Pop-up experience guest journey
Auditing the guest journey
Luxury Hospitality & Travel
December 2023 - March 2024
Imagine this: a luxurious desert escape in the Middle East, with a pop-up restaurant catering to high-profile guests craving something truly exclusive. We wanted to make their whole experience unforgettable, from the moment they start browsing the tourism website to when they say goodbye to our amazing staff.
We realized our booking system could be the key to providing an even better experience.
So, we explored ways to optimize bookings and provide a 5-star journey, whether they're booking through a travel agent, using our website, or even calling us directly. Every touchpoint, from the online booking system to meeting our awesome team on-site, had to be smooth as silk.
Our ultimate goal? To create jaw-dropping moments, pure joy, and leave every guest feeling like they've experienced something truly magical.
Team
The pop-up experience was created through the collaboration of multiple stakeholders including the government commission for Tourism, Hospitality brand, production company and F&B consultancy.
Client: NDA
Project & Team coordination: Elysa Tocny-Castry
Guest experience lead and Audit: Elysa Tocny-Castry
Key areas
User research
Personas
Journey mapping & user flow
Auditing of points of contact
Improvement recommendations
Methodologies :
Stakeholders interviews
Observations
Customer feedback
Interviews
Data analysis ( Booking System)
Links
Get in touch for more information about this project
Whatever it is, the way you tell your story online can make all the difference.
Whatever it is, the way you tell your story online can make all the difference.
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
