Service Design
The Fern Residency
Connecting with guests & staff —listening to their stories, observing their experiences, uncovering what truly matters to fill in the gaps.
November 2024
UI design
service
design management
Aim
Analyze guest feedback and map key touchpoints from booking to checkout to enhance convenience, service quality, and eco-friendly practices, while streamlining operations through digital solutions and a redesigned service blueprint. Promote sustainability by engaging in eco-friendly initiatives and partnering with local businesses to offer cultural experiences, and empower staff with empathetic training while leveraging guest feedback to continually improve service quality.
Business Goals & Values
Sustainability and Environmental Sensitivity
Leading eco-friendly hotels with initiatives that focus on reducing environmental impact and promoting sustainability.
Affordable Luxury
Offering a blend of luxury with affordability, making eco-friendly travel accessible to a wide range of travelers.
Seamless, Customer-Centric Service
Guest experience with conveniences like flexible check-in/check-out, seamless payment options, & easy management of services.
Innovative and Contemporary Offerings
Emphasizing innovative services and modern amenities that appeal to both business and leisure travelers.
Brand Positioning
A strong focus on maintaining a brand that is associated with sustainability, contemporary luxury, and responsible travel.
To identify the service gap, we mapped the entire customer journey from booking to post-stay feedback, analyzing each interaction point to uncover friction areas and unmet needs.
Mobile Screens
Credits
Closing Thoughts
The design honors fruits and the craft of mixing cocktails, with real fruit pieces forming a palette of vibrant textures. This is juxtaposed against a brutalist typography method and punctuated with a fluid, ever-evolving brand image.
Services
Digital Design
Creative development
Ecommerce
CMS integration
API integration
Tools
Figma (Mobile Screens)
Figjam (Brainstorming)
Photoshop (Mockups)
team
Kuhu Shrivastava
Navya Sharma
Sanjana Anjan
Tanmayi Rajan
