SUPPORTING YOUR BUSINESS
INDUSTRY
travel and hospitality
YEAR
2023
MY ROLE
service design lead
MY RESPONSIBILITIES
project management, client management, cross-team collaboration, qualitative and quantitative data analysis, synthesis, blueprint development, journey development, use case definition
THE CHALLENGE
Create a support system that aligns with the unique business of hosting by adapting to the customer's business and personal goals, and helping them grow, expand, and enhance their service through proactive and seamless interactions and recommendations becoming an invaluable partner for their business.
DESIGN LENS
Having identified a distinct opportunity, we delved into various reliable sources, including prior research on hosts and guests, customer center call reasons, NPS, and more. The combination of qualitative and quantitative research enabled us to formulate a hypothesis, which was then refined into key use cases for subsequent prioritization and pilot development.
These use case scenarios facilitated the mapping of the current capabilities roadmap for 2026, revealing any technological gaps essential for delivering the desired experience.
OUR SOLUTIONS
Our solutions manifested in three distinct forms: An end-to-end blueprint anchoring the host experience throughout all cycles, Use cases zooming in on specific journey moments, and Capabilities mapping to identify gaps and make informed decisions regarding technology investments.
BLUEPRINT
The end-to-end blueprint allowed us to ground the extended customer experience through their journey. Allowing us to have a holistic view on their relationship with the client.
USE CASE
Analyzing the customer experience in key moments enabled us to prioritize meaningful use cases and dissect the specifics on the type of support we aimed to deliver.
CAPABILITY MAP
We obtained a tangible perspective on the current state of technology capabilities, revealing gaps where new capabilities could be incorporated into the roadmap.
OUR IMPACT
Assisting in the development of a customer-centered service offering, we guided our client in effectively managing expenses within the customer call center. Additionally, we facilitated progress toward market introduction by prioritizing pilots and conducting capability testing.
REDUCE %
on customer call center expense
3 PILOTS
currently under development
and testing