Service Design in Travel and Tourism
The Travel & Tourism industry has transformed over the past few decades undergoing a digital revolution for holidaymakers and commuters. In the digital age, we’ve become a generation of DIY travellers who plan, manage and book travel online. These digital changes have also led to new challenges, severely disrupting the industry in terms of service design, UX and customer experience.
We work with travel and tourism companies to improve their multichannel offering and co-create innovative user experiences. In our services that span initial design research to overall service design and organisational transformation, we integrate behavioural science to understand users better and employ speculative design to prepare for what's to come.
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How can we help?
Our expertise helps CX leaders and teams in:
- Implementing or improving loyalty schemes to increase user engagement
- Expanding existing platforms into enhanced experiences with differentiated features for travellers
- Identifying areas for improvement for new features or platforms, determining user responses
- Aiming to implement effective behaviour change programs such as paper-free ticketing
- Preparing for an expansion or new proposition implementation in different markets
- Understanding how customers move through the booking process, what questions they have and what problems they encounter
- Tackling market disruption by adapting new technologies and reinventing travel/tourism business models
- Making a sustainable shift by redesigning services to adapt to changing customer preferences
- Streamlining and improving boarding/booking experience for travellers or commuters
- Going beyond traditional travel planning by creating highly personalised and adaptive tools
If you have a specific project in mind or another innovative idea, don't hesitate to contact us. We're here to bring your unique concepts to life!
Are there any predefined packages, and how do they work?
Our packages are centred around our signature services, but they are only designed to inspire your next project. We are always open to customising and tailoring solutions to meet your needs.
Our expertise sectors.
Explore
Getting to know your customers and their behaviours, uncovering their interactions with your services, and identifying opportunities for innovative products and services.
Define
Creating a plan for experiences that stand out. Outlining a clear direction for all research and design activities, prioritising tasks based on business goals, and ensuring everyone’s on the same page.
Ideate
Designing solutions that surpass expectations by testing hypotheses early and often, gathering feedback on multiple designs from representative users.
Transform
We're with you every step, not only turning ideas into reality but also preparing you for what lies ahead. Documenting the progression for wider business from where you've come to where you're headed.
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Direct insights from our valued partners, capturing the essence of Spotless collaborations.
"We were impressed with the speed in which Spotless were able to mobilise this testing for us. Once in progress, they worked with us on the tests to maximise the time we had against the objectives we wanted to achieve. We got some great insights from our customers and were able to work these into the iterations of our designs."
Ben is on hand to answer your questions.
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Please fill out the form below and we will get back to you as soon as possible. For jobs and work experience opportunities, please visit our careers page.
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