Researching the ‘as-is’ hospitality customer experience

Hospitality

Research of the digital and physical customer experience, for a pub and hotel brand, highlighted touchpoints where improving digital experiences would also enhance the physical experience.

The Problem to solve

An end-to-end audit of hospitality experiences. Aligning stakeholders around a common vision and generating insights into how digital touchpoints can enhance the overall experience.

Process

This exploratory research programme commenced with stakeholder interviews to understand the brand and market landscape. Insights from the interviews shaped the subsequent research programme and activities. The synthesis stage brought together insights from parallel work streams to produce ‘as-is’ experience maps.