WHAT IF
FOR HOTELS GOODBYE, 
COULD BE GOOD BUSINESS


 

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THE CLIENT

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ROLE: SERVICE DESIGNER
 

TEAM: 3 (+1 DESIGN DIRECTOR)

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 THE CHALLENGE 

Following the acquisition of The Belmond Hotel Group, LVMH were looking to redefine what loyalty means for this timeless chain of hotels. The particular pain-point in the guest experience was most often at checkout when the final transactional nature of the process left guests feeling like they were no longer invited to indulge in all the brand had to offer. 

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 THE IMPACT 

The service was piloted at their newly launched urban property, The Cadogan Hotel. It encouraged local tourism and allowed the hotel to foster a sustainable ecosystems of partnerships in the area in order to increase operational efficiency - whilst improving Net-Promoter Score. 

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 THE PROCESS 

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The legal sector in the UK is undergoing massive transformation, not only due to automation and technology, but also due to shifting policy and dramatic work culture stagnation.

Working with LEXIS NEXIS and THOUGHTWORKS, developed a Human-centred strategy based on in-depth ethnographic research and service design. A strategic pivot was created with a potential new selection of digital products to offer to their existing client base.

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 THE DISCOVERY (RESEARCH) 

Using a blend of stragetic research, guest interviews and competitive benchmarking the problemscape was investigated and defined. 

 MARKET RESEARCH 

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 BUSINESS NEEDS 

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 VALUE CHAIN ANALYSIS 

 INDUSTRY SIGNALS 

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 INTERVIEWS & PERSONA'S 

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 JOURNEY MAPPING AND PAINPOINTS 

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 THE OPPORTUNITY DEFINED 

As the insights from the journey mapping and guest interviews became clearer and actionable opportunity was defined.

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 THE CUSTOMER EXPERIENCE DESIGN 

With a clear strategy in place we were able to begin the
co-creation of what a preferrable future for Lexis Nexis 
may look like. 

THE KEY CONCEPT 

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 SERVICE INTERVENTION 

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 IMPROVED GUEST EXPERIENCE JOURNEYS 

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 SERVICE TOUCHPOINTS 

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 THE BUSINESS CASE 

Through a series of ideation methods, including speculative future scenario planning and implication based backcasting we developed a clear concept which was adopted into the longterm product roadmap. 

 A SIMPLE MODEL 

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