Developing the experientiality of a blind travel product : case: Sokkomatka by Saarikoski Travels

Abstract

This thesis was commissioned by the travel agency called Saarikoski Travels. The company has operated in the travel industry for nearly 20 years and as one of their backbone products has been a blind travel product called Sokkomatka. The company has not used previously theory on creating experiences, so the objective became to research experientiality and find ways to improve the existing Sokkomatka trip to fulfil the customers’ needs.

The author familiarized himself with theory around the subject and used scientific literature as a secondary data. Additionally, a quantitative research was conducted in the form of a survey (Appendix 1, p. 54) which was sent to all the participants of the upcoming Sokkomatka. Information was gathered to understand what aspects of the experience the customers appreciate the most are and secondly, what elements the participants would like to be added in the future Sokkomatka trips.

Based on the survey results, the author found out the importance of community and excitement to be the most valued aspects of the Sokkomatka. The company should maintain these elements in the future as well. For a more coherent experience, Saarikoski Travels should use the experience pyramid model introduced in this thesis to develop its product. In brief, the product should consist of all the elements of individuality, authenticity, story, multisensory perception, contrast and interaction. These elements should be involved in all the levels of the customer’s experience starting from marketing to the actual trip and even post marketing.