Service Design
Reframing the Welcome: Service Design for Banyan Tree
Overview
As a Freelance Service Designer for Banyan Tree Veya, my role was to interpret how four distinct guest personas, each with unique needs and expectations, would engage within a space. And from there, design experiences that honours their intentions for being there. Specifically, the lobby and spa arrival zones. My role was to give intention and meaning to a space that was already architecturally resolved.
The Process
This project was about a narrative retrofitting, i.e. making sure the intentions of the space match the already built environment. I also came into the project midway where the four primary guest personas have already been crafted. Now, I treated each persona as a lens and interpreted how they might move and interact within the space. Using empathy, what would create the most desirable experience for persona?
Impact
A meticulously designed, end-to-end guest experience for a luxury resort property, mapping service touchpoints and operational flows to align brand standards with guest satisfaction.
A service blueprint that became the single source of truth for cross-disciplinary teams, ensuring clarity and alignment between operations, design, and service staff.