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Four seasons resort, 2022

Client: Four seasons hotels & resorts
Project: NAVIVA a newly established resort in PuntaMita, Mexico
Project date: 2022
We did this project before the resort in Punta Minta was established in 2023. Conducting interviews helped us to understand transitioning from everyday life to a luxurious hotel can be energy-consuming. Smoothing this shift was an opportunity area for us. The following steps led us to the final result.
01 Research and Interviews
02 Clustering & insights
03 User journey, stakeholder map, personas
04 Synthesize
05 Opportunity
06 Ideating
07 Testing

01 RESEARCH
Desktop research
1. Upon the hospitality industry
2. Analyse Four seasons (Brand canvas+ services+ marketing strategies.)
3. Analyse competitors (Brand canvas+ services+ marketing strategies.)
4. Customer reviews on Instagram+ Google maps+ Tiktok.

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Desktop research
#Fourseasons on Instagram
More than 41,000 posts, some of which with insightful captions

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Desktop research
Google Maps
More than 3000 Users' comments

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Desktop research
#Fourseasons on Tiktok

Interviews
We conducted interviews with different groups:
1. Previous customers
2. Potential customers
3. Hospitality tourism workers
4. Resort owners

02 CLUSTERING & INSIGHTS
Define the insights:
Goals, Pain points, Gain points, Quotes, Needs, Learnings.

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Opportunity areas
One insightful and summarized answer from an interviewee became our source to ideate:
Sadaf said:
going back from that heaven to everyday life can be hard

03 STAKEHOLDERS MAP, USER JOURNEY MAP, PERSONAS
All of these elements help us to have a deeper understanding of the product or service ecosystem.

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persona maps .png

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Google maps reviews

Google maps reviewer LinkedIn

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Google maps reviewer Instagram

04, 05 SYNTHESISE & OPPORTUNITY AREA
Results from all previous steps were concluded here. We decided to work on the shift from heaven (Fourseason hotel!) to routine life. This hassle was mentioned by two interviewees.

06 IDEATION
How can we make the user journey smoother?
After the user confirms their stay at the resort, a box will be sent to them which contains a booklet and a bar of chocolate, tea, or coffee (based on their personal palate documents). There are also some dried flowers to experience the fragrance of the resort in advance.
On the first day of the journey, a notebook and an Instant camera are placed in the user room to suggest them reflect on their journey.
On the last day of the journey, the user receives a cotton handbag (environmentally friendly) that contains some original handcraft from Mexico and a Frida Kahlo postcard with a handwritten message from the resort manager to the user. Since Naviva's focus is on meditation and self-love, some resort candles are also in the bag which makes the user able to continue the experience after the journey has ended.
After 6 months the user will receive an email that has a Spotify album that contains tracks of music that used to be playing in the resort restaurants and meditation courses.

07 TESTING
At the time we were conducting this project, the resort was not open yet. So we decided to test it on another resort of Fourseason (in France). We had to change some items for example we substituted Frida Kahlo with Henri Rousseau.

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