The guests aren’t the only ones on a journey. Scandic itself is on one too – from a motel to designer hotels in attractive locations across the country. Apart from offering users a first-class experience, our challenge was to convey Scandic’s new soul and face in the digital world. Showcasing the hotels was key. We worked using large-format images, vivid texts with a well-balanced tone of voice, and supportive features like maps, "nearby attractions" and a new way of presenting hotel amenities. The reservation process itself is a cinch to use – which may seem like a matter of course, but it’s actually a bit of a challenge given all the alternatives and extra options guests have to choose from.
Automated communication with a personal touch
In order to keep communication with guests and members cohesive throughout the customer journey, and to make sure that it is relevant and personal, we automated it. Which may sound somewhat contradictory, but with smart programming this can actually increase the feeling of being given personal attention. Among other things, Scandic’s new Market Automation platform means that the guest…
...feels cared for and special
...gets help planning their stay
...has the opportunity to give feedback and share their experience with others
Is there an iron in your room?
Thanks to new and improved editorial tools, we were also able to help Scandic employees streamline their work to manage site content. What used to take several days with multiple different people involved can now be done in a flash with just a few clicks. For example, updating the room descriptions (yes, the room has an iron) and other amenities in all channels.