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Create two detailed and realistic personas representing

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Reference no: EM133516115

Assignment: Designing a Guest Journey for a Chosen Brand- Business Tourisum

On the day of the presentations, I ask each student to be positioned outside the door at least 5-10 minutes before their scheduled time slot to ensure a smooth transition between presentations. I appreciate your cooperation in this matter, and I am looking forward to seeing the culmination of your hard work.

Objective:

The core objective of this assignment is to apply the principles of customer experience (CX) within the hospitality and tourism management context. Students are tasked with choosing a brand from the hospitality or tourism industry and designing an entire guest journey. Central to this assignment is the creation of original peak experiences at one or several stages of the guest journey. Students will create two personas, using the provided persona "Cécile" as inspiration, and focus on potential enhancements in terms of peak experiences. The final deliverable is an individual PowerPoint presentation to be presented in Week 10.

Task

I. Choose a brand:

1. Select a brand from the hospitality or tourism industry (e.g., hotel, restaurant, airline, cruise ship line, etc.) that interests you.

2. Ensure the chosen brand allows for sufficient information availability to complete the assignment effectively.

II. Create personas:

1. Create two detailed and realistic personas representing different target customers. Use the provided persona Cécile as a reference and inspiration.

2. Each persona should include demographic information, psychographic details, preferences, needs, and expectations.

3. Consider personas that would likely interact with the chosen brand.

III. Design the guest journey:

1. Map the entire guest journey for both personas, considering all dimensions and stages (pre-booking, booking, pre-arrival, arrival, during the stay, departure, and post-stay).

2. Briefly identify touchpoints and pain points, but concentrate primarily on opportunities for improvement and the creation of innovative, original peak experiences at one or several stages of the journey.

3. Utilize the provided CX assessment grid as needed.

4. Provide detailed descriptions, visuals, and examples to illustrate the guest journey for each persona.

5. Note that different CX stages can be merged into one if relevant to the scenario and persona (e.g., awareness, consideration, and information search might be combined into one stage if pertinent).

IV. Scenario:

1. Construct a scenario or narrative for each persona, outlining the journey with the chosen brand, including the steps and touchpoints engaged.

V. PowerPoint presentation:

1. Create a PowerPoint presentation that effectively communicates your findings.

2. The presentation should be concise, engaging, and visually appealing.

3. Ensure the presentation does not exceed 15 minutes in length.

4. Use clear headings, visuals, and supporting text to convey your ideas.

Reference no: EM133516115

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