Triax – a “best in class” hospitality solution

A great hotel experience includes fast and stable WiFi signals and a good TV and infotainment package – which Triax provides with their new hospitality solution. The customer experience is “best in class” for both installers, hotel staff, and hotel guests. Learn why new customers are lining up.

Mads Dalsgaard, product marketing manager at Triax  and one of the drivers behind the new solution, said it again and again: “We need a more thorough understanding of our new target user profiles and their specific needs before we make the final specifications of our solution. Otherwise, we won’t create the customer value we seek.” So, the collaboration between design-people and Triax started with a customer profile workshop.

The user is the benchmark
design-people and the Triax team – with representatives from marketing, product development, sales, and service –  mapped out the different stakeholders around Triax’ new solution. Then we conducted user studies in several hotels to learn more about hotel directors, front desk personnel, and the people responsible for making WiFi and infotainment systems work.

Equipped with a clear picture of what matters to each user profile, we reframed the features of the hotel solution in customer journey workshops. Here we imagined the installation and use flow of the hardware and software components that together would shape the new Triax Hospitality ecosystem. And we defined those crucial situations where Triax’ new products could and should deliver a benchmarking ease of use. Finally, design-people’s designers and Triax’ engineers made both hardware and software match these ambitious requirements for simplicity and usability. How? By making countless sketches and mock-ups . By simulating the use scenarios. By meticulously improving the details.

“We couldn’t have driven the process this far ourselves. At Triax we do things our way, due to our experience – but sometimes you need someone from the outside to challenge your views. Someone who asks ‘why don’t we do it like this instead?’ design-people did an outstanding job in that sense.”

— Torben Flodgaard Kristensen, group product manager at Triax

A Triax look & feel
Creating customer-driven product concepts is essential. It’s equally important, however, to translate them into a consistent and branded “design DNA”. design-people’s digital design team worked closely together with the product design team to define signature elements that would convey the look and feel of the Triax brand. For instance, they implemented circular color tags in both hardware (the cable inputs) and software (the configurator).

“The design is new yet recognizable. Due to the user insights we were able to choose only the features and functions that actually make sense to the users – including the ones who are not usually confronted with this type of product.”

— Torben Flodgaard Kristensen, group product manager at Triax

“The design is new yet recognizable. Due to the user insights we were able to choose only the features and functions that actually make sense to the users – including the ones who are not usually confronted with this type of product.”

— Torben Flodgaard Kristensen, group product manager at Triax

Customers are lining up
And the united efforts pay off. At the ANGA fair  in Germany prospective customers met the solution with an outstanding enthusiasm and requests for the new products go beyond expectations:

“We have never seen such a break-through fair presentation at Triax. The installers – our main customers – lined up to visit our fair booth that was dressed up as a hotel. Here we visualized how the different components of our new ‘Hotel TV & Wi-Fi’ solution would provide a superior experience for hotel guests – and how easy it would be to install and maintain,”

— Mads Dalsgaard, product marketing manager at Triax

Customers are lining up
And the united efforts pay off. At the ANGA fair  in Germany prospective customers met the solution with an outstanding enthusiasm and requests for the new products go beyond expectations:

“We have never seen such a break-through fair presentation at Triax. The installers – our main customers – lined up to visit our fair booth that was dressed up as a hotel. Here we visualized how the different components of our new ‘Hotel TV & Wi-Fi’ solution would provide a superior experience for hotel guests – and how easy it would be to install and maintain,”

— Mads Dalsgaard, product marketing manager at Triax

design-people’s key contributors
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User studies with hotels
Personas and customer journey
Design DNA and design guide
for product and app

CONTACT
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Klaus Schroeder
Strategy Director, CEO & Partner
ks@design-people.com
M +45 27 11 60 36

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