Wellness Customer Journeys: What to Design From Booking to Completion

Wellness experience does not start when customers enter the service room, but start before they decide to book and continue after customers leave the site. The Journey design allows the brand to communicate sensational and standardly.

Before accessing the service

Service information, price, booking, preparation and what customers should expect should be clear. To help reduce uncertainty and build confidence before arrival.

Arrival & Welcome

Welcome Point, Waiting, Communication and the atmosphere of the area are key to Touchpoint. It is a period when customers start to compare what they see with the image that the brand communicated before.

During receipt of services

Customer Journey should be in accordance with the Service Process, from the description of the steps, privacy, movement between spaces to continuity of experience at each point.

End and after service

Summary, introduction to the next step, receiving feedback or continued communication after service as part of the Customer Experience as well as the main range of service.

Why Wide Journey with Space and Service Design

If Journey is designed separately from the area, there may be a breakdown point, such as waiting points that are not related to Workflow or the area that does not support the service pattern set. Therefore, the setting of Concept, Service Process and Space should go alongside.

ICORP has a hotel & wellness range that covers Wellness Concept, Customer Experience Management, Service Design and Relaxation / Wellness Space Development. This can help to put a overview of each Touchpoint connected.