Improving Check-in
Service in a High-end Hotel
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Role: 4-member team project - Service Designer, UX Designer
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Date: Sep, 22- Nov, 2022
A service design project for a high-ended hotel check-in process. The design group drew the journey map together, dig out the pain point of a customer during the process of check-in in a high-end business hotel. Finally, proposed the service solution in the service blueprint.
Problem and Goals
The designer group reviewed the websites of various high-end hotels, brushed and highlighted the services the hotels provide, then decided to improve the check-in service since this is the most interactive process between the hotel and the customers. Improving satisfaction with this service will increase the overall impression of the hotel and bring benefits to the hotel brand.
Journey Map
The journey map described the process of guests from arriving at the hotel to entering the hotel room. It clearly stated the pain points, needs, touch points, and feelings of the guests for each journey step.
Service Blueprint
Ecosystem of the Service
