This project involved a month long study on-site of a hotel considered one of the most luxury in the world.

For the duration of our team’s stay - I designed and conducted a series of interviews and studies that would help us to develop an overarching picture of all of the hotel’s services and specialties.

Eventually we had so much data, that I wrote a quick python program to easily sift through  common threads. This was used as an aid in my  analysis, that was used to create a final series of themes that would be used to further examine each different section of hospitality.

These ‘key principles’ are themes decided as key to the brand, cross referenced under the 5 already exisiting ‘values’ of the brand. One challenge with this approach is that it distracted from outlying the key factors because we needed to spend time making sure a certain attribute could be described in a way that fit their brand.

Various Vignettes used to illustrate the current state of the client.
We used direct quotes from staff throughout the presentation.

We outlined journeys that different visitors might take through the hotel.

Excerpt from document that would eventually lead to the questionaire we’d use to interview each staff member.