Context
In order to streamline operations and improve profitability, a PropTech startup specializing in short-stay apartament management needed to evaluate the communication between operation department and their interactions with suppliers - cleaning, laundry and security - and guests. The existing inefficiencies were time-consuming and resulted in additional costs due to errors, logistics, and workforce. The primary focus of the project was to enhance the Check-in and Check-out processes to ensure that guests did not encounter dirty rooms upon arrival. This case study aims to showcase the approach, analysis, and outcomes of a service design and customer experience initiative within an operational context and the guest journey.
Scope
Techniques and tools: shadowing, in-depth interviews, service blueprint, CX blueprint, process canvas, opportunity tree, user stories, and low-code solutions.
Role
My role was to conduct fieldwork, design processes, facilitate workgroups, and monitor results.