Client Whitbread | Focus Research | Duration One months
This rapid one month project to sought to uncoverfirst hand customer insight around the self check-in experience at Premier Inn and Hub hotels. A key focus was in identifying any key sticking points or frustration and evaluating whether the modern Hub style kiosk could be used with Premier Inn’s in future.
We conducted research across six contrasting sites,shadowing approximatley 70 guest check-in journeys and conducting 15 staff interviews. This resulted in a prioritised set of insights conveying any issues impacting the guest arrival experience.
The key findings were taken into a strategic planningworkshop with the heads of the product, operations, branding and experience devisions. This enabled prioritisation and alignment around a set of key improvements for the next generation of the kiosk user interface and guidelines for future staff training.