DIGITAL SERVICE DESIGN
THE APP HOTEL GUESTS HAVE BEEN WAITING FOR
Check in and out through your smart-phone instead of cueing up at the reception. With the AeroGuest app, hotel guests get an attractive hotel service experience, that wins awards.
AeroGuest is a start-up that provides a digital platform for the global hotel business. What does it take to reach ambitious growth goals for a disruptive hotel service? Early 2017 the CEO Martin Sponholtz joined forces with design-people to provide a winning customer experiences for AeroGuest.
A customer journey workshop with a client hotel was the starting point for our collaboration. Here we updated the picture of what really matters for different hotel guest profiles – like tourists and professionals. Also the key benefits for the hotel were negotiated with the hotel staff. And we found how AeroGuest can design a back-end software that supports the staff in their job functions.
These input were used to prioritise AeroGuests service offerings and to design the App and back-end software in a more appealing and user friendly way.
User testing in different hotels gave more insight that helped us meet the demands of the target groups in their busy every day.
Since these early days of our collaboration the key figures for onboarding of hotels and users to the AeroGuest platform are climbing up. Which allowed multiple investment rounds to ensure a rapid growth path for AeroGuest with sales activities all over the world.
Both at design-people and AeroGuest we are proud of the significant results of our collaboration:
“We have been so lucky to collaborate with design-people on our customer experience. At AeroGuest we were mainly a small crew of developers to start with, and we had little time to spend on exploring the customer journey. Teaming up with design-people has given our product a much higher success-rate among its users.”“
— Martin Sponholz, CEO at AeroGuest
Two design awards show the impact of AeroGuests investments in a well designed App and an easy to use service experience:
2017 AeroGuest was nominated for the Danish Digital Award
2019 AeroGuest receives the international IF design award for outstanding service design.
Customer Journey exploration
Design Concepts for App and software
Customer benefits communication
Some of our clients