Four Seasons - Naviva
Naviva is a Four Seasons resort in Punta Mita adjacent to Four Seasons Punta Mita. It is an unprecedented ultra-luxury retreat in connection to the natural, local environment. Naviva places a strong emphasis on a seamless indoor and outdoor living experience offering guests an immersive, inspirational and transformational experience.
Service
Service Design
Client
Four Seasons
Year
2022
Role
Lead Service Designer
Team
Creative and Design: Thanchanit Homtib, Sousan Raei, Daniel Skoglund
Research: Marius Ketels
Challenge
The brief was given to us just before the launch of Naviva. This resort aims to give an ultra-luxurious, immersive experience to their guests while being priced in an all-inclusive way.
Traditionally the concept of “all-inclusive pricing” in the hospitality industry is perceived as being at the low end of the market. The ask was to reinvent this concept in the form of an “immersive” pricing model (evolved name for inclusive) to be able to show exclusivity and value at the same time and become a positive outlier in luxury hospitality?
Process
Debrief and research-
We conducted desktop research, competitor analysis and interviews to understand perception of all stakeholders
We identified personas and formed an experience map of all personas to find out opportunity areas. After finding and synthesizing insights, we came up with an end-to-end solution for the customer
Design-
We created static mockups and a video to help the client visualize our final solution since they were based in Mexico.
Outcome
To give Naviva's customers an end-to-end feeling of luxury, we came up with an end-to-end solution.
Using this method, we overcame pain points in the pre-visit phase. Addressing potential improvements in this stage to reduce stress and build anticipation and excitement.
During the stay we built a personalized experience to anchor the customer into the experience; capturing memorable moments. By creating something yourself, we use the IKEA effect to attach the visitor emotionally to their stay.
At the end of their journey, we left the customer on a high and helped them ease into their lives to associate only good feelings with Naviva.
6 months later, we sent a small gift to remind them of Naviva and an email which invites them to come back again and hence closing the loop.
Pre retreat needs
Pre retreat solution
During retreat needs
During retreat solution
Post retreat needs
Post retreat solution
Final video deliverable showing our end-to-end solution
The Feedback
From John O’ Sullivan
Regional vice president, Four Seasons
I love the connection with guests after departure, I see how important that is"
"I loved the idea of constant journalling, the tactility of pen and paper, I love all of that"
"The polaroid camera is a retro form of capturing and I love various time elements, the blurring of past tech, present tech, you're bringing it all together in the medium of Naviva"
"Love the way you customised the gift box and picked out all elements "
Along with my teammates I presented our final learnings to-
John O' Sullivan- Regional Vice President, Four Seasons
Ronnie- General manager of Naviva and
Katie Mitchell- Regional Director of Sales and Marketing
From Ronnie, General manager:
"I love all the details on all the sensorial touch points throughout the presentation
From Katie Mitchell, Regional Director of Sales and Marketing
"I love the smiley faces and the frown-y faces, it was a very simple way to talk about the customer journey"
"I like the completeness of the idea, I really love the callback to the memory and resurfacing of emotions when they were at the property"