:)
The process of creating both customer journey and opportunities deliverables
STEP 1
Synthesize existing Marriott research (there’s a lot.) and Fjord’s finding to construct a comprehensive map
STEP 2
^ From the customer journey of current state (focusing on breakpoints), build future opportunities with client
STEP 3
^ Generate consensus within the team through discussions and votes
(Side note, I did these drawings)
STEP 4
^ Create narratives to highlight future opportunities
STEP 5
Hand over to visual designers for final touch
- Research (primary, stakeholders, competitive landscape) – workshop – customer journey / business case
ROLE
- researched competitive landscape trend of provocative and cohesive customer service throughout multiple industries including hospitality, retail and technology to provide inspiration for higher vision for the client
- created current state customer journey map to highlight break points of the customer experience (used at a workshop)
- created the initial plan and set the foundation for the future state customer journey that highlights opportunities
CHALLENGE
- comprehending complex organization that supports customer experience and visually highlighting break points and opportunities
RESULT
- Client developing programs / projects that came out from the service design deliverables