Designing customer journeys for a future hotel room
Mikkulaynen, Anita (2016)
Mikkulaynen, Anita
Haaga-Helia ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2016120418959
https://urn.fi/URN:NBN:fi:amk-2016120418959
Tiivistelmä
The modern world is moving towards experience economy enabled by emerging technologies. Our lives start more and more resembling complex structures with many interconnections and links. All the industries are affected by this change. Hospitality industry is challenged to create new concepts to keep up with the everchanging world. In the future, a hotel room will not be anymore defined by analog features, but rather by technology that supports creating experiences.
Realising this context, the present thesis takes an explorative and creative path to picture how a hotel room will look in the future. The author of the thesis got inspired to complete this work by the Box project that has launched at Haaga-Helia UAS in year 2016.
The thesis follows Service Design process principles, a new Service Design process model is created by the author to fulfil the objectives of the thesis project. The stages of the process that the project followed are: Understanding, Defining, Developing and Explaining. The outcome of the design process are two customer journeys, introducing experiences that are created in a future hotel room by implementing Augmented Reality and Virtual Reality technologies.
The first chapter introduces the reader to the subject of the thesis, presents aim and objectives and provides the outline of the report. The second chapter covers the theoretical framework, built around Service Design studies. The third chapter of the thesis report gives a description of all the stages of the Service Design process completed by the author. The final chapter covers the comparison of the theoretical framework and the practical outcomes of the project.
With this work the author hopes to contribute to the development of the future hotel room concept that will be prototyped at the Best Western Hotel Haaga in year 2017.
Realising this context, the present thesis takes an explorative and creative path to picture how a hotel room will look in the future. The author of the thesis got inspired to complete this work by the Box project that has launched at Haaga-Helia UAS in year 2016.
The thesis follows Service Design process principles, a new Service Design process model is created by the author to fulfil the objectives of the thesis project. The stages of the process that the project followed are: Understanding, Defining, Developing and Explaining. The outcome of the design process are two customer journeys, introducing experiences that are created in a future hotel room by implementing Augmented Reality and Virtual Reality technologies.
The first chapter introduces the reader to the subject of the thesis, presents aim and objectives and provides the outline of the report. The second chapter covers the theoretical framework, built around Service Design studies. The third chapter of the thesis report gives a description of all the stages of the Service Design process completed by the author. The final chapter covers the comparison of the theoretical framework and the practical outcomes of the project.
With this work the author hopes to contribute to the development of the future hotel room concept that will be prototyped at the Best Western Hotel Haaga in year 2017.