Solace Phan Thiet

Service Designer

5 Months

We provide solutions for the "Solace" experience at NovaWorld Phan Thiet, offering 4-star villas with personalized services. By designing a comprehensive service journey, we create the best experience for both customers and staff.

The Problem:

Inconsistent customer experiences, fragmented internal processes, and inefficient resource allocation can diminish service quality, directly impacting customer satisfaction and employee engagement.

The Goal:

"Solace" at NovaWorld Phan Thiet offers a 4-star experience with personalized services. We design a Customer Journey Map to optimize the guest experience and a Service Design Blueprint to enhance internal collaboration and resource efficiency—all to create a seamless and satisfying experience for both guests and staff.

Research:

The team conducted interviews with 12 guests and analyzed data from Nova Group. Findings show that most guests rent villas for convenient access to NovaWorld amusement park, with a growing trend of extended stays for remote work by the ocean.
Competitive analysis identified a market gap, as no operators offer dedicated 4-star service in this villa segment, giving Solace a unique advantage.
This study focuses on short-stay customers.

Short-stay Persona

Project Overview Research Ideation
Service Blueprint
Going Forward

Short-stay customer journey map

The Customer Journey Map for short-stay guests at Solace outlines key phases, helping the team pinpoint improvements and elevate guest satisfaction.

Service blueprint:

We conducted interviews and workshops with key teams to assess processes, resources, and areas for improvement:
‍Marketing team shared insights on customer acquisition, tools (Hubspot, Odoo), and promotions.
‍Operations team outlined key touchpoints needing clarity, such as booking confirmations, room prep, check-ins, and special requests.
‍Cross-functional analysis identified communication gaps and collaboration challenges in CRM integration, resource management, and guest service delivery.
These sessions highlighted the need for clearer workflows, improved efficiency, and employee training in customer service, inter-departmental coordination, and real-time guest interactions.

Service blueprint 1st iteration

Project Overview Research Ideation
Service Blueprint
Going Forward

Takeaways

1. Developed a complete blueprint from scratch for internal use, assessment, and continuous improvement.
2. A user-centered approach is essential for enhancing customer satisfaction.
3. Effective inter-departmental collaboration boosts operational efficiency.

Next Steps

1. Implement AI-driven solutions to optimize customer and staff interactions.
2. Test and refine improvements based on user feedback.
3. Scale successful strategies for long-term sustainability.

Project Overview Research Ideation
Service Blueprint
Going Forward