Challenge
A premium brand, an inconsistent welcome
A global Fortune 100 company with a premium brand recognized that their visitor experience wasn’t living up to it. Siloed teams, aging technology, and a demanding culture had created an experience full of missed opportunities—not because any one thing was broken, but because nothing was working together. They wanted to understand every moment of a visit and define what a world-class experience could look like.
Work & Outcomes
From research to vision
I participated in research including office visits and interviews with stakeholders and team members across major cities—then stepped in to lead synthesis, recommendation framing, and final storytelling, collaborating with discipline experts across space, digital, and service design to shape a unified vision.
- Journey mapping — mapped the end-to-end visitor experience across multiple visitor types including clients, VIPs, and event participants, capturing the current state and key opportunity areas
- Experience principles — defined the standards and values that should guide every aspect of the visitor experience
- Opportunity areas — identified and framed key areas for improvement across digital, physical, and service touchpoints
- Detailed recommendations — collaborated with discipline experts to develop specific, actionable recommendations within each opportunity area
- Vision storyboard — illustrated a cohesive future-state visitor experience, making recommendations tangible and imaginable across space, digital, and service moments