Service Redesign
The Tree Sleep and Space
Role
When
Service Designer
10/2019 - 12/2019
WHY
The Tree Sleep and Space, a hotel in Thailand, wants to improve its service to attract more customers and impress them. Recently, the staff had become less motivated to provide great service and to develop themselves.
HOW
The 3-month service design process
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Empathizing the hotel owners, staffs, and the customers through 1:1 interviews
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Mapping out the customer journey with the existing service flows and all interactions
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Designed and conducted a 1-day workshop to gather the staffs and the owners to empower them, to build a more collaborative culture, and to generate more ideas to improve the services
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Proposing an improved customer journey and service flows.
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Developing a guideline for staffs to be able to apply the new process
OUTCOME
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The staffs and the owners were more open up to each other with enabling a more collaborative and empowering culture
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However, the new improved service was not entirely implemented due to the Covid-19 situation that directly had an effect on the hotel business. There were staffs cut-off and new investment to improve the service has to pause.
